Complaints

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• Initial Complaint

  Date:03/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During my stay at the Holiday Inn Express North in Topeka from February 26 to February 28, 2024. I was unexpectedly charged for early departure, and this charge came as a surprise to me because I was not informed of any potential fees during the reservation process or upon check-in or check-out. I reserved three nights, however, on the night of the 27th I had a fever and I was feeling very ill, so I had to leave early due to illness. On the morning of February 28, I informed " ***** and " *******, the reception staff, and the shift manager of my situation and the need to vacate the premises they did not inform me at that time that I would be charged early departure charges. I got a receipt and a mask and I left. the next day I needed to send the receipts to my work I found the extra charges. I called the hotel, and explained the situation to " ******** she explained to me that it was the policy, I explained to her that I left due to illness and that if she needed a doctor's note or something I would provide it. I was told by ****** she would call me back after she checked with the manager. I called the hotel daily, but I never received a callback. I also contacted the cooperation office on Thursday, March 7th and they opened a case for me. The case number is ************ To resolve this issue, I contacted the hotel's reception after my departure, seeking reimbursement for the early departure fees. However, the manager advised me to dispute the charges with my credit card company, stating it is a policy. I emailed them asking for a dated copy of the policy as I was never informed of it. I haven't received any replies still. I would like the hotel to reimburse the credit card for the 117 dollars that I was charged for the early departure. I would appreciate your advice on what actions I should take or who I should contact within our bureau to resolve this matter.

  Business Response

  Date: 03/12/2024

  Guest was credited points for this issue and it has been resolved on our end. Early Departure fee is part of our policy and while we apologize for the inconvenience of the guest being sick, we do have to stick to what our policy states. 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: ********
  
  I am rejecting this response because I need a copy of the hôtel policy
  
  Sincerely,
  ******* ********