ComplaintsforCambria Hotel Southlake DFW North
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Complaint Details
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Initial Complaint
01/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I booked/paid for the 2 night stay on January 15th. Reservation dates were 1/19/24-1/21/24, per my email confirmation. On Sunday 1/21/24 around 6AM I called the front desk from the room to ask for a late check out. The gentleman stated check out time is noon and asked if I would need later than that. I told him yes, he told me he could do 1PM. I let him know that would work. We left around 7AM and returned around 11:15/30. I was able to get back into the room when we arrived. I went to my car to get something and when I tried to get back into the room my key card did not work (11:52). My daughter was still in the room so she let me in. I called down to the front desk to see why my card was not working and she stated they would need to reactivate it. I told her it was fine that we should not need to use it anymore. I also verified with her that I had a late check out and she said yes. At 12:10 housekeeping banged on the door (privacy tag was on the door) and when I answered she asked if I was staying another night. I told her no and that I have a late check out time. She asked if I had talked with the front desk and I told her yes, I have talked to them twice. We left around 12:52. Monday morning I received a text stating I am checking out today (1/22). I called the hotel to verify they had my check out date 1/21. The hotel changed my check out date without my authorization and also charged my card without authorization. I asked for the manager when I called on 1/22 @ 12:11 P.M. and was told she was on the other line . I left my name and number but never received a call. I called again 1/22 @ 6:26, left a voicemail and still have not received a call. The front desk stated they would refund my card for the additional night and it was a miscommunication on their end. My bank statement shows they charged the card on 1/24 for 2 different amounts, that is 3 days after my check out date and the day after I spoke to the hotel and was told they would refund the night!Business response
02/12/2024
Please see attached.Initial Complaint
11/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hotel reservation number: ******** I really am disappointed in the stay I had at the Cambria Hotel in **********, ** for my birthday. For one, upon entering our room we found that there was a black fake fingernail on the floor in the restroom. Me and my fianc were also woken up THREE times by housekeeping knocking at our door at 10:30 am although check out is noon and we had the privacy on the door. I dont feel this hotel was worth any points used and I would like a refund if possible in getting my ****** points back. I was also told by the front desk associate that I was getting a complimentary offer due to my member status - open the envelope and there is nothing inside whatsoever. Happy birthday to me ??. I booked this trip to relax for my birthday and left feeling underwhelmed, disappointed, and ******* exhausted due to hotel staff waking me up three times.Business response
12/07/2023
****************** contacted our brand customer relations department with her complaint. She never communicated the issue to the property directly. We were notified of her concerns and the inevitable outcome after the fact.
Guest Relations offered her a refund of ****** points, and she accepted the offer.
If I can answer any additional questions, please let me know.
Thank you,
***************************
General Manager
Cambria Southlake
Customer response
12/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.