Complaints

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Request for Resolution of Unilateral Reservation Cancellation at Mayfair Hotel Dear Choice Hotels Team,I am writing to you with a sense of urgency regarding an unforeseen issue with my reservation at the Mayfair Hotel, Ascend Hotel Collection. My name is ****** ****, and my membership number is ********. I had anticipated a month-long stay with my family, commencing on June 1st of this year. However, I was greatly surprised and distressed to find that my reservation was canceled without any consent or prior notification.The hotel cited an inability to charge my credit card as the reason for the cancellation. I find this particularly concerning as I had selected a flexible rate, which does not necessitate pre-payment and allows for payment at the time of arrival. I have confirmed with your customer service center that this is indeed the case, and that payment is expected at the hotel's front desk upon check-in.The unilateral cancellation by the hotel without any attempt at communication has caused significant disruption to my travel plans and has left me feeling aggrieved. As a valued customer, I expect better from the Choice *********************** group in terms of communication and customer care.I respectfully request that the Choice Hotels Team investigates this matter and provides a clear explanation for the cancellation. Furthermore, considering the inconvenience this has caused, I am seeking a suitable remedy that addresses my concerns and restores my confidence in the ******* urge the team to treat this matter with the seriousness it deserves and to engage with me promptly to find a mutually satisfactory solution. I am eagerly awaiting your reply and trust that this issue will be resolved in a timely and appropriate manner.Thank you for your understanding and assistance in this matter.Best regards,****** **** Membership Number: ******** Zip: ***** Phone Number: **************

  Business response

  06/19/2024

  Hello there!

  Based on the case that was opened by *********************!

  Attached is some documements that prove that credit card was declined.
  We Hotel, try to validade the credit card for payment to guarantee the reservation in the Hotel./
  Guest are aware, via confirmation letter that we do charge the credit card first night. Once credit card declines, we try to contact guests and if no luck to reach the guest, we do cancel the reservation.

  Al guests must provide a valid credit card, so Hotel can charge and validate the reservation. 
  Guest ****** ****, provided a credit card that declined transactions and for that, it's our description to cancel the reservation, once guest was not reachable and we werte not able to know if guest was coming to the Hotel.
  A NO-SHOW would be a loss if guest does not arrive at the Hotel.

  Let us know if any further information is needed.

   

  ***********************
  MAYFAIR HOTEL ***
  Tel# ************

   

   

   

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