ComplaintsforTravelodge Port of Tacoma

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a paid for a hotel room 6 months prior In April for a concert I was attending in October. I drove 8 hours and went to check in to my hotel room before I go to the concert when I was told that there were not enough rooms for their last 15 or so reservations that they had even given out their non functioning rooms without bathrooms and that they have been too busy to call and cancel reservations. After planning in advance and driving 8 hours I was irritated and worried about what I was going to do. I asked if the refund would be issued back to my card which then they looked up my reservation and assured me it would. I then had to try to find a hotel after the concert at 11:30 at night which took me driving to another town 30 minutes away and paying more than double. That ruined the whole point of paying and planning 6 months in advance. I tried to contact my card company and see if a refund process had begun but they said that it hadnt, I then spent 3 hours on the phone while they tried to reach the hotel and get it fixed with no luck yet. I understand things happen but I feel that especially after me paying 6 months in advance and driving 8 hours just for them to not have a room for me the least they can do is issue my refund they said they would give me.

  Business response

  10/22/2023

  BBB Case #: 20750259
  Hotel Site #: 14892
  Customer Care Case #: ********
  
  Dear Contact:
  Thank you for notifying our office of the concern filed by ************************* at the Travelodge by Wyndham property in Fife. To assist in reaching a resolution, *** informed the propertys general manager of the situation. The general manager will contact the guest on or before October 24, 2023. As a company, were committed to delivering a great experience with every stay with us.
  
  Thank you,
  
  
  
  *******
  Liaison, *************************************** & *************

  Customer response

  10/22/2023

  I was able to get in touch with my credit card company and explain the situation. It sounds like when I paid them in April they then pay the hotel when I stay but because I never stayed they never redeemed it so the credit company is who I need the refund from and I spoke with them and they are going to issue me a refund pending that they confirm with the hotel that we never stayed due to no fault of ours.

  Customer response

  10/23/2023

  I spoke with the hotel Friday and they said to have my third party company reach out to them and they would confirm the situation so I could get my refund so I called *********** back and he said he would reach back out to the hotel and once they confirmed I would see my refund in ***** hrs and then I just received a refund denial email stating the hotel did not authorize *********** to refund me. This is ridiculous as i was not able to stay their due to them. 

*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. ↩