Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Jan 11, 2025, my wife ***** did a search for the Choice Hotel in Truth or Consequences, NM. The first hotel that came up was the Comfort Suites in Las Cruces, NM. My wife inadvertently booked a room for 16 and 17 Jan at this hotel (Conf # ********). We did not realize our mistake until we tried to check in to the Choice Hotel in Truth or Consequences, NM. We immediately called the Comfort Suites in Las Cruces and spoke to *****. We told her that we booked the hotel at the wrong location and asked if she could assist. We asked her if she could transfer the reservation to the Choice Hotel in Truth or Consequences, She said she could not and to call the manager the next day. We told her we were not going to show up and asked to cancel our reservation. That night we went on line to look at our reservation with the confirmation number, but it was no longer there. Someone had canceled our reservation, and there was no longer a record of it. We had prepaid $268 and now there was no record of that. We contacted the hotel on Friday the 17th and spoke to a female (I think her name was Jayleen, or something similar) and asked to speak with the manager. She took my name and number, but I never received a phone call back. We expressed to the female that the website was confusing and we booked the hotel for the wrong location. We understand that it was our error and did not discover this until late Thursday night, but were hoping to get refunded for Friday night since there was plenty of time to rent the room for that night. Also, if we wanted to stay on Friday night, our reservation had been canceled or no longer existed. We would have like to discuss this with the manager/owner, but they never returned our call.

  Business response

  02/15/2025

  Good Afternoon,
  
  My name is **** ******* and I am the assistant general manager of the Comfort Suites I-25 N Las Cruces, NM. I am responding to this complaint from  Mr. **** **** and Mrs. ***** **** through the Better Business Bureau. I do apologize about any confusion in regard for your reservation. I did look into this matter to figure out the issues you had experienced. The reservation was not cancelled but did go to No Shows and is still in our system as well as the transaction. I do understand that you did call our property on the date of check-in 1/16/2025 which is violating the policy that was agreed to at the time of booking. Since it was booked as a prepaid reservation, the policy dictates no cancellation. I do not have any notes in our front desk notebook indicating this request to cancel and speak with management. Attached will be screenshots of the front desk note entries, as well as entries for other times different guests have called to cancel a reservation. This request to cancel a prepaid reservation does take time to get approved from management. I was the manager on duty on 1/17/2025 and didn't receive any request from the Front Desk about cancellations or refunds. However I did receive a call from Choice Hotels customer service with a request to cancel and refund this reservation. Since I did not see any notes and based on the reservation type (prepaid) and the date of the call, I did not approve that request. Unfortunately we were not able to sell the room after the reservation went into no show, but if you did stay with us for that second night, we of course could have used that reservation that went to No Shows and that payment as well. Other options would have been able to move this reservation to a later date at the request of the guest.  We are under no obligation to approve any cancellation or refunds since every guest agrees to the policies at the time of booking. If the reservation was not prepaid, we definitely could have cancelled it without any penalty, but prepaid reservations are very difficult to cancel and again does take time to get approved for a refund.  As a courtesy, and as a Choice Privileges Member, our property has approved a partial refund of $134.30 issued to visa ending in 0156. I will sent out an email to reflect that transaction. Please let me know if you have any questions or concerns. Thank you  

  Customer response

  02/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau®:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ****

*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. ↩