ComplaintsforPacific 19

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hotel stay was fine. Was overcharged after our stay $2.09 for a beverage we did not purchase. We did not eat or drink a single item in the room or minibar. Was also charged $80+ for parking after we declined a parking pass and did not use the parking ******* time. We parked on the street. Disputing charges with credit card currently. Asked for refund for items not purchased and hotel has refused. We are happy to pay for our actual stay, we enjoyed the stay. We would have recommended to others and stayed again, but this hassle over $90ish~ of my $1073 bill makes it not worth staying again and put a poor taste in our mouth about Pacific19. Seems hotel is more worried about getting every last ***** out of folks over running a decent business. Checking other reviews, surprise overcharging after peoples stay appears to be common practice for them. Makes sense why they were avoiding sending me my itemized receipt, had to ask for it. Asking for a refund for the $2.09 on principle and the $80 on parking plus tax, which we did not use and declined to purchase.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at this hotel for one night with two other coworkers for a work trip to ****. The check-in process took an excessive amount of time, but they did check ** each into our rooms and collected our IDs, credit card, and personal information. They emailed us the receipts, but the names and information was mixed up. For some reason, they charged my card three times for the hotel stay and twice for the amenities fee. When I called, they acknowledged the error but kept stating there was nobody on site with authority to do the refunds. Several days later, after I called again, they told me they can't help me unless I track down my coworkers and "help them process their payments", which were apparently not run correctly. I told them it is their responsibility to correctly charge customers, and it is not my job to track down other coworkers to process payments in order to get my refunds. They continue to state they can't provide my refund until they collect the other payments, and they need me to help contact them. This is so unprofessional as they have all our contact info and card info, so I am truly at a loss as to why they are doing this. I am also appalled at the unprofessional conduct and suggesting I have to track people down for them to correct the mistake of charging my card three times. I travel all over the world for work and this is hands down the most unprofessional experience I have had to date. I have attached the email from the manager, which acknowledges the mistake but does not capture the horrible customer service I received over the phone when I was told multiple times that if I didn't help them contact my coworkers they wouldn't help me get a refund, which was unbelievable.

  Business response

  08/11/2023

  Aloha,

  We have refunded ************** credit card on July 21, 2023.

  ************** booked three room under his name and with his credit card.  We collected the first night payment on each reservation and that's what those charges were.  They did give us credit card at check in but didn't make it clear whether to use adjust off the room and tax payment until they've checked out and ************** called us.

  This is also why the receipt that I have attached has ************************* name on it.  The credit card belongs to Mr. ************************** We did ask if he could connect us to his colleague for another source of payment, but he declined.

  ******,

  *****************

  Customer response

  08/11/2023

   
  Complaint: 20357586
  
  I am rejecting this response because:

  I feel it is important to point out that we reserved the rooms for work. We called the hotel first and told them we would book under one card to simplify the process, but charge each room individually to the names on the reservations due to UH travel budget policy. They confirmed this would be no issue. At check-in, we each gave our cards and personal information and were very clear we needed each room charged individually as this was a work trip requiring individual reimbursement. The front desk took each card and we reviewed the information to ensure they would bill each room to each corresponding person's card. At check out, they ensure the receipts would be emailed. 

  Instead of each person receiving in invoice with their card, I was billed twice and then billed again and also billed multiple times for rooms fees. I told them to email my colleagues, but it is not my responsibility to track those individuals down and correct their billing procedures. I want to clarify this as the hotel was provided with all our information and stated the billing would be no problem multiple times. The customer service is very disappointing and the hotel needs to take responsibility for their billing and check in procedures rather than try and blame the clients for their technical problems. 

  
  Sincerely,
  
  *******************

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