ComplaintsforHKB Hotel Group
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Complaint Details
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Initial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My wife and I booked a room at ************ Hotel ********** ********* (****************************************************************************) on 05/07/2023 to stay 2 nights in the hotel for the ******** Derby. We would be staying 5/3/24 and 5/4/24 and check out on 5/5/24. The price was $204.00/night with $53.04 for taxes which totaled $461.04. Today we received an email, which is one month before the ******** Derby, stating that our room has been canceled with no explanation provided. We then called the hotel for an explanation why they canceled our room and they stated, "there was a glitch in our system in December." Keep in mind that December is 7 months after we booked the hotel and also 4 months ago. So, they have had 4 months to let everyone know about the supposed "GLITCH" but have chosen only now to divulge the information. They would not go into further detail about the supposed "GLITCH" and stated it was corporates decision and that we must contact corporate. They then proceeded to say the only thing that they can do for us is rebook the hotel at the price it is now which is $700/night. We also tried calling Hotels.com, which is what we booked the hotel through, and they also stated that we have to contact to the hotel directly and can't do anything for us. THIS IS HIGHLY ILLEGAL TO CANCEL A HOTEL ROOM BECAUSE IT WAS CHEAPER AND NOW HIKE UP THE ***** WHEN THERE IS ONLY A MONTH LEFT BEFORE THE ******** DERBY. When contacting ******** Hotel's corporate office they stated they have nothing to do with this ******** as it is privately owned. We then called the hotel back to ask who owned it and they would not give us the information, seemed very secretive and only stated that "you can ****** it." When googling the owner of the hotel we found it was owned by HKB Hotels however they do not have a number to contact them. THIS IS NOT OK, THEY ARE CLEARLY ***** GOUGING. I have attached our booking information from when we originally booked the hotel and the cancelation letter they sent.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.