ComplaintsforComfort Inn & Suites And Suites Fredericksburg
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Complaint Details
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Initial Complaint
05/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
February 24, 2023 we paid our bill in cash. The hotel charge the bill against our bank card. ) I spoke to the hotel manager about the matter on two occasions and she said she would look into this.She said she could see we paid cash but, showed no record of the bill being charged on the card. I wrote her a letter repeating the whole conversation again in detail. I also enclosed a copy of the bank statement showing the charge of $236.17. As of today May 30, 2023 I havent received any response. There has not been any refund to our account.Business response
05/31/2023
This is a bogus claim against the property.
The guest's credit card was never charged for their stay. Credit cards are required to reserve a room, and all credit cards on file for arriving reservations are pre-authorized for the stay on the morning arrival. The receipt clearly shows cash was taken for payment for this guest. I have attached screenshots proving the card was only pre-authorized and not actually charged for payment. Typically authorization reversals take anywhere from ***** business days to reflect on the account, depending on the financial institution. After going back and forth with the guest several months ago, I suggested she submit a chargeback through her bank because the property cannot force banks to reverse the authorization any faster. In the attached screenshots you will see the authorization became "void" at check out on 2/26, meaning on the property's end, the authorization started the reversal process on that date. This claim should have been brought against her bank, and not this hotel.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.