Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  August sixth 2024,paid *****, we went up to the room and noticed the shower curtain was broke there's black mold in the tub and the drain plug did not fit the tub and the refrigerator and freezer does did not work and we let the manager know about the black mold and her response was I know

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 25th I checked into the hotel with my boss as we had stayed for 2 previous weeks. The original reservation was under his name which is ****** ******* but my card ending in **** was on file under the name of ****** *******. I realized my card was charged two times for $320 on 07/26. I went to front desk and they had reversed one of the $320 transactions and at that time put the reservation in my name. When I checked out on 07/29/2022 there was a charge of $364.80 showing as well. I questioned them at that time and told them that I had already been charged $320 because at the beginning of the stay it was agreed upon of $80 per night as opposed to what we had been paying which was 91.20. The manager then stated that she didn't know who authorized $320 payment and she did not see that I was charged that. She is only seeing $364.80 and they must have already voided or refunded the payment. I waited until Tuesday Aug 2nd to call back and explain I was still seeing the charge they told me to call back when the manager was there. I called again on Wednesday Aug 3rd and talked to the manager and they insisted that they are only seeing one charge and there was nothing that they could do and that it was a problem with my bank and to contact my bank.I contacted my bank and they see two separate charges from that location. As of today my bank records clearly show the two transactions from the same place. I have called multiple times as well as my mother ***** ******* to talk to someone and they keep avoiding calling us back. I was charged twice for that weeks stay and they claim that they don't see that. They should be able to look at there credit card transactions to see if my card was charged multiple times regardless of what the reservation shows. Its possibly they charged it under my boss reservation or someone else possibly. Regardless I was charged twice and they are not willing to help or look for it.

  Business response

  08/22/2022

  Hello,

  
  

  We received a complaint notice via mail today so I wanted to send this email as final confirmation of charges on this account as we have explained multiple times to the guest.

  The guest was not overcharged. As proof, I have provided all folios as well as a form pulled directly from our system to show all charges posted to the card ending in ****.

  
  

  The guest and his boss (****** *******) were quoted $80 plus tax ($91.20 after tax) a night. Our normal daily rates are $90 plus tax ($102.60 after tax) but we gave them a $10 discount since they were here for business.

  
  

  They stayed a total of 3 times with us. Below is information on the dates stayed as well as amounts charged, which will also reflect on the emailed attachments:

  
  

  7/11/22 - 7/15/22 : $364.80

  7/18/22 - 7/22/22 : $320.00 (guest received $80 after tax rate this stay due to a front desk employee entering this amount without authorization from management. We did not change the rate during this stay since it was an error on our end)

  7/25/22 - 7/29/22 : $364.80

  
  

  If you have any further questions, please let me know. 

  
  

  Thank You,

*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. ↩