ComplaintsforAloft Hotel Minneapolis

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I booked a hotel room from Oct. 22nd through Oct. 24th. I arrived at the hotel at 10pm. I went to check in at the front desk, first of all, all of the parking on the premises was full so the only option is to go across the street and pay to park at $37 per day. so it would be highly inconvenient for us. They simply said they used to pay for the parking due to their lack of spaces, but they changed that policy recently and that if we didn't like it, they could cancel our reservation. We definitely didn't appreciate this, We asked to speak to a manager and they said they don't have a manager, but one of them named Rasheia was the front desk supervisor. Once I realized this, I began recording. While recording, I decided to go ahead and cancel my reservation, but before I did, I wanted to make sure that I was getting a full refund. I clearly asked if it will be fully refunded, and even repeated myself to be sure, and they confirmed that it will be fully refunded within ***** hours. I waited about 72 hours and didn't see anything. I called and spoke to Rasheia (I also recorded this conversation). I explained to her that there was no refund made, she then proceeded to say that her manager (***********************) rejected the refund. I asked her to explain why as she verified many times that it would be a full refund. She was very apologetic, because her manager rejected it but that there was nothing she could do. I explained to her that she should be the one to explain that she already promised a full refund and that she was the one in charge that day. She explained that she already said all of this to her manager, but ***** insisted on rejecting it. I tried to reach the manager *****, and left several messages, with no answer.

  Business response

  11/12/2021

  Good Afternoon,

   

  I have researched this guest and do not see any reservation in our system for the name *******************************.  If the guest has a confirmation number or an alternate name, I would be happy to research again.  As for contacting me, I have not received any messages from this guest at all.

  Customer response

  11/12/2021

   I am rejecting this response because:

  I have explained to the customer service that the name on the reservation was (***************************)

  
  

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