Complaints

• Initial Complaint

  06/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked with this hotel through hotels.com on June 3rd and before I booked the reservation, I checked the amount for the deposit at check in and it said $75 for the deposit, which is all I could afford to spend anyways. So I booked. And when I got there, not only did I wait 20 minutes for someone to help us (in an empty lobby at 11pm) but I was then told I’d have to pay $150 for the deposit, but I didn’t have $150, and I wouldn’t have booked if I had been told that. I asked for my money back and he was very rude and dismissive, and said I would have to go through hotels.com, so I did. Hotels.com contacted the hotel to initiate my refund, and the hotel is now denying me a refund even after not allowing me to stay. I was forced to sleep in my car and they are still taking my money, even though I was refused for not having enough for the deposit. This trip was supposed to be a de-stressing trip for my fiancé and I and it turned into being robbed of $100.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked a room in the inn for next week March 21 (confirmation **********). Due to changes in my work schedule (caused by a car crash experienced by a coworker, requiring said schedule changes) I cancelled my stay at the hotel within 2 hours of the original booking. Same day, same afternoon. Royal Plaza (aka ***) have refused to refund any portion of the charge, phone calls have been been unproductive and ignored by supervisors.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Royal Plaza Inn uses Hotels.com as a booking agent. Hotels.com preloads future dates in a field when booking a room. We booked a room on February 20, 2022 while in CA. The Hotels.com website preloaded the date of March 20. We were not going to be in CA on March 20. When we got to Royal Plaza Inn, they would not let us check in or switch the date to the date needed. Therefore, no services or goods were provided. We attempted to contact Hotels.com multiple times on February 20 so they could help us, but only got automated responses. We had to book another very, very expensive room at the last minute so we'd have a safe place to sleep. We made two contacts with hotels.com after this incident and both agents indicated a refund should not be a problem, but they would have to contact Royal Plaza Inn. This leads us to infer that Royal Plaza Inn was not amenable to being fair & do the right thing. No follow-up was ever made by Hotels.com. After a credit card dispute Hotels.com noted it was a non-refundable reservation. I have a screen shot from the Hotels.com website stating this Royal Plaza Inn offers refundable purchases (attached). Royal Plaza Inn knew within an hour of the reservation being made of the dilemma and had a full month to resell the room. In addition to the preloading of dates on the hotels.com booking website, there are few confirmation screens. This is particularly problematic to older people who are not always tech savvy and catch things like this. We would like Royal Plaza in to work with hotels.com on their booking process to force a person to physically enter the dates they are requesting. In our case, because February and March have the same days of the week as days of the month (Feb 20 is also Mar 20) it is a particularly easy chance for error. We would also Royal Plaza Inn to refund our money because no services or goods were provided. We had to book another room at twice this price thereby paying three times the cost they charged us, $214.13.

  Business response

  08/19/2022

  Hi ******,
  
  Unfortunately, since the Hotel did not charge the guest's credit card for their intended stay with us we are not able to refund.
  
  The non refundable booking was made and paid to Hotels.com by the guest. As such only Hotels.com can issue a refund to the guest.
  
  Regards
  
  ***** *****

*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. ↩