Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had to cancel a reservation within less then 24 hours due to a medial procedure. I tried to follow the chain of command, and first spoke with *******************. He said that he needed a copy of a letter signed by a doctor. I explained to him that I don't have that, and I will be happy to provide documentation that i was at a medical facility I emailed the document to him within 24 hours. I never received a response. I sent a follow up email a day or two after, and never got a response. . Today I received a response (weeks later that I did not provide proper medical documentation, and I my refund was denied. If this is the philosophy of the company, I will share my negative experience, and I will never stay here moving forward. I'm requesting my refund due to medical issue that have been explained, and documentation provided that I was there at a medical facility, and date.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I stayed at the Holiday *** *********************************************** Phoenix North- Scottsdale May *****. I was advised at the beginning of check in that the incidental fee of $150 would be held and then released. On May 19th, my card was charged. I called the hotel and spoke with a representative who advised that I had been charged and that she would reach out to the manager to have him call me, due to her not understanding why I was charged. I received no response. I called back May 23rd, the representative told me that she did not see that there had been any indication that i had any damages to the room, she advised that there is something in their system that tells them what a guest is charged for and provided me an email to her manager. All while advising i contact my bank, and that it could take up to 30 days for the posted transaction to be reversed. The manager gave a callback and advised that there were chemical damages to the sheets and the charge would remain, advised the hotel reps are unable to see any damages done to the room. The hotel has not provided me with any proof or cost for used sheets and pillow cases. Id also like to add that the chemicals the manager is referring to was dye from my pajamas and head scarf/bonnet. I advised the manager of this, he was unsympathetic, actually, quite rude. As a African American woman, i feel racially discriminated against. I advised that manager of that as well, he had no response.

*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. ↩