Complaints

• Initial Complaint

  02/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: BBB Complaint Unreturned Security Deposits Dear Better Business Bureau Representative,I am writing to file a formal complaint against [Hotel Name/Chicago Collection Company] regarding unreturned security deposits paid during my stay. Specifically, I made two deposits on 02/14/2025 and 02/15/2025, which have not been refunded despite my numerous attempts to resolve this matter directly with the company.Over the past two weeks, I have made multiple phone calls and left several voicemails. Unfortunately, my efforts to obtain a response or any form of resolution have been met with prolonged hold times and a complete lack of follow-up communication. This unprofessional conduct raises significant ethical and legal concerns regarding the handling of customers funds.The companys failure to return my deposits appears to be a breach of trust and, potentially, a violation of consumer rights. I have also reached out to the third-party booking service, Priceline, without success in recovering my funds. Detailed records of all communications, including timestamps and dates, have been maintained and are available upon request.I respectfully request that the Better Business Bureau review my complaint and assist in mediating this issue so that I may receive the full refund of my security deposits promptly. Thank you for your attention and assistance in this matter.Sincerely,Scharvon ****** ************** ************************ 02/27/2025

  Business response

  03/03/2025

  Scharvon,

  We have reviewed our system and have only one reservation under your name: RES ***************** from Priceline/Agoda. This reservation was non-refundable and pre-paid. Meaning, you paid the channel directly. The reservation status is cancelled and the cancellation fee has been collected in full as the reservation is, again, non-refundable. The amount collected by hotel for cancellation fee was paid by virtual credit card provided by the channel. We have no additional payment methods for this reservation. 

  If you had multiple reservations, please provide additional reservation ID's or guest names and we will review those details as well.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  11/24/24 i rented a room from hotel Chicago and was told upon renting the room it was a lot of unnecessary fees. From my original booking. But the true issue was the security deposit I was told that would be returned. But never received either and I stayed there 3 nights for a total of $375 in security deposit to returned in 3 to 5 business days. My money hasn't returned and the actual manager and employees won't return my call. I've broken no rules. I had a 3 day business stay. That I paid well over $900 for 3 days and all I'm asking is my security deposit returned. I read the reviews and they're not very good and I'd just like to receive my hard money back. 

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a room at the Chicago Collection Hotel in ************ through *********. Upon arriving at my check-in date, I realized there was no one working the front desk. The maid met me in the lobby. After checking her laptop she said my booking was canceled. I showed her my Priceline confirmation and she said there is nothing she could do and then left me in the lobby alone. I called Priceline and they confirmed I had a reservation. Priceline tried calling the hotel with no answer. Days went by and called Priceline back for a refund and they told me the hotel will not refund my money and they apologized that there was nothing they could do. $114 after taxes was stolen from me. I then went online to read the reviews of this hotel and realized this has happened before. Not one review was a positive experience.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  The hotels online booking platform (***********) quoted the total amount of our stay to be $1334.52 and indicated this would be the total amount charged to my credit card. This reservation for October 3-6, 2024 was made in September 2024, weeks prior to our visit. During our stay, I noticed the amount charged to my cc on October 2, 2024, was $1547.93 for our stay. The front desk gal said the additional $213.41 was an amenity charge. This amount was not disclosed to me and was only discussed because I questioned it. I did not agree to pay the additional amount. She referred me to their hotel manager and gave me an email address. Via email, I have asked for a credit of $213.41, and in their responses to my request for a credit, they simply tell me I am being charged an amenity fee. In addition, my credit card was randomly charged .12 cents on the day of checkout---again, with no explanation. The hotel is not agreeing to credit the overcharge and does not seem to understand their error. I question the legality of charging $213.41 over the agreed-upon amount without my consent. I also question the legality of charging my card (.12) without my consent. I disputed the charges with my credit card on October 16, but there has not been a resolution. I do not recommend this hotel due to their billing practices. I appreciate any help the BBB can provide in obtaining credit from The Chicago Hotel-************ for the overcharges. I can provide copies of the correspondence and agreed-upon charges.

  Business response

  11/01/2024

  We understand the frustration of your situation, however, the issue you encountered is not with the hotel, but the third party through which you booked. Your reservation was made on ***********, not on the hotel's direct site. While our team provides our rate and hotel fee details to these third party sites, the sites are individually and wholly responsible for how they portray this information to bookers. Our fees are clearly stated on our direct booking site as paid at the time of check in at the hotel. 

  Customer response

  11/04/2024

  Thank you for thoroughly reviewing this situation.  The attached screenshot of the receipt has the Hotel's name at the top.   This is the receipt that was onscreen at the time of my online payment. It confirms the amount I was quoted and paid for the room.  

  Business response

  11/05/2024

  Thank you for the clarification. We understand your concerns regarding the difference in your balance due at check-in and the final amount charged at check-out.

  The additional amount reflects our 16% Reservation Recovery Fee (also referred to as a Service Fee on some third-party websites). This fee is listed on all booking platforms and in our terms and conditions, which you accepted during the booking process, both by signature and by confirming your agreement during mobile check-in. However, we recognize the importance of transparency, especially during check-in.

  To address this, I have contacted our tech team to investigate and correct the issue of the fee not displaying on the balance due at check-in. We appreciate your feedback and thank you for helping us improve our guest experience. If you have further questions, please dont hesitate to reach out.

  Customer response

  11/06/2024

   
  Complaint: 22436026
  
  I am rejecting this response because: the Hotel has acknowledged their billing practice is deceptive.  In their response the Hotel indicates they are fixing the problem with their booking platform.  They are acknowledging that their billing system invoices at the rate of X at the time of booking, and then the hotel adds more non-disclosed fees at a later time.  I did not agree to pay undisclosed fees when I booked the room.  I do not owe the additional fees ($213.41) because I was not made aware of them and thus, never agreed to them.  I am asking for a credit of $213.41 to reflect the amount I did not agree to pay.    Please take a look at this hotel's ****** reviews and notice that many, many other people are registering the same complaint about this hotel.   I wish I had seen these reviews prior to booking.   I have attached a document with a link to the Hotel's reviews that repeat my concerns.  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I checked into the Chicago Hotel Collection, ************ for one night on September 14. I had paid for the room through Algotels and Trivago. When I arrived, I was told that even though I had paid for the room, I was going to be charged an additional $59 plus 16% on my total bill as a "resort fee." The "amenities" included were a few lukewarm sodas and access to a lobby coffee maker that didn't even have coffee. The postings said repeatedly that all third party sellers knew about the "resort fee" and clearly advertised it. The resort fee was not advertised by Trivago or Algotels. When I complained at the front desk, I was told that the "resort fee" was mandatory and nonrefundable, and I was told to contact the third party seller. When I contacted the third party seller, Algotels, I was told that it was the hotels policy, and I should talk to them. This went back and forth numerous times. In the end, my $170 hotel room was actually a $250 hotel room because of the "resort fee" scam.

  Business response

  10/08/2024

  Adam,

  When making a booking through an online platform, such as Algotels, it is mandatory for the consumer to accept the company’s terms and conditions. As shown in the screenshot of Algotels' checkout page, the consumer must review and agree to these terms before completing their purchase. It is the consumer’s responsibility to thoroughly read and understand the terms they are agreeing to.
  
  In Algotels' terms and conditions, under the "Deposit" section, it is clearly stated: “At check-in, the reservation holder must provide a valid photo ID and credit card. This credit card will be used to cover any additional fees, incidental charges, or other costs the accommodation provider may impose during the stay. These fees, which may include mandatory charges (such as resort fees) or optional ones (such as parking, phone calls, or minibar charges), are not included in the room rate unless explicitly stated. Additionally, the accommodation provider may place a refundable deposit (such as an incidental or security deposit) at check-in. We have no control over these fees or the terms surrounding them; they are entirely determined by the policies of the accommodation provider. We strongly encourage all guests to familiarize themselves with such policies before making a booking."
  
  Our hotel’s fees, including those for the Daily Benefit Package, are clearly listed on our website with detailed explanations of what is included. A simple review of our homepage prior to booking would have provided all necessary information.
  
  Furthermore, Algotels is a third-party distributor, and the hotel’s responsibility is to provide accurate descriptions, rates, and fees to all distribution channels. We regularly review these details and confirm that the correct information has been provided to the distributor in this case.
  
  Therefore, we respectfully decline any requests for a refund.
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked this hotel and arrived at 5 pm. Nobody was there and the doors were locked. The booking company booked me somewhere else because nobody answered the phone when they called the hotel, but this hotel still charged my card. This whole business is a giant scam and I wish I would have read reviews online first.   

  Business response

  09/10/2024

  Mr. ******,

  We have reviewed your check in documents as well as the messages sent to the hotel on your arrival date. You were asked multiple times to provide a valid credit card for hotel fees as well as incidental hold, these messages were unanswered. We had a desk agent on site the day of your arrival from 4pm to midnight. They confirmed they did not interact with you nor the site through which you booked, therefore, your reservation ran as a no show and was charged the cancellation penalty of first night room charges and applicable taxes. 

   

  Customer response

  09/10/2024

   
  Complaint: 22261029
  
  I am rejecting this response because: The response is a fabrication.  Priceline has phone records of this.  I was physically present at the door of the hotel and it was locked.
  
  Sincerely,
  
  ***** ******

  Business response

  09/23/2024

  Front desk agent on site on the day of arrival stated there was no in person attempt to access building or check in. There are text and phone numbers for online ************** posted on the front door to the building as well as an emergency text line. Records show that guest did not attempt to contact ************** or Emergency line upon arrival. 

  Customer response

  09/24/2024

   
  Complaint: 22261029
  
  I am rejecting this response because:

  The response from the business is a complete fabrication.  Why else would priceline have booked me at a hotel around the corner?  THEY even tried calling and could not get a response.

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

  Business response

  09/24/2024

  Mr. ******,

  Attached is a screenshot of the messages sent and received by our ************** team. Your mobile registration was completed and received at 5:45pm, however the details were incomplete. Two messages were sent requesting an additional credit card for hotel incidentals and fees, these received no response. Video footage confirms our front desk agent arrived at 4:00 pm on the day of your arrival. On the front door of the building, the hotel phone number, emergency phone number and text line are all provided in plain sight/text. Review of phone logs and emails shows that direct contact with the hotel from the phone number/email associated with your reservation was not attempted on day of arrival and responses to OTA inquires were responded to in a timely manner. Your reservation was marked as a cancellation/no show as no further communication was received regarding your reservation after 5:40 pm. You were charged a fee as cancellation occurred within the penalty window of 48-hours prior to arrival. 

  Customer response

  09/24/2024

   
  Complaint: 22261029
  
  I am rejecting this response because: AGAIN, There was nobody that answered the phone, nobody at the front desk, and the door was locked.  Look at the time stamps of their response.  I was already booked at another hotel by the time they bothered to answer that text.  Priceline rebooked me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I had a reservation with this company for 7/31-8/5. Unfortunately the initial card used to book was stolen and had to be cancelled. I received a message for pre-arrival check in. Upon following the link and submitting my name and reservation number, I was greeted with a screen to either A) add new payment now or B) make payment upon arrival. I was in the bank trying to get physical access to my new card at the time, so I selected option B, pay upon arrival. Upon arrival, and with no alerts, I was initially told my room was available and asked to confirm if the card on file was fine. I was confused as I said I **** pay upon arrival and the last 4 did not match my stolen card. Turns out they had me under another person's reservation. When I notified them of this, I was told my original had been cancelled due to lack of payment and that I had refused to contact them. This blatantly false, but apparently I was supposed to text or call back the number that sent me the pre-arrival form, rather than contacting them through the form I was sent a link to. I was then told the new reservation would be 2-3x the original price for the 5 day stay, only to find out the next morning it was only booked for one night. I was refused to have any refund to match the original reservations rate, and was told "someone messed up and it wasn't us. We had plenty of people text or call us. We overbooked and cancel you". The manager and business have refused to send me the pre-arrival check in form showing that 1. This is a valid option they provide and 2. The selection I made.

  Business response

  09/03/2024

  Mr. *********,

  Your original reservation was made via a third party, and cancelled 9 minutes afterwards, the credit card in the reservation was a Virtual Credit Card (***) provided by that third party as payment for your prepaid reservation. This is standard procedure for many online travel agencies. This *** is tokenized and associated with your guest profile. 

  A second reservation was made on our direct booking site for the same dates less than 15 minutes after the first was cancelled. This reservation was flagged for non-payment as the credit card provided with the second reservation was flagged for fraud. Once this occurs, our system flags the card and it is no longer chargeable. This occurred prior to your arrival and completion of your online check in. Thus, the system defaulted to the other card available in your profile, the *** provided with your first reservation, which caused your confusion at check in. 

  The second reservation, which was flagged for fraud/non-payment and subsequently cancelled. Our hotel has a guarantee policy that a valid credit card is necessary to hold a reservation. I have attached a screenshot of our Guarantee Policy. As your reservation was flagged as fraud and new payment was not provided, your reservation was canceled.

  The consumed reservation was booked as new and the room type was an upgrade to a 2 Bedroom Suite, this is why the amount was different. Per your conversation with the Director of Operations, the reservation was rebooked for the full length of your previous reservations. However, you chose to check out early. There will be no refund forthcoming. 

   

  Customer response

  09/03/2024

   
  Complaint: 22155951
  
  I am rejecting this response because:
  

  I replied to the pre check in message texted to me with the Valid Option of Paying On Arrival. The card was on file for months prior to it being stolen and I having to try and rearrange my payments 2 days before arrival  Im not aware of hotels that refuse to accept payment on site when they offer it as a pre check in option, and then refuse to contact to let you know it has been cancelled, so you must arrive and pay an increased fee as they gave your suite away.  Most at least have the decency to not have payment options they dont accept and notify you have cancellations. Also I had a CC shipped to this location, I was told it never arrived, and had to cancel it as it was stolen and used. So no I do not accept this response from this thieving and scamming company

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I stayed here and there was no hot water. I was unable to shower until check out. The front desk leaves at night and they don't mention that all amenities are locked up or never opened like the bar on location. In the morning I woke up to someone walking into my room. They said it was fine because they checked security cameras and it was "only a housekeeper" but that it was my fault for not hanging a do not disturb sign. It was terrifying! I want a full refund for the lack of amenities and the frightening experience.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a room at the Chicago Hotel Collection ************ on March 5, 2024 and received a confirmation of a total of $1,136.85 for FOUR nights. On June 26 I changed the reservation to three nights in line with their policy. When I checked out I was charged $1,820.30, then given a partial credit of $455.02 for a total of $1,365.28. The final bill should have been $852.63 for three nights. They refuse to return my numerous calls and email messages.

  Business response

  08/02/2024

  Miss *****, 

  I have attached your confirmation email, which was sent to you at the time of booking, stating the total of your reservation to be $1,820.30 with room charge, taxes and fees and total highlighted. I have also included a screen shot of your reservation as it was booked in our booking engine, also showing the total due as $1,820.30. The rate for the last night of your stay, including taxes, was $333.67, the Amenity Fee was also refunded at the amount of $58.65, as well as a partial refund of the service fee. There are no additional monies to be refunded for the final night not consumed.

  Customer response

  08/07/2024

   
  Complaint: 22071102
  
  I am rejecting this response because:  the hotel is lying about the rate they guaranteed.  I am emailing the BBB backup documentation.
  
  Sincerely,
  
  ******************

  Business response

  08/07/2024

  Miss *****,
  We receive copies of each confirmation email sent to guests and yours was submitted along with our previous response with the total highlighted on the second page of the document. Costs are broken down into three sections: Rate or Amount, Taxes and Total. The photo you recently posted shows the rate amount net taxes and fees. I have attached the entire message again with amount, taxes and total highlighted. Total being the amount due at the time of check in, which is $1,820.30. 

  Customer response

  08/07/2024

   
  Complaint: 22071102
  
  I am rejecting this response because:  I canceled the fourth night way in advance on June 26.  Nothing was mentioned about a booking fee or amenity fee when I made the reservation in good faith.  Furthermore, there were NO amenities.  
  
  Sincerely,
  
  ******************

  Business response

  08/08/2024

  Miss *****,

  Attached you will find step by step screenshots of our direct booking process. On the last page, the confirmation page where ****** details and payment method are provided, I have highlighted the cost details including the Guest Benefits Package (Amenity Fee), circled in Blue, and the Reservation Processing Recovery (Booking Fee), circled in orange. 

  These details are then reiterated on your confirmation email in the areas I had previously highlighted, showing the total owed at the time of check in. 

  There are no hidden fees, all details are provided at the time of booking and in the confirmation email.

  Guest benefits included in the package include on site amenities as well as exclusive perks that never expire. A detailed brochure of the package inclusions is provided at the time of check in, additional detail materials are in each guest room as well as texted and emailed to guests upon check-in.

  The hotel charged correctly per the total amount owed on your confirmation. Hotel refunded the last night room charge and fees correctly as well. 

  Customer response

  08/08/2024

   
  Complaint: 22071102
  
  I am rejecting this response because:  I never agreed to or authorized a charge to my credit card for an amenity package that I did not want or use.  The hotel offered NO amenities.  
  
  Sincerely,
  
  ******************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On July 28 I reserved a room thru Priceline at the chicago Hotel collection Magnificent Mile in Chicago. I get there after driving all day at 11 pm. The room was $90 it came to $115 with taxes and fees..when I get to the hotel I am exhausted and they start explaining fees which come to $187...for what I don't remember..so I pay the $187 I just want to go to bed. They changed it to my debit card. Then they want a $125 room deposit. Fine .but my card got declined ..it just worked a minute ago and I checked and I had enough money.i tried contacting my bank but it was after hours and I couldn't talk to anyone until 8am. So I try transferring the money to my boyfriends account and tried his card and it didn't work. I have no other bank accounts and for some reason they don't take cash..so I ask if they could take my dad's card over the phone.no they can't ..I have no other options and the lady at the front desk understands that . I ask for a refund for all the fees and taxes that I just paid and she agreed...I got the refund back but in the morning I was charged again for it $187 plus a $75 fee for canceling my reservation..I ended up sleeping in my car and now I'm broke. I think a refund is necessary...I tried everything I could to pay them...who doesn't accept cash? Plus they refused to cancel the reservation thru the 3rd party so I owe them $115..that is $377 that I am out, my money to get home

  Business response

  08/13/2024

  ************,

  The incidental hold is required to check in and the details of such are included on the hotel's Priceline listing. For security purposes, we do not take credit card information over the phone as it is not possible to verify cardholder identification. Upon review of your charges, it is confirmed that a refund of fees paid at the hotel had been processed on 7/28/2024 at 11:27 PM. There was a charge of $75 posted to your folio, which has been determined to be an incorrect Valet Parking charge. This has been reconciled and refunded to your account. Please allow 5-7 business days, sometimes longer for debit card transactions, for this to reflect on your statement.
  

  Out of the $377 said to be owed, $257.29 has been refunded. The difference is the cancellation fee, as the reservation booked was non-refundable.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩