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ComplaintsforEmbassy Suites Columbus Airport
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Complaint Details
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Initial Complaint
12/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I want to dispute the duplicated charge ($138.65) from Embassy Suite in Columbus OH on the December 16th. I had a one-night reservation timeframe (from 12/14 4to 12/15) but got charged for the additional night (12/15 to 12/16). First of all, my reservation provides me the rights to use the room from 12/14 4pm to 12/15 noon. I checked in and out within this time frame. I arrived the hotel around 6:40am on the 12/15 and left the hotel around 10:30am on the 12/15. Secondly, the front desk NEVER asked for my consent to make the 12/15 to 12/16 reservation. In other words, I NEVER authorized this charge. There were two front desk employees checking me in and neither of them explained anything to me. They simply gave me the room key and welcomed me to try out the breakfast. Thirdly, in fact, I had a reservation at Hilton Columbus at Easton on 12/15 to 12/16. So, it is ridiculous to believe that one person could stay in two Hilton hotels on the same night!!! Since I realized the charge, I called hotel twice for resolution on 12/19 and 12/22. They were not only refused to help but were condescending with statement like, “we were kind enough to allow you go to your room”. Fact check, it is hospitality business’s basic to provide customers with access to the service they paid for. It was not a charity case out of someone’s “kindness”. This experience is extremely disappointing and completely ruined the Hilton brand! Here is relevant information and timestamps: - My reservation with Embassy Suite is on the 12/14 to 12/15. - 12/15 6:30am ET: I landed Columbus via a red eye fight from San Francisco (United 1770) 12/15 around 6:37am ET: I Arrived Embassy Suite via Lyft on 6:37am. Checked in at Embassy Suite. - 12/15 10:27am ET: I left Embassy Suite via Lyft - 12/15 10:36am ET: I arrived Hilton Columbus at Easton via Lyft. Checked in at Hilton Columbus at Eason. Feel free to contact me for more information.Business response
01/10/2023
Good Afternoon-
We will contact the guest immediately and resolve the issues at hand.
Thank you for your patience.
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BBB Rating & Accreditation
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.