ComplaintsforSleep Inn and Suites
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They charged my credit card $235 without my consent im not even at the hotel and never slept there. They stole money from me and I want my refund and they keep saying that the manager is not there so she doesn't have to talk to me. What they are doing is illegal and I need my money back.Business response
02/14/2023
This reservation was a 'hotel collects payment" reservation booked through the Expedia network and, per policy, payment was posted, by me, the morning of arrival, Tuesday December 27, 2022. ************ did call and speak to one of my front desk agents later that same day demanding a refund and accusing the hotel of stealing which was not the case. After speaking to me, my agent notified ************ that another form of payment would need to be secured to both issue a refund and guarantee the reservation. Another form of payment was never received, ************ did not arrive to check in, and the reservation ultimately ended up in no-show status at the close of business for that day. Thursday December 29, 2022 I issued a refund in the amount of $148.48 to the **** on file belonging to ************. This amount is the difference of the initial room & tax cost ($235.83) and the no-show fee (1 night's room + tax, $87.35). Only having the telephone number listed on the reservation, which is the same listed in this complaint, I left a detailed voicemail the same day and received no response. The fee charged is the same fee that would have been charged in the event of cancellation or no-show and is listed in the terms and conditions on the third party site through which she booked. Having received no further communication, this issue has been closed on my end and we will issue no additional refunds. In response to her allegations, my staff followed correct protocol and were in contact with me, however, being the week of Christmas and one of the very few vacations I take away from property, I was actually off-site and not taking guest calls or emails until my return. I am typically reachable 24/7 and respond in a timely manner to all individuals. I have attached the folio showing the original payment posted as well as the refund.
Thank you.
*********************
Operations Manager, Sleep Inn & Suites
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.