Complaints

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a reservation through hotels.com (conf #*************) to this hotel on 3/24/22. I was charged $88.15. I was a newly single mom, traveling with my 2 children for my daughter's Crohn's Disease appointment in ***********. We had traveled over 5 hours. I received an email from hotels.com prior to us arriving at the hotel, asking how check-in was. This puzzled me as we had not been to the hotel yet. Around 8PM we pulled into the vacant parking lot and saw 1 car with a couple sitting in it. My kids and I were very nervous by this. They entered the dark reception area with me. No staff was on site at all! MY ROOM KEY LABELED WITH MY NAME AND ROOM # WAS LYING ON THE ***** DESK! Anyone could have walked in, gotten my name and keycard, entered my room, waited for me, or known my name to act as if they were staff. I canceled my reservation, hotels.com said they would have to have consent from the hotel to return my money. I saw a car pull up and a staff had arrived. I told her I wanted my money back, she said I could talk to mgmnt tomorrow, I called a # on a sign, that lady was rude and said the website said this was their key policy to which I disagree, it says "if you...arrive after 10PM...contact,,,in advance...Front desk staff will greet guests on arrival." (the other car in the lot was a couple as frightened as we were trying to cancel/get money back as well) The hall leading to the room was dark, the room was dirty, sign outside said "breakfast", sign inside "no breakfast" - false advertisement. I guess when they left my key on the front desk they told Hotels.com I had arrived and that's why I got the email. Hotels.com did speak with me and worked toward a refund request but could not reach anyone at the hotel and canceled my request 3/30/22. This is a scam. They take your money, put out a key, no one answers their phone for questioning, false advertising. Dealing with this ordeal cost me money and time.I want my $88.15 back because I did not receive a room.

*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. ↩