Business ProfileforHoliday Inn Express Hotel & Suites Columbus North-OSU

We arrived at Staybridge Inn and suites on February 18, 2024 at 3:08 PM and check in time was 3:00 PM. ***** (*****?) was the receptionist and when we gave the name for our booking she advised the booking had been canceled. She said the card on file was declined. I advised that I would be using my card and my ID for check-in; however, it was expressed to us that ***** was unable to do that. She told us she was unable to retrieve the booking and we were unable to pay with a different card for that booking she then began to become argumentative. I explained to her that I’ve never had this issue through Booking.com, and I was confused as to why our booking was still showing as active on the Booking.com site when I pulled it up in real time. She began to raise her voice at us, and it made us feel embarrassed and belittled. When I asked if we could set a reservation and check in with her directly, she told us there were no rooms available for February 18 through February 21, but she could call the ******* *** ******* and see if they could give us a room only for February 20. I then advised that we booked this room at Staybridge because of the amenities (full kitchen) and the Holiday Inn did not offer a room with a full kitchen. She kept telling me there were no rooms available for my dates. I offered her my card throughout this entire interaction but she made no effort to rectify the situation. When I tried setting a new reservation through the Booking.com site, the dates were in fact available. At this point, I was so disgusted by how ***** had treated us, I just requested she could see if the Holiday Inn had availability for all three days since she was pushing us to go there instead. She then called over to ******* *** ******* and told them we were coming. She didn’t offer any further assistance or accomodations. She just sent us next-door and told us to give them our names. It was such a frustrating experience. When we arrived at the ******* *** ******* , I told the receptionist my name and she just asked for my payment. She didn’t tell us what amenities were included, nor did she tell me the price. She just told me to insert the card into the machine. When I asked her how much I was being charged, she was unable to tell me right away. I asked the receptionist that was assisting us at ******* *** ******* whether or not it was common for them to receive people that were pushed away from Staybridge In and Suites and she answered "Yes." I also advised that ***** stated we would only have to pay the $401.81 total for the room which included the deposit that would be refunded. So not only was I not charged the proper rate, but I was overcharged. The room was not the same type of room that was originally booked with Staybridge Inn and Suites and the room was not worth what we paid. The interaction with ***** the receptionist at Staybridge inn and Suites, and the receptionists at ******* *** ******* was not a good representation of your company or the type of management both hotels are under. The overall lack of courtesy and understanding from the employees in both hotels was disappointing. I called in yesterday and spoke with ******* to have my $100 deposit returned to the card that was charged for the stay. When I called last week I was told it takes 5 business days. So I waited until today to follow up. It took her a while but she eventually said “You’re good to go, and you’ll see it in your account.” I immediately checked my account and noticed an additional $800 total pulled from my account. I immediately called back and when I gave her my name she said “I knew you’d be calling back, I’m sorry it was an accident.” I didn’t get a chance to tell her but at this point I was furious. She said it will be reversed to my card. I asked when because that was in my account for bills that needed to clear. At this time I’m out of a total of $900 from the ******* *** ******* and I need an immediate resolution to this issue. This has been a very disappointing experience. How do you charge an additional $800 when $100 was supposed to be returned to me.