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ComplaintsforSpringhill Marriot
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Complaint Details
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Initial Complaint
06/01/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
The Springhill Suites in Butler PA charged us over $102.82 as a penalty for checking out a couple days ear**, during a one week stay. The terms and conditions do not say that there is a penalty for checking out ear**. This is the first time this has ever happened to us, during any hotel stay. Please have them reimburse us for that amount. The reservation was under Kathy Treleven starting May 19, and we checked out May 22. The disputed charge was for May 22, 2022.Business response
06/06/2022
Greetings,
I hope you are doing well. I have received your complaint and as previous** communicated multiple times, our policy is a 24 hour notice before an ear** check-out and the charges will not be rebated. I appreciate your understanding.
Thank you and have a wonderful day,
Audrianna B**
General Manager
Customer response
06/06/2022
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.
The manager says that their policy is to require 24 hours notice for an ear** checkout. This is not stated in their terms and conditions, which is attached. Also, no other Marriott has this policy, and no other hotel that I’ve ever stayed at has ever charged a penalty for checking out ear**. And, besides, we called the front desk the day before, and they said to call the next day to talk to the manager about checking out ear**. Wasn’t that a day’s notice?So, in summary, the terms and conditions do not reflect the manager’s policy, and the manager is creating her own policy, which is different than the Marriott’s.
And, I’m surprised that the manager of this hotel would treat it’s guests so poor**. She clear** doesn’t care about her guests, and this won’t be the last time that she’ll have to deal with this - in terms of complaints and bad reviews.******* ******** *** ***** ********
Regards,
******* ********Business response
06/07/2022
I do not make up my own rules and I do not appreciate the defamation. It clear** states that a change in the length or dates may result in a rate change- a charge. I do care about our guests sincere** and again don't appreciate the defamation but I follow our policies and procedures.Customer response
06/07/2022
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.
I’m sorry if the manager feels offended. I’m just stating the obvious, that she doesn’t care about her guests. She should study her terms and conditions more close**. She states that a change in length of stay may result in a “rate change - charge”. Unfortunate**, it does not say “charge”. Since she chooses to distort the terms and conditions, to the detriment of her guests, we’ll need to take this to the next step.
Regards,
******* ********
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.