ComplaintsforRadisson Hotel Branson

• Initial Complaint

  09/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Stated here Sept 3rd for 1 night room 308. Booked through ********* charged immediately 175.44. Checked in hotel gave debit card for 50.00 incidentals which I do understand but there is another charge that is there for 110.43. I went to front desk and was told something about a card not filed and then filed. Made no sense at all. She said it is really 0.00. So, what she does not or they do not understand although it’s pending and but the bank and all banks take the money from the balance of acct therefore; showing that it is not there and I cannot use it. So, 110.00 is floating around virtually and not allowing me to buy gas, food, or anything. Until is rectified which will be a few days. And Monday is holiday. So really if you add the 50.00 there is a 160.00 out there in a *****. I was asked upon check in for a card for the 50.00 incidentals not 110 so that was charged without my permission therefore illegal. I need this rectified asap. And proper legal action be taken as this was charged without my permission

  Business response

  09/05/2022

  We have reached to the guest and apologized for the authorization on his credit card and let him know we have released the authorization and should be refunded to their bank.   Thanks Radisson Management 

  Customer response

  09/07/2022

  Complaint: ********
  
  I am rejecting this response because: my card was used without my knowledge or the consent therefore that is breaking the law 
  
  
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  03/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I checked in and upon entering the room we could immediately smell that a pet had been in the room. We tried to ignore the odor and opened the doors to the balcony but that did not help. We had a 7:30 show, Jesus, to attend so we left early to ensure we arrived in a timely manner. So first issue pet odor room. Second issue, when we came back to relax and watch television we continuously had a box displaying on the screen approximately every few minutes disrupting things. Maintenance came up gave us a remote to the TV but in all honesty the front desk clerk *** and **** did not have a clue and no idea how to resolve the problem and didn’t seem to care. We checked in on 03/19 and intended to check out 03/21. We checked out 03/20 due to the poor service. We had a 1 bedroom king suite and want our money we’re we’re charged by refunded in full. I set up my stay with Branson.com so They arranged to cancel the 03/20 day but we drove 3 hours for our anniversary weekend. What a complete fail. The only happiness is that I’m going home in the morning.

  Business response

  03/22/2022

  As with any and all guest concerns, we take them very seriously and do investigate them.  Feedback from our guests truly help us address potential training issues, among other things.
  Our investigation comprises of speaking with staff in attendance and as in this incident, a third party travel company.  
  The ******** checked in at around 6:20pm on March 19th.  At around 7pm that evening, by then, the *******'s had already left for the evening, the third party travel company contacted our Guest Service Agent that the ******** wanted to leave on March 20th, instead of March 21st.  The agent was told by the third party at that time that, "she hates the hills and Branson and wants to leave".  Without delay, protocols were followed as is normal when making changes with a third party company and the changes were made for the *******'s to departure on March 20.  This is well before the *******s return to the hotel from taking in a show.
  Where there was an inconvenience with one of the televisions in the suite and a training issue was discovered, there are 2 televisions per suite, maybe not an ideal option, however, it was not made apparent by the ******** that it was truly upsetting.  We also did a thorough examination of the guest room regarding the potential odor of a pet.  *** ******** ***** ******* does not allow pets, however, service animals are always welcomed.  In the event of a housekeeping issue, firsthand account is the best and we appreciate the guest letting us know.  Upon inspection, we could not ascertain any odor, hair from an animal or stains left behind that may have gotten overlooked.
  We believe that our investigation is thorough with verifications of accounts that appear to be similar, however, the *******’s account isn’t completely accurate, but accurate enough with the annoyance of the television.  We do not find that this is a compensable instance and deny the request for a refund.

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