ComplaintsforSerena Inn & Suites
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Complaint Details
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Initial Complaint
08/08/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
The night I stayed was July 25, 2022. I checked into the hotel around 8 o clock that night, received my key, and was off to do some more running around. I returned back to the hotel around 1130 and went to my room only to find a new ac unit sitting on the bed and one completely taken apart in the wall. I went to the clerk and found out the room was scheduled for the ac to be worked on. I was given another room, went to the 2nd room only to find out the peep whole was completely taken out so you could see right through the whole in the door and into the room. As I opened the door, the bed was a mess and food in the trash, and the door would not lock also. I went to the front desk again and they informed me house keeping staff never showed up that day, and they were short handed. I decided I did not feel safe in this hotel and requested a refund, as I informed them I would have stayed had it not been for the uncertainty and safety issues in the hotel. I was told there was no manager on duty that night that could handle that along with the clerk also saying she works for another hotel and came here to help. We never did receive a call back from the hotel and when we call, they always tell us the manager is not in and I'd have to wait again. On top of all that, I made the reservation through ******* and booked the original room. I had left my card info at the front desk figuring it was for any damages that may have occurred. The next day on July 26th, I noticed another charge from the hotel for a room, I was charged twice and have been talking to them about a refund from that also. All and all, I would just like a full refund of the *** dollars I was charged
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.