Business ProfileforW Dallas-Victory

I reserved two hotel rooms for the *************** ********************* in ******, ***** two months ago. I and my daughter arrived on Wednesday, March 20, 2024, at the ********* Hotel in ******, *****. As I approached the hotel desk to check in there was a veteran and trainee staff at the desk. The young lady I explained to her that I wanted to see if the rooms were ready for checkin and she stated yes. At that time I was informed that I was to pay $400.00 upfront in incidentals. I was surprised I never heard that much or that is processed during check-in. At the time of arrival and check-in. The young man (*******) I believe was his name used his calculator to tally the checkin charges. He then asked the staff (trainee) as he was walking her through the process, to split the charges and do two separate transactions. The first transaction was $1234.00 and no problem approved and I removed my debit card. I stood at the desk and transferred a total of $2470.00 from my savings account to my checking. At this time ********** sent me an alert to make sure it was me. Which I did acknowledge (Yes) to chase it was me. When the second transaction was attempted I saw on the screen approved and I removed my card. The staff said to me that it was declined. I asked her how was that possible. I just saw the approval. Both the staff went to converse with the hotel manager to let her know what had happened. The hotel never came out of her office. She stayed in her office and was telling them what to do. In the meantime. I called my bank and had them on the phone. My bank confirmed that both charges had come out. I went to my bank account and saw both transactions and were approved on their end. I asked the staff that was working on the matter. If they would speak to my bank and they agree. And they provided them with the approval and transaction codes. They gave me back my phone and my bank remained on the phone with me. The staff went to the manager again and provided her with the information and she remained in her office (*********************************).I hung up with ********** and was told by the staff to check back in a couple of hours. While they see what my bank was going to do. One room #*** was released. After a couple of hours I went back and the manager finally came out to speak with me. She repeated to me all the information she had in her possession from her staff and I told her the story again.I showed my bank account and the transactions and authorization codes and nothing. She kept stating it declined more than once, And she was not going to release the second room to me. Because it showed a decline. In the meantime, Im out of $2470.00 for one room. She offered nothing or accommodation the only suggestion that came from her was to use another card. The way I was handled was very unprofessional and cold-hearted. I spent a lot of money to attend this conference. It was embarrassing and I got the feeling that she thought I was trying to get over on the hotel and not paying. I have never experienced anything like this. I paid for plane tickets I booked two different hotels, Parking, Food, and Conference Registration fees. They lost my daughter's items from the laundry and dry cleaning. We had to request a microwave to be placed in our room. The noise of construction that was going on from 8:00 am - 4:00 pm I will be filing complaints against the ********* Hotel, ****** *****. This entire ordeal has placed a bad taste in my mouth. I still waiting for the funds to be returned to my account from the incidentals. I would like to request a full refund.