ComplaintsforHotel at Batavia Downs
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Complaint Details
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Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In January 2023 I booked 2 rooms at the Batavia Hotel for July 21st, confirmation #’s ****** & ******. My credit card was charged for both rooms in January and I received the respective confirmation emails. In July, I was told that confirmation #****** was cancelled back in January. I DID NOT cancel this! I did not receive any cancellation notice, nor was my Mastercard credited. So your hotel held $220 of my money for six months for a room that was technically not reserved for me. Obviously, this has ruined my weekend plans, as the hotel is now full and I cannot get room that I thought was reserved since January! I would like to hear back from the Hotel at Batavia Downs on their thoughts for this unacceptable debacle at this hotel.Business response
08/14/2023
On January 14th there were 4 reservations made online. Reservation numbers ******* ******* ****** and ******* Five minutes after making them, Sandra called and told us that she made too many reservations. She only needed 2. Our desk clerk cancelled 2 of those reservations. Ihotelier (online) cancelled one a few hours after it was made. We have no control over online cancelling them. That left her one reservation. One July 15th Sandra came to the desk to check on her 2 reservations and that is when she was told that she only had one reservation. We cancelled 2 of them for her like she asked us to and online cancelled one. We were completely sold out so we couldn't make her another reservation. She was charged for 2 of the rooms at the time of booking and she was refunded $220.89 for both of those reservations on 7/15/2023. None of the managers heard anything else from Sandra regarding this matter.Customer response
08/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regardless of who & why my reservation was cancelled, it does not explain why I did not receive a cancellation notice & why they did not refund me in January. They still held my money for 6 months until I requested a refund. That is unacceptable!
Regards,
****** *******
Customer response
08/17/2023
The original charges were on the Hotel at Batavia Downs (no third party) charged to my credit card on 1/14/23. Those charges were credited on 7/15/23, at my request, when I found out the room had been cancelled. I had to request a refund. Again, I was never notified of the cancellation.
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This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.