ComplaintsforThunderbird Beach Resort
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Complaint Details
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Initial Complaint
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of Transaction : June 30th - July 3rd I reserved a room for the dates indicated above, based on the online photos. When arriving at the hotel, I obtained the key, filled out the parking info and proceeded to the room given. Once opening the door, the room smelled strongly of bug spray. The door didn't shut properly and it was unclean. I immediately (5minutes or less), returned the room key and parking tag and made the manager aware that I did not wish to stay there for the above-stated reasons. I went to a nearby Marriott, where luckily we were able to stay. This was booked through booking.com. I have received a partial refund, but the hotel still owes me $353.00. They told booking.com, as well as me, that I stayed one night and checked out early the next morning. That is absolutely a false statement. I feel certain they have cameras that can prove this, as well as the fact that I rented another room at a different location. They have been untruthful and deceitful and I want the money to be returned that they still owe.Business response
07/18/2022
Business Response /* (1000, 5, 2022/07/06) */ The guest decided to not stay at the hotel shortly after check in. The guest was aware of our cancellation policy, whereas they would forfeit the 1st night's charge. The remaining nights were refunded immediately back to the company in order for them to refund the guest. The guest was aware of the cancellation policy at the time the reservation was made and the guest was also made aware at the time of departure. I apologize if there was confusion with what the guest is charged for. We are happy that the guest was able to find other accommodations in the area. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I had just changed my mind and didn't show up, I would agree. The fact the room or facility was unacceptable is a different story. They are also still reporting to booking.com that I stayed one night in their hotel. Business Response /* (4000, 9, 2022/07/07) */ The hotel has issued a refund in the amount of $353.00 to the virtual credit card. The hotel has contacted Booking.com to issue the remaining refund of $353.00 to the guest.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.