ComplaintsforBoarders Inn & Suites by Cobblestone Hotels

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stayed in Room 201 on Thursday, February 23, 2023. The next day I seen a pending charge for an additional $100.00 beyond the $169.22 I paid for the hotel room. When I called *********** and Suites to question the charge I was told that a towel had been soiled and thats why I was receiving the charge. I requested evidence of this damage. *******, front desk receptionist working at 3:55pm on Friday, February 24, 2023, told me I was charged the $100.00 for one soiled white towel. I asked for evidence of the damage and ******* told myself and my husband that they (Borders Inn and Suites) had thrown away the towel and admitted that they did not have evidence or physical proof of damage. ******* then told me I could have been charged $250 and hung up on me. I have tried to resolve my concerns with *****************, General Manager, Boarders **************************** *********, ** ************ via email and phone. I emailed him on Friday, February 24, 2023 to express my concern and request $100 refund. On Saturday, February 25, 2023 *** responded via email and stated he would be in office Tuesday, February 28th, 2023. I responded to his email on Sunday February 26, 2023 and again requested a refunded. I waited until today, Tuesday, February 28, 2023 and called Borders Inn and Suites and left a message. I also sent an email to ***************** again today and request receipt of why I was being charged and again requested refund. All of my efforts to resolve the issue have gone unanswered. Without evidence I should not be charged for any damage. I havent received any responses. I am requesting a refund for $100.00 for this charge.

  Business response

  03/22/2023

  This is in response to a complaint you received from *********************************. Towels soaked with pet urine were left in the room ******************** occupied and checked out of. Upon check-in all guest acknowledge and initial a $200 damage fee will be applied for any missing or damaged items. A damage fee of $100 was applied due to the towels being damaged with pet urine. A refund of $100 has been issued and processed. Please let me know if you have any questions or require additional information.

   

  Thank you

   

  *****************

  General Manager

  Boarders Inn & Suites

  *********, **

  ************

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