Complaints

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked my room through my airline employee site, which the embassy is a preferred recommended hotel. The charges I had were upfront through my work site, but for some reason, the employee changed my rate and gave me a higher rate when I checked in. I flew on Friday the 29th and checked in around 9 pm. I paid for two nights and have the receipt from my work site. When I checked out, I got my final charge emailed to me as the line was long, and I needed to catch a flight home. I was in town for my *************** and alumni, and also because a fellow classmate of ours had committed suicide this year. I work for ******* Airlines and use my work site for hotels and rental cars all the time. I have no idea why they charged me more. I spoke to a male manager twice that kept hanging up on me and leaving me on hold for a long time. Today is the 31st, and whoever was on duty between 2 and 4 pm was who I spoke to. I am disappointed with the customer service and them changing my rate, and I want my money back.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had two employees go this Embassy Suite Huntsville for a convention in March 20th - 24th 2023. We paid Embassy Suites through CCI*Hotel Reservations Itinerary #R3807965626 for these reservations. When the two employees went to check out they were told that they needed to pay balance on their bill. They were confused and then Embassy told them they needed to pay for parking and they handed the worker the charge card and thought they were paying for the parking. I tried to talk to Embassy and received a run around several times. So I disputed with my charge company and they were sent the chargeback notice back with a note that said "Please see the attached receipt (which is a copy of the room to ************************* who is not with our company). The reservation was not paid by other means. *************** provided the card with the chip for payment of the room ************** It just has the last four digits of the card on this receipt which matches our card but I think they ran our card by accident for his room. They had our card for the parking issue. They also sent a listing to our charge card dispute. This listing had a ******** **************************** on it. It has a lot of names with ****** in this listing but it is not my employees. I only had 2 there. There was two invoices. One was for $582.15 and another was for $194.05.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  First, I would like to compliment the entire staff for their superior and professional service they
  delivered the weekend of our family reunion. Our event was a success and we owe a lot to your team
  for assisting to make it happen.
  Because we had such a great experience initially, it was very disappointing what we experienced after
  the event, due to no fault of our own. The unauthorized manner in which an uncollected invoice
  balance was charged, especially when I was under the impression that all fees and cost were paid in full,
  was unprofessional, unfair and deceptive. Prior to May 26th
  , I visited the Embassy Suites and verified
  with *********************** the balance for the event and rendered a check for the stated balance. A check was
  my preferred payment, as I had the funds that were collected for the event in a separate account. There
  was other cost during the weekend and with slight overage, the funds were allocated to those other
  expenses, because once again, we were under the impression that the event and catering fees were
  paid in full.
  Charging my debit card, that was only on record for hotel reservation and demanding reminder was
  deceptive and unfair collection practices for a discrepancy that was no fault of my own. Once again, we
  were told the balance was paid in full! If the funds were owed, there should have been an initial
  request and flexibility to repayment prior to debiting my checking account for $1,000.00. Due to the
  mistake in communication with the Embassy Suites, my checking account became negative over $800
  and caused over $185 in overdraft fees. My veteran benefits are attached to that account, so if I am
  unable to rectify this issue it will cause delays with my monthly deposits. I am requesting a credit of the
  $185 to go toward the balance that is owed and a payment plan to satisfy the final balance. As well as
  any other compensation for the severe inconvenience.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We stayed at the Embassy Suites Huntsville AL on May 25, 2022 till May 28, 2022. We booked a Wellness Suite expecting to have extra items in room that are an extra fee. We arrived to not only find we did not get a wellness suite but there was construction occurring that was not posted or stated on website. There was also no full time restaurant offered or a cooked to order breakfast as stated on the website. When we found this out we confronted the front desk to which we were told we would be refunded the differences. We were not. When we arrived home with the final bill we have contacted customer care on numerous occasions. We were told on June 6 that we would receive a full comp of one night and a discount of a second night stay. We have yet to receive either on June 21, 2022. I have reached out 6 times, all receiving a different care agent response. Each time I was advised I would get the refund. Now I am being told I have to submit a full print out of my credit card statement from date stayed till now showing I paid and have not gotten the refund. I am also being required to issue numerous other documents. Dates of correspondence are May 30, June 6, June 15, June 17, June 19 and June 21. June 21 I called and spoke to Frank who tried to call the actual site of which a refund was to be issued. He advised "no manager is there today on site and I would just have to call customer service again tomorrow to see if one would be in". It is a pain that I am having to go through so many hoops to receive something that was promised to me on June 6 and a waiting time from of 7-10 days from May 30.

  Business response

  07/04/2022

  This has been researched and we were in error, originally it looked to be refunded however the card had been charged in the full amount.  This has been resolved and guest was issued a full credit for her entire stay.  Guest was fully happy with the resolution.

  Customer response

  07/05/2022

  I have reviewed the response made by the business in reference to complaint ID 17454592, and find that this resolution is satisfactory to me.

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