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ComplaintsforSea Bay Hotel
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Complaint Details
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Initial Complaint
09/14/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My family and I checked into the Best Western Plus Ocean City for 3 nights beginning August 19. Due to some health and safety concerns and with tropical storm Henri approaching our home, we gave 24 hours plus notice of checking out early. I approached a manager and briefly explained our situation and asked for a refund of our final night stay since we were checking out early. The manager told me no and all money is collected and non refundable at time of check in. I know hotel managers have flexibility/judgement in case by case decisions and I learned this hotel does not work with the customer in coming up with a resolution. I was willing to come to some rational, meaningful proposal such as an early check out or cleaning fee but I was told no. I believe the hotel was gouging me by charging me the final night stay and offering it as an available room to the public, thus collecting double payment. I am requesting $499.45, the total (incl. tax/chrg.) of the room for the last night.Business response
01/20/2022
Business Response /* (1000, 8, 2021/09/30) */ Our hotel policy is that we do not issue refunds for early departures which is the case for most resort properties. This is stated on our confirmation letter and on our registration card. Guest was made aware twice and doesn't understand why we can't make an exception. Everyone's situation is an "emergency" which is why we don't make exceptions. I'm sorry that we don't allow our guests to make up their own cancellation polices. Consumer Response /* (3000, 10, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I gave over 24 hour notice to cancel my last night stay due to health and safety concerns. My concern was hurricane Henry coming towards the hotel region as well as my house. In addition, my child who is unvaccinated started to show symptoms of covid-19 as the day progressed so our family decided to do the right thing by leaving for the safety of all. I would like to know the consumer protection against the hotel's no refund policy when it comes to natural disasters and covid-19.?Again, management was inflexible and unwilling to come up with a sensible solution as discussed in my original message. Business Response /* (4000, 12, 2021/10/08) */ The complaint and our policies have been answered and explained numerous times and there is no need for any further responses.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.