ComplaintsforComfort Suites Helena Airport

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 8 at 11:21:25 a reservations was made for two rooms. Confirmation Number: ********* . Total charges for the TWO rooms is $912.72.On February 27, (I) I called Comfort Suites and cancelled the reservation under this same confirmation number *********. Cancellation was acknowledged by 504928276.I never stayed at the Comfort Suites I had cancelled the reservation.On March ****************************************** the amount of $456.36.When I questioned the hotel as to why, I was told that it was for the no show for the room booked. They detailed that when I booked 2 rooms 2 reservations were generated and I only cancelled 1. I received one confirmation number for both rooms for a total cost of $912.72 at the time of booking. I called to cancel that reservation which I did. I was later told it is the hotels policy that each room is ultimately booked under a separate reservation so when I requested to cancel the reservation only one room was cancelled. This is a hotel policy and procedure issue and I am not responsible for their broken system. I received one reservation confirmation and cancelled that reservation (which in the confirmation was for the total of $912.72). I would like the balance of $456.36 removed from my credit charges. I did not no call no show I cancelled the only reservation that I made Please let me know if you need any additional information is needed in order to get the $456.36 removed from my credit card.Thank You,********************************* ************ *******************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We initially reserved a room using hotel.com for May 7th for a baseball tournament in Helena, MT. We actually needed to stay on the 6th as well. So, I called the hotel to get our room for another night. Since my Saturday night was ready paid for, we would have to check out Saturday and check back in. I was notified Saturday that our reservation through hotels.com was canceled. My husband would have to pay for Saturday room again and we would need hotels.com to refund our money. I went to my account and saw that they charged me 165 for Friday night which was fine but there was 2 identical pre authorization for Saturday night for 188. I called the hotel to find out why we were charged twice for Saturday night. They were supposed to fix the issue. 15 minutes later I look at my account and they pre authorized another payment for 194. I called again to find out why my husband's debit card kept getting charged. They said that they weren't charging my card and that they had taken out our debit card information out of the system so the pre authorization charges would no longer happen. I go to check my account again and they pre authorized another payment for 134 from our account. I called again and they said they didn't know why it was happening. They indicated that it must be hotels.com charging which wasn't the case because I had used a separate bank to book the room. The card that kept getting the pre authorization charges was my husband's account. We had to shut his debit card off because this kept happening which left him without a card to use in Helena and I was home in ********. We had to hold off on purchases because our account was deficit all those pre authorization payments. I'm hoping that they reverse the charges but we had to endure significant stresses and canceling our card and there was no attempt to make it right.

  Business response

  06/08/2022

  The customer complaint is inaccurate and not service related. This guest choose to book and cancel reservations via a third party. When she cancelled through another company she expected an immediate refund. Because she did not pay us directly we had no control over her obtaining a refund. Now that she was booking through us she was required to pay us however, this would have been done prior to her receiving her refund from another party. The customer was upset to start with, but again, her obtaining a refund from another merchant is not in our control nor os it out responsibility. This customer became upset when her card was authorized for her stay. All of the images attached are not actual charges. They clearly show as pending. The customer was informed and we explained in multiple occasions that all the pending authorizations would be released upon checkout. How long her financial institutions takes to actually out those funds back into her account is something we have no control over. It is strongly recommended that you use a credit card to book your reservation because the use of a debit card is likely to create this type of issue. To date the guest was not and has not been charged anymore than she had contracted to buy from us. While we understand her frustration, our business does not have control over the refund she is trying through obtain from another company, nor do we have control over the rules of her own personal financial institution. We request this complaint be marked resolved and removed as there is not actually a complaint about our business or the services we provided.

   

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