Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled a reservation because I reviewed an impending weather report that stated we may have bad weather after I booked my stay at Aloft. The directions stated you cannot cancel no more than 1 day after booking the reservation. I made the fee on May 28,2023 and cancelled on May 29, 2023, 1-day after. Aloft states that I cannot get my money back because it is was a non-refundable room rate. I called and stated the directions say no more than one day and they refuse to credit my ***** Fargo Credit Card. I ask for the room back and they stated, I could not get it back because it was not available but sold to someone else. I then asked the reservation rep to place me in another room but she stated she could not but would turn in a complaint to management. Someone called and stated they would not return my money and they could not give me a room. This is bad business and Aloft are cheating customers out of money. This is bad accounting on the managements part. I deserve the right to get my credit of $268+ for the room otherwise they received doubly pay for the room by selling it to another customer and/or using it to comp company workers or potential partners within the organization. I want a credit to my credit card.

  Business Response

  Date: 06/12/2023

  To whom it may concern,

   

  The guest who presented this complaint has already been refunded the entire amount of their deposit. I am attaching the folio here for documentation. The guest will have to wait the standard processing time of their bank before they see this refund reflected in their account.

   

  Have a great day,

  *****
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20142337
  
  I am rejecting this response because:
  
  The merchant, Aloft is not releasing the funds on their end. I have contacted **************** and the computer forensics show clearly where the merchant refuses to release the funds but continues to post a credit followed by a halt to stop the process each time. The merchant has performed this electronic process twice. 
  

  I am due a credit. I spoke with ********************, who works with Aloft and she verified that I was die a credit after checking with senior management. However, the processor for the credit is failing to enter the transaction successfully. I am asking for my credit and for a senior processor to process the credit correctly. ***** Fargo is waiting on the merchant to release the funds and I am waiting for the merchant Aloft to stop halting the transaction.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked this hotel for 2 nights through Marriott.com and used my Marriott points for 1 night, and a Marriott Reward Certificate for the 2nd night. When I booked, it showed I will only pay for tax, parking, and food/beverage. I checked in and the person at the desk confirmed I would only be charged for tax, parking, food/beverage. The day I checked out, I received an invoice for the tax, parking, food/beverage, and they charged my card. Perfect. Two days later, I received another invoice for 1 night stay and they charged my card for that. I have tried multiple times over the last week to get them to fix it and respond, and they have not.

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 8, 2022/09/22) */ Mr ******'s reservation was booked on 08/17/22 for 2 nights for 09/4-09/06 . He used points/certificate for the 1st night of his stay but the second night was booked with a rate of $166 plus tax. At check out he mentioned the fact that he booked on points so the front desk clerk put on hold the charge for the second night. After investigating and talking with Marriott support, a Marriott agent confirmed the reservation was never booked on points or certificate for 2 nights, he only had a certificate for 1 night. We contacted Mr ****** via email to let him know. After multiple threatening emails from Mr ****** to our whole staff we refunded him the charge for the second night, even that Marriott support confirmed his information is not correct. Consumer Response /* (3000, 10, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most of their information is incorrect. The 1st night was booked using Marriott Points, the 2nd night was booked using a Marriott Certificate. The front desk agent checking me in confirmed this when I arrived that the ONLY charges would be incidentals, which they charged me for in full. My credit card does not show any credit as of yet. I have a copy of the free night certificate that the front desk agent never applied to my stay like she was supposed to.