Complaints

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Im writing to express my shock and disgust over the dishonest and unscrupulous conduct of the management at the Four Points by Sheraton in Coral Gables, FL. Several rooms, including mine, were booked at a discounted wedding party rate of $109 USD a night. With an estimated $14.17 estimated ********** (13% tax), my booking confirmation shows a total of $492.68.I asked for my bill upon checkout and to my surprise, the rate had been updated to $189 USD per night, plus $13.23 state tax (7%) and $11.34 city tax (6%) for a total of $854.28 USD. I did not receive any prior notice of this rate change, nor were we informed upon check-in. Had I not asked for the bill, I would not have been told about the rate change. Had we known about the rate increase prior to check in, we would have cancelled our reservation. Some of the groups in our party naively trusted the integrity of the Marriott/Sheraton brand and did not find out about this change in rate until their cards were charged upon returning home. The general manager was rude and unhelpful when we questioned the charges. They claim that the rate for this room was always $189, however, you can see from the attached email chain of the rooming list that event coordinator of Four Points, ***************************** provided to *************************, the wedding planner, that seven out of eight king *** rooms were booked with the $109/night rate. The hotel management has been unresponsive and refused to resolve this dispute.I have attached several documents for your reference:- The email confirmation for my reservation, booked in ********** rooming list provided by the hotel, which confirms agreed rates per room.- My final bill, showing the rate charged as different than agreed, and that the original nights were charged at agreed price and then extra fees added to meet management's post hoc rate increase.

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