ComplaintsforClarion Pointe Medical Center

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved a single room at this hotel on and for Friday, 4/12/24. Myself and my grandchild checked in around 8 pm. The front desk clerk said I had 2 reservations..I told her thats a mistake I only need one room and will call Hotels.com and clarify it. She then said, I need a credit/debit card for incidentals in the amount of $60. I gave her my card and asked when it would be reimbursed. she said, "oh in the morning when you check out, and we dont actually charge it, its just pending".I called Hotels.com as soon as I got to the room (305) and asked about why i had two reservations. They couldnt explain it and said they would have to call the hotel desk and have them authorize a release of the funds for the other room. They called me back shortly and said that the girl at the desk didnt have authorization to do that and the manager would be there in the morning. I called hotels.com again at 8 am and they called the front desk and returned my call. They said ********** told them she didnt have the authority to refund the money and that the District Manager (*****) did and she would be in Monday. I called Hotels.com on Monday at 1 pm . They put me on hold and came back and said the front desk person refused to let them talk to the Dist Mgr "*****". I called the hotel and when I told them what I was calling about they hung up on me. I then called the corporate office of Clarion at ************** and spoke with a lady (I didnt write her name down) told her what happened and she said it was unreasonable on the hotels part and she would call them and get back with me, via phone or email. It is a week later and I have heard nothing so I called Hotel.com again. They have to have permission from the hotel to return my money. They put me on hold, called the hotel and came back to me and said that they were not going to refund my money, not for the room I didnt stay in or the 60 for incidentals. I called the Clarion Corporate again and spoke with *****. He said he could see that two rooms were reserved and the other room was marked as a "NO show" I clearly had a conversation with the girl at the front desk and she knew it was an error on the website and told me it wouldnt be a problem and the manager would fix it in the morning. I asked for a receipt that night and she said her printer didnt work and could she email me.. I never got an email. Ive called many time in the last few days and they hang up on me or wont answer the phone.. This is basically theft. Clarion corporate said they will fix the issue and Im not sure if they can, but I want anyone planning on staying there to be aware the management is clearly unethical and you ARE NOT A GUEST there you are THEIR Victim. They charges were $1 run to check my card $60 for incidentals $78.04 for room 305 The total they owe me is $139.04

  Business response

  05/06/2024

  There were 2 reservations made under ***************************** via a third party website. Both rooms were held for her for that Friday night. If a receipt is needed, the third party website they paid through would be able to provide it. We do not have the total amount they had prepaid for the reservations made. Unfortunately, we would not be able to issue a refund as the third party took payment, not the hotel directly. The room was also held for the guest.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed at the Clarion from February 27-march 5,2024 also March 5-6. My wife had her service dog. After leaving the hotel our deposit was kept. The first resonance given was my dog was not a service dog,second the dog peed in the room. No he did not. After telling her we have pics of the room when we left she changed rhe reason to the room smelled like dog, today her reason was the dog was rowdy and never stopped barking also NOT TRUE.if the dog was a problem why did they ask us to stay another day. While I was in my surgeons office the hotel called more than 10 times saying they were removing our items, that we did not have a reservation in front of my surgeon while getting awful news that I needed three more surgeries. I ALREADY HAD 6 SURGERIES IN 7 MONTHS. When we arrived back at the hotel they Saud they found the reservation that the employee just had to refresh the screen we stayed another night NO ONE ever complained about the dog when we were there they are making up lies to keep deposits. My wifes dog is registered she was sworn at embarrassed hung up on, was called a liar the Mgr ***** said she did not have a service dog.theses are violations of the **** I want a refund of all the money. I will have too look up the total it was about $500.we have the dogs service dog papers. MY is not supposed to have to produce we did not have it with us but I have a copy if necessary to validate the truth

  Business response

  04/11/2024

  During check in, as a part of our standard process, we authorized $60 with the guest for any incidental issues. Once the room has been inspected on the day of check out, the amount would be returned back to the guest. With that said, on this particular incident, we found dog urine in the room, caused excessive amount of smell that resulted in having to place the room out of order so we can properly treat the room as well as sanitize the fluids to ensure the next guest are not exposed to the risk. The cost for treatment was $100 which covers supply and labor, and the lost revenue for the room was $140. Per the policy that the guest signed, the $60 deposit initially held was applied to the cost of the damage. The guest still owes $180.

  Customer response

  04/11/2024

  Complaint: 21468789
  
  I am rejecting this response because: The dog did NOT urinate in the room! where is the picture. It is a blatant lie the owner of the property also assaulted me and ripped my dogs service dog papers. The police were called charges have been filed. I also had 7 surgeries in 7 months . I was at the hotel recovering. My dog is a registered service dog. He has NEVER gone potty in a b business ever. LIES read all the reviews they are also taking cash ONLY for a deposit so a customer could not recover the deposit after being scammed
  
  Regards,
  
  *********************

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