ComplaintsforThe Congress Plaza Hotel & Convention Center
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Complaint Details
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Initial Complaint
02/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The hotel accused me of breaking a vanity when all I did was came into the room and went straight to sleep and they never showed me any pictures of the vanity being broke after I asked for the proof. How can the money already be determined to come out my account on the 28th and thats when I paid for the room off of Expedia.comBusiness response
02/11/2024
this happend on 10/29 guest was charged on 10/29 when housekeeping reported damaged to vanityInitial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I stayed at this hotel from 7/24-7/25 to attend The Weeknds concert. Everything went smoothly until I got breakfast the next morning and the cashier doubled my charge. I went back to inquire about it before I caught my train back to ******** and the lady said she caught the mistake and will adjust the charge accordingly. Now its been 2 weeks as it is 8/1 and still no refund or communication as to what happened or will happen. Ive called during once a week since this has happened and both times I got no help. At this point its theft.Business response
08/01/2022
please send me email detailing your charge with dates and amount. i will investigate and respond immediately. my email address is ************************************Initial Complaint
04/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Check in was this past Friday and check out was yesterday. we stopped at the self pay parking station. 4 options on the machine to choose from, they ranged from 1 day to 4 days. When I selected the 3 day option and 4 day option and that did not go through. The machine would only allow us to pay for the 2 day option. As I arrived at the check in desk, I informed 2 different female employees that the parking would only allow 2 days and we were assured by both of them that it would be ok since it was not patrolled on the weekends and we were leaving Monday morning. After employees assurances that my car would be safe, we proceeded to our rooms. We were in rooms 915 and ****. We had issues in our rooms throughout our stay. In order to take a shower, we would have to let the water run for over 15 minutes until the warm water came out. The toilets in both rooms were completely faulty and ran for ALL 3 days non stop. The tub in room 915 would not drain the water. We made calls to the front desk to no avail. We just dealt with it and moved on. Monday morning i go to the desk, check out and head to the parking structure. I noticed my car was missing and started to panic. I called the police and they said it was towed for an expired pass-the same pass I had displayed on the dash on Friday and their employees told me it would be ok. I came back to the front desk and let the employee know what had happened and I was visibly upset about it. She responded by saying "that's not our parking lot, we are not responsible for anything that happens there and you need to contact the manager of the lot" to which I replied that the name of your hotel is plastered all over that parking lot. There are signs everywhere stating "Congress Hotel Parking". Cost of parking at hotel was $92.00. Impound fees were $218.50 and the Lyft fee to drive me to the impound lot was $42.00. $352.50 in total losses staying at your hotel. Tried reaching out to hotel mgmt with minimal effort for resolution.Business response
04/13/2022
We do not own or operate parking. guest is reffered to owner of parking lotCustomer response
04/16/2022
Complaint: 17021079
I am rejecting this response because:
Sincerely,
Parking issue cause by business. From desk employees advised us parking with an expired tag on the weekend was ok and they did not patrol until Monday afternoons. Also, business did not respond to room issues throughout weekend. Faulty toilets, bath tubs did not drain and no hot water. Multiple calls made to front desk and no response to address issues were made. Also, after letting business know about parking issues, they informed us that wasn't their parking. The entire parking lot is plastered with their hotel name all over it. We were met with the response "that's not our problem" by front desk manager. All of that after we were assured by front desk we would not have issues for an expired tag since parking options were limited to 2 day options. ***************************Business response
04/20/2022
we have forwarded the complaint to parking management. they wll contact the guest. room issues were fixed upon reporting ...Customer response
04/22/2022
Complaint: 17021079
I am rejecting this response because the room issues were not fixed. And the parking issues were caused because of the assurances of the hotel. My issues are not with parking management. The front desk at the hotel told me parking would not be an issue. Not sure why hotel management is still ignoring issues brought to their attention. Where are the logs that state there were complaints made about the rooms? Where are the logs that state that they were fixed? The manager ******** is denying responsibility to avoid compensating me for my losses and terrible experience at his hotel. I will not accept anything less than compensation for my losses. If that doesn't work, it will end up being legal recourse as I am not letting this go. I wont be taken advantage of by a hotel that preys on their guests. ***************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.