ComplaintsforHawthorne Inn & Conference Center

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my disappointment with the rate that I was charged during my stay at the Hawthorne Inn & Conference Center on October 19, 2023. Upon my arrival at the hotel on October 19, 2023 for check-in, myself and others were told by someone who identified himself as the General Manager that he could not honor the rate on my reservation. He requested “paper work”, I asked what paper work. He never told me what paper work he needed, he said I had to be on state business, which is contrary to the requirements stated on the website. I am familiar with the conditions for special rates because I use them frequently. When using a special rate, the conditions for that rate are spelled out on the website. When I made my reservation, the condition stated on your website was “Proof of eligibility required upon check-in (Valid ID)” (see enclosure). I had my valid ID, but he was not interested in seeing it. As of this writing, the requirement on the website for the state rate remains the same as it was when I made my reservation. I am requesting a refund in the amount of $293.80, the difference between the amount I paid ($527.71) and the amount I was quoted ($233.91) (see enclosure). I acted in accordance with the requirements found on the website. If there was an error, it was not mine. I believe the amount on my reservation was not honored because of the **** homecoming and hotels charge higher rates.

  Customer response

  11/26/2023

  I have not heard from the business in response to my complaint.

  
  

  Business response

  11/27/2023

  Good Morning,

  Please see the attached documentation from our website.The info button must be clicked for the documentation required, call the hotel for details box to open. We had about 11 guests that booked the state government rate during a city wide event. Our AM front desk associate called and left a message for this guest at the number on file in the guests reservation notifying them that they needed to provide documentation as the website stated. The documentation needed to state that the guest was on official state business. The hotels rate was $299.00+ during this special event. We discounted the guests rate to 199.00 + taxes. All guests who booked at the state rate with no documentation were offered this same rate or to cancel their reservation with no penalty, this guest did not cancel their reservation and chose to check in. We did have a few guests who presented paper work at check in and their rate was honored.
  

  Customer response

  11/27/2023

  I am rejecting this response because:
  

  I never received a call from anyone associated with Hawthorne Inn. If someone called me there should be evidence of the call. As stated in your response, the requirement for that rate was a valid ID, which I presented. I also called the hotel 2 days after I made the reservation to confirm the rate information. I traveled from out of town to attend an event, so to suggest that I cancel the reservation at the last minute knowing no other rooms were available is preposterous! I honestly believe that this was done intentionally, to bait and switch knowing that guests would continue with the reservation because they had no other options!

  I have no reason to lie about $240, it's just not worth it. I now know who Hawthorne Inn is and I don't like them at all! Needless to say, I will never stay there again and I will make this suggestion to anyone considering staying there!

   

  
  

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