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ComplaintsforWoodlands Inn & Resort
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Complaint Details
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Initial Complaint
10/09/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked this reservation on 12/3/21 for an overnight stay 10/8/22. When I arrived I was told my room was switched without my knowledge. After 45 minutes of talking about the issue I was given the room that I had reserved. Upon check out I reviewed my bill and noticed an in room movie charge that I did not make or authorize. I want the $19.99 refunded.Business response
10/21/2022
Hello ******************,
I am in receipt of your letter regarding **************** complaint. **************** is correct in his statement. A reservation was made for him by the previous owner for a Bridal Suite. Bridal Suites can be booked Sunday through Friday as open reservations but Saturdays all bridal suites are held for our bridal couples that are hosting their wedding at The Woodlands. Unfortunately for ****************, it was made by the previous owner of the property so when the weekend came up for review, the error was caught and we planned on moving him. We were able to have **************** stay in the room that he originally booked and moved the bride and groom to a different room type. Regarding the charge of $19.99 for a movie, I did instruct the charge to be removed this morning.
This does happen time to time in all hotels, its typically a human error, oversite or someone not following procedures. I understand his frustration, as this was a special night for him. The staff and myself, did our best to rectify the situation and we were able to accommodate him for the room type.
I am sorry we missed the mark on customer service during his stay, our intention is to always provide an enjoyable stay for all of our guests.
Customer response
10/21/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.