Complaints

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I checked in the hotel on 12/19/22 and I confirmed that we were charged $94.78. We went to our room and had to feed our newborn right away so we didnt get to utilize the beds until about and hour after we got there. The sink did not drain, there was dried up fluids on the pillowcases, sheets, and comforter. I folded the blankets back and there was dried fluid on the sheets and food crushed on the bed and floor. After inspecting, there was bugs in the sink, on the countertops, and in the bathroom. We couldnt eat our dinner, we were too disgusted. We packed up and immediately left, no one was at the front desk to check out or notify so we left out of the front door. I called about 30 min later and informed them why we left. A man called us back 15 min later and said he was the manager and that our room was fine and we used the room so we are getting charged. I explained that we pulled the sheets back and inspected food and dirt and never used it and that it was unsanitary. He asked why we didnt ask for another room, I stated no one was at the front desk and we had no help. I told him he can either give our money back or if I dont get my money back, I will be leaving a review as a paying customer. He refused and said he wasnt at the hotel and couldnt see the room anyway even though he called from the hotel. After talking to him, he charged our card again another $94.78 about 20 min later.I verified with the bank this morning that he fraudulently charged the card again hours later and that I was going to dispute the charges. They verified that it wasnt a hold with an expiration date, but an actual charge again.

  Business response

  01/10/2023

  In regards to a complaint filed at ****************** by Guest ***************************,

  We have already refunded the stay at the same day but as per merchant service provider it will take 5 to 7 days to get the money back in the account. but we did refunded the money back on the same day and I have already given him a call after once we refunded the money but they never answered the call.

   

  here  i have attached the Follio and credit card Receipt for settlement

  
  

  Thanks and Regards

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