ComplaintsforThe Guest House at Graceland

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had gone through super travel to get a discount to stay at Graceland guest house on Oct 26 the amount of ****** was taken out when I checked in it was for 2 nights on Friday turned my keys in and was told I was paid up but they did not give me a receipt then on Oct 28th Guest of Graceland turned around and charged me for the stay for *** of ****** and been calling them to dispute the charges they charged me and have not gotten a response I get routed to a voicemail that belongs to ********************** and still no response been requesting for refund of ****** since had gone through a 3rd party since it was cheaper. I lost count how many calls and no response towards my emails either

  Business response

  11/08/2022

  We have investigated the complaint for the Guest House at Graceland and today have issued a refund credit for expenses that were already prepaid by Expedia for our customer.  An adjustment was made just for the charges that were due which was for valet parking, resort fees and taxes.  An email and details were sent to the guest detailing all this information.  Let us know if there is any additional information we can provide.

  Sincerely

  ***************************

  *******************************************************

  3734 *******************************************

  ******* ** 38116

  ************

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at the resort from 7/21/22022- 7/23/2022. I had prepaid for our stay. I was told they would keep my cc# and we could charge to our room while at the resort. I chose not to do this and upon coming home and checking my credit card statement online I saw two transaction. One was for $41.52 dated 7/22/2022 and the 2nd one was for $81.22 dated 7/24/2022. I called and left 2 messages with the manager ********************, did not get a return call.

  Business response

  08/30/2022

  We received the complaint for ********************** credit card charge.  Below is the review from our GM, ***********************, at the hotel property and one of our accounting team, *****,  who researched the complaint. Only one charge appears for the charges at EP's Grill at the hotel for $81.22 which matches a charge at the restaurant.  We do not have record of the other charge at the hotel and are wondering if she may have used that credit card herself in one of the locations in our plaza at Graceland for another purchase.

  Please let us know what other information you may need of us.  Attached is a copy of her folio. 

  Thanks 

  ***************************| Vice President of Operations/General Manager
  *******************************************************. | Graceland
  ******************************************************************. | *******, ** 38116
  Phone: ************ l Fax: ************ | ***********************************
  www.Graceland.com ********* @VisitGraceland | ********* ******************* Graceland
  
  Book your reservations for Gracelands new  world-class resort, The Guest House at Graceland.  Learn more at GuestHouseGraceland.com.
  
  CONFIDENTIALITY NOTICE: This message is for the named person's use only. It may contain sensitive and private proprietary or legally privileged information. If you are not the intended recipient, you are hereby notified that any review,dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender.

   

  Email Review of Complaint by Hotel GM and Accounting Personnel below:

   

  ******,
  
  Attached is ************************ folio and a screen shot of what she was charged. As ***** states if she purchased something else on property it was not charged by the hotel.
  
  The folio supports the EPs restaurant charge.
  
  ***** thanks for the help.
  
  Thanks,
  
  ***********************
  General Manager
  
  The Guest House at Graceland  | AAA Four Diamond
  3600 *******************************************, *******, ** 38116
  O: ************ | M: ************
  
  
  
  
  Notice: This e-mail message and or fax is confidential, intended only for the named recipient(s) above and may contain information that is privileged, attorney work product or exempt from disclosure under applicable law. If you have received this message in error, or are not the named recipient(s), please immediately notify the sender at ************ and delete/destroy this e-mail message/fax. Thank you.
  
  
  From: ************************** <*************************************************************************; ********* Tuesday, August 30, 2022 9:47 AM
  To: *********************** <[email protected]>
  Subject: RE: What does FOILIO show?
  
  I have attached the folio that show we only charged her for the $81.22 for her meal on the credit card ending in 2014.  I have also included a screen shot below that shows the only payment we took from her.  I do not know where the $41.52 payment is coming from, unless she purchased something from the giftshop or somewhere else on property.
  
  Thanks
  TJ
  
  
  
  
  
  From: *********************** <[email protected]> ********* Tuesday, August 30, 2022 9:30 AM
  To: ************************** <***********************************>
  Subject: What does FOILIO show?
  
  Good Morning *****.this is from the Better Business Bureau
  
  What do you see, inaccurate charges?
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  *******************************
  **** Sixpence
  ***********, ** 78253
  Daytime Phone: *************
  E-mail: ********************************
  
  
  The details of this matter are as follows:
  Complaint ********************* Issues 
  
  Customers Statement of the Problem:
  We stayed at the resort from 7/21/22022- 7/23/2022. I had prepaid for our stay.I was told they would keep my cc# and we could charge to our room while at the resort. I chose not to do this and upon coming home and checking my credit card statement online I saw two transaction. One was for $41.52 dated 7/22/2022 and the 2nd one was for $81.22 dated 7/24/2022. I called and left 2 messages with the manager ********************, did not get a return call.
  
  
  
  ***********************
  General Manager
  
  The Guest House at Graceland  | AAA Four Diamond
  3600 *******************************************, *******, ** 38116
  O: ************ | M: ************
  
  
  
  
  Notice: This e-mail message and or fax is confidential, intended only for the named recipient(s) above and may contain information that is privileged, attorney work product or exempt from disclosure under applicable law. If you have received this message in error, or are not the named recipient(s), please immediately notify the sender at ************ and delete/destroy this e-mail message/fax. Thank you.
  
  

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I checked in to the Guest House at Graceland on May 11, 2022 on a business trip. The receptionist said she could not find my reservation. I told her I had an email from Egencia showing I had already paid for my trip through my company. She said "no worries, I will find your reservation. What type of room did you have?" I used my personal credit card for the incidentals due to my travel and expense card temporarily not working. I got my keys and asked again if she found the correct reservation and she said she just needed to pull it from a different system. I checked out on May 13, 2022 with ***********************. He handed me a receipt for $680.83. I told him this wasn't right. I had already paid $480 through my company account and told him about my check in experience. He said he would look into it but not for a few days because "today is a busy day." He said he would not charge my **************** until he looked into it. He asked me to email him my business receipt from Egencia. I did before I left the lobby and asked again that he please take care of it and not charge my personal card. He said "they would never do that to me." The charges were run on my personal card and I am owed this amount since I have the receipt and booking through my corporate account. I cannot get in touch with anyone at the hotel. I just keep being sent to voicemail where both my husband and I have left messages. *********************** has also not replied to my email.

  Customer response

  05/14/2022

  See Attachment/File: Attachments

  Business response

  06/11/2022

  ***********************

  We have made multiple attempts to her email and the phone number listed in complaint. No response from Ms. *******.
  
  Nothing has been charged to her card except for the incidental charges that she has a receipt for.
  Originally she was authorized for everything and those holds fall off after 5-7 days.
  
  Her company never reached out and we cannot see another credit card on the reservation.

  Customer response

  06/14/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased rooms at the guest house Graceland 9months before are October 2 stay paid in full when I checked out they charged me a additional 1457.16 for my 4 night stay I have all my receipts I paid 800 in January for the rooms and conformation number

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/02) */ Contact Name and Title: **** ******* GM Contact Phone: XXXXXXXXXX Contact Email: ********@guesthousegraceland.com ****** ********** stayed with the Guest House at Graceland from 10/02/21-10/07/21. He made the reservation himself through our online booking portal. When he contacted the hotel recently, he claimed that he was charged twice for his stay at the hotel, once for $1457.16 and another similar amount. Through our POS, I was able to pull a "Credit Card History" report, which shows all transactions in our system associated with the credit card number provided (can provide if needed). After explaining to Mr. ********** that no other transactions were in our system and verifying that he di not utilize that credit card in other outlets, he became irate, yelled, and then hung up. I decided to check Synxis to verify that no transactions were not properly synced in the system and i was able to locate a second reservation under his name, for similar dates (10/03/21-10/07/21), but the reservation was booked and pre-paid through Priceline. At this time, Mr. ********** had come in contact with our Assistant Front Office Manager, ******* *******. I explained to her what the situation was so she could explain the steps to Mr. **********. She explained that his prepaid reservation through Priceline did not sync in our system and he would need to contact Priceline directly to get the refund for those dates, as is the policy with all third-party, prepaid reservations. She explained that we only have access to a Virtual Credit Card provided by Priceline and could not refund ourselves, but would approve any refund if Priceline needed verification. Mr. ********** again became irate, yelled, and hung up the phone. We did not hear from Mr. ********** again, until he contacted Greg Lindner, where we explained the situation directly to him. Please let me know if you have any other questions. ******* ********* Front Office Manager The Guest House at Graceland AAA Four Diamond 3600 Elvis Presley BLVD, Memphis, TN XXXXX O: XXX-XXX-XXXX Business Response /* (1000, 8, 2021/11/04) */ UPDATE to Mr. **********'s file. Case #XXXXXXXXXX. I reached out to Mr. ********** to inform him that we have connected with Priceline to extend the refund on his behalf. He did not answer and does not have voicemail set up or valid email on file. I will try again later and tomorrow.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩