ComplaintsforThe Ivey's Hotel

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have stayed at the Iveys Hotel about 4 times now. We love the location, the rooms are beautiful ( even if some are very loud with a bar outside the window), and the food available at ******* is wonderful. Let me say again the rooms are beautiful and relaxing. I have a muscle disease and the bathtubs are great. We came in on 6/20 and checked out kind of early on 6/23. They do not let you see all charges when you check out and in the past we have been charged for the mini bar that we did not have. We even took pictures in the past of the mini bar to show ourselves how to put things back. Even though upon checkout I told the front desk we did not have ANYTHING from the mini bar there re several charges, and ******* restaurant charged our room AND our card, I can send pictures. In the past my Husband had flower and chocolate delivered and when we looked at a picture I took a piece of the chocolate was missing. In the past I have emailed the manager ********************* about this and it is still happening. I am not sure if it is a scam being run by restaurant staff ( but the breakfast staff was unbelievably) or the housekeeping staff cause the mini bar charges re the day we checkout, so they could help themselves and charge our room or if it is. Wider scam. We are extremely disappointed Wausau we love the hotel, food, and staff was so nice and we heavily tip so to see this for a 4th time is really sad cause we would like to come back but how do we do that without getting scammed? They have our $1,082.52 the estimated total in an email sent Tuesday 3 days before arrival was estimating our stay at $822.24 and valet at $45 a night. They also put a $150 hold on your card for incidentals. How many people did they do this to? Can we ever go back, to this hotel that won awards? Would they just remove the mini bar from our room all together?

  Business response

  07/10/2024

  Please be advised that I have personally spoken with the guest following their departure and have resolved the matter to their satisfaction.

   

  In summary, there was one billing error on their mini bar which was refunded in a timely manner. The other claims are false and likely a misunderstanding of our polices.

   

  She was never charged for the same items from the restaurant on her room and her credit card. Prior to arrival her husband ordered flowers to the room which were billed to the room account. The charged is bill from our restaurant as a part of our amenity services team and therefore reflects as a restaurant charge. An amenity delivery is also subject to a service charge and this is not additional gratuity added to her restaurant bill as she suggested.

   

  We actually authorize a $250 incidental hold per night, not sure where she got $150 from. That amount authorized was in fact correct as it was for room + tax + incidentals per night + the flowers. This incidental deposited is listed at the time of booking and again upon arrival as we have our guests sign a registration card that outlines this information.

   

  Please let me know if you need any additional information.

   

  Warm regards,

   

   

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

  Director of Hotel Operations

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. **************** did provide a better breakdown of charges clearing up the communication.  He was kind enough to provide a refund as well as our 2 nights, which was above and beyond.  I do hope that the mini bar issue is resolved.  This was the fourth time it has happened to **.  Knowing it is a manual system, an Employee is entering the room after we checkout and taking items from the mini bar with an understanding that a Guests credit card will be inappropriately used, even if later refunded.  The hotel is aware of this issue and it is hard knowing you are not secured in such a way.  Its a wonderful hotel otherwise and we hope they move to a different system to ensure a better sense of safety.
  
  Thank you. 
  

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