ComplaintsforCandlewood Suites
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Complaint Details
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Initial Complaint
05/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a booking to stay with Candlewood Suites on 198 Colonial Drive Horseheads, NY on 12 May -13 May 2022. I made my reservation paying with points and money. I was charged 10,000 points and $62. Upon check out on 13 May I was also charged full room rate for my stay, in addition to what i had already been charged. I was charged a secondary amount of $147.89. I called the hotel to get this reversed as soon as i noted it, which was 13 May 2022. I was told by the woman who took my call that it would be reversed and i would receive an email, however neither of those things happened. I was in town for an unexpected funeral. This charge is going to cause my account to go into the negative and incur additional fees. For a charge that was not supposed to happen. The room was paid for in full prior to us even checking in. I'd like my funds to be returned and any additonal fees that my bank has charged as a result of this erroneous charge. Thank you.Business response
06/01/2022
BBB spoke with a rep from the business who will refund the $132.05 to the consumer's card. This may take some time but the consumer can call her bank to ask to have it speeded up. The consumer is also welcome to call the business if there are any questions.Customer response
06/01/2022
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, ***** *********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.