Complaints

• Initial Complaint

  08/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On August 7th I checked into the Rodeway Inn. The Property had 2 reservations under my name according to them with 2 separate reservation numbers. I had made my reservation with Hotel Planner and only had one reservation in my email to reference. The manager showed me both reservations and said that I was obligated to pay for both rooms because there were two existing, week long reservations in my name. There was a lengthy dispute and I was told to resolve the issue with HotelPlanner because they were unable to do anything on their end because their system showed two reservations. He had us pay for one night and said HotelPlanner should be able to resolve it since they erroneously booked the duplicate stay. I paid in good faith and now Rodeway Inn is not responding to HotelPlanner to resolve the issue. Instead ** left eating the cost of a room I did not use nor need because of the unresolved mistakes of these two vendors. I am not in the wrong at all and feel that Rodeway Inn, who collected the payment, should refund the payment for the unused room. HotelPlanner denies there was ever a second reservation in existence and it feels like a scam. Please advise.

  Business response

  08/18/2022

  Thank you for reaching out to the Rodeway Inn, as seen in the *** submitted, the first page will show the two reservations the appear for the same day when the last name is searched in our database. The second screenshot provided shows a reservation for 5 days, for room 118. On the right side, it is seen that the reservation is booked through Lexyl Travel Technologies. The third page will show a CRS note, here please note the reservation number at the top - ********. This number is associated with the travel company. On the right side, the account number is also visible. This account number *********** is the confirmation number with the Rodeway Inn. The fourth page will show the second reservation that appeared in the search. As presented, the name of the reservation is under the same guest. There is also a note which states that the room was originally for 5 nights but to help resolve conflict, the guest was charged for one night of this reservation instead of the original five nights. On the right side, it can be noted that this reservation was also made through the same travel company Lexyl Travel Technologies. Finally, the fifth page will show another CRS note for this reservation in which the reservation number associated with the travel company is ********. On the right side, the account number which is associated with the ********************** Inn can be noted - *********. These screenshots show that there were 2 reservations booked for the same guest through the travel company Lexyl Travel Technologies. Unfortunately, we do not have the ability to refund the full amount as this was a miscommunication with the travel agency. We have been responsive to any questions that have come through HotelPlanner however, this is the mistake of the travel agency and not Rodeway Inn and therefore we will not be able to provide a refund for the stay. The summer time is the busiest for the business and this duplicate reservation had eliminated the possibility of renting the room for any of the 5 nights. 

  Customer response

  08/22/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  can you please resend the PDFs so that I can send t the agency?  Or can you please send directly to the agency?  I am unable to resolve with the agency without this proof. I truly appreciate it. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  08/23/2022

  Thank you for reaching out to the Rodeway Inn, as seen in the *** submitted, the first page will show the two reservations the appear for the same day when the last name is searched in our database. The second screenshot provided shows a reservation for 5 days, for room 118. On the right side, it is seen that the reservation is booked through Lexyl Travel Technologies. The third page will show a CRS note, here please note the reservation number at the top - ********. This number is associated with the travel company. On the right side, the account number is also visible. This account number *********** is the confirmation number with the Rodeway Inn. The fourth page will show the second reservation that appeared in the search. As presented, the name of the reservation is under the same guest. There is also a note which states that the room was originally for 5 nights but to help resolve conflict, the guest was charged for one night of this reservation instead of the original five nights. On the right side, it can be noted that this reservation was also made through the same travel company Lexyl Travel Technologies. Finally, the fifth page will show another CRS note for this reservation in which the reservation number associated with the travel company is ********. On the right side, the account number which is associated with the ********************** Inn can be noted - *********. These screenshots show that there were 2 reservations booked for the same guest through the travel company Lexyl Travel Technologies. Unfortunately, we do not have the ability to refund the full amount as this was a miscommunication with the travel agency. We have been responsive to any questions that have come through HotelPlanner however, this is the mistake of the travel agency and not Rodeway Inn and therefore we will not be able to provide a refund for the stay. The summer time is the busiest for the business and this duplicate reservation had eliminated the possibility of renting the room for any of the 5 nights. 

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