ComplaintsforWaikiki Gateway Hotel
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Complaint Details
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Initial Complaint
05/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was in ****** Feb 13th to Feb 23rd. My grandmother booked a room at LaCroix Hotel from Feb 13th to Feb 23rd where we checked in on the 13th. This room for these dates was soley booked by my grandmother and paid for by my grandmother with her card only. On Feb 15th, I wanted to get my own room at the hotel, so I went to the front desk and asked for a room for Feb 15th to Feb 22nd. The front desk employee said they had a room available, so I swiped my credit card with at the front desk and the employee informed me that my card was denied. I was confused as to why my card was declined for the $1031 and the employee told me I could not get a room obviously because my card was declined. I just continued staying in the original hotel room with my family. When I got my credit card statement the next month when I was no longer in ****** and saw two charges from LaCroix Hotel dated Feb 22nd for $618.08 and $463.53. I had not used my credit card for anything at the hotel expect for on the 15th when I was informed it was declined. I tried to dispute charges first with my bank immediately because I thought my card had been hacked or the number had been stolen. On May 7th, I received two letters from my bank, they had verified the fraudulence of the $463.53 but for some reason could not verify that the charge for $618.08 was fraudulent. The $618.08 was then reinstated to my credit card balance. I then reached out to the hotel throughout email on May 14th. On that day they reached back out asking for the last 4 of my card number that was used and I was informed that they could not find any charge for that amount and asked if I could send them a screenshot of the charges from my statement. I did send the screenshot with the charges and then was told their "lead" was looking into it. Then on May 16th I am emailed an invoice containing a room # I never stayed in for the dates of feb *****. The hotel has so far insisted I stayed in that room which I didn't even receive.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.