ComplaintsforQuality Inn Tulalip
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Complaint Details
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Initial Complaint
11/12/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a hotel room for 2 people for 2 nights Nov 1 and 2 and my credit card was used to hold the room. Per booking.com the room is charged on arrival. As I got seriously ill my travel companion went on her own, checked in to the hotel Nov 1 as planned and advised front desk to utilize her credit card for charges as I was not able to join her. The front desk charged my credit card for the full amount Nov 2 and charged her the full amount when she checked out, Nov 4, we both have a copy of her invoice. I called the front desk when they processed the charges and asked them to refund the money as we have both paid for the same room. They agreed to refund my credit card Nov 4 within 3-4 days. I called again Nov 8 to check the status and they again assured me they would process a refund. I called again Nov 11 and they indicated they would call me back as the Manager was in a meeting. To date they have not called back or refunded my credit card. I view this as fraud, initially for charging my credit card when I wasnt on site and my travel companions credit card for the same room. My travel companion talked to the front desk 3 times on site to clarify the issue and they are ignoring the request to refund my credit card. Can you help?Business response
11/22/2022
Hi *****, Im very sorry you had this experience. Its always important for us to process payments to the correct party. We acknowledge that we failed you this time by charging your credit card instead of your companion. I hope you are feeling better.
This was likely caused by inadequate training by our new hires, but, regardless, we should have handled this better. You should now be able to see the refund and I have attached the documentation.
Ive passed your information on to the hotel team well make sure we use this experience to grow and learn as a team. Thank you for your patience. If you need anything else, let me know if I can help.
I apologize again for any inconvenience.
Geo Triunfo
Quality Inn Tulalip / Marysville
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Pronouns: he, him, hisCustomer response
11/23/2022
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.
Sincerely,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.