Complaints

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I scheduled this room through Expedia. I have all email correspondence. I was told in email there would be $100.00 incidental fee. The room was booked for $117.39. I am a widow traveling alone with two little boys 6 & 7. The 6 yr old has Fragile X Syndrome with Autism. I arrived at the Hotel and it was run down. I go into the lobby and it smells like pot. The man at the counter said I would be charged up front $150.00 hotel incidental fee. Why was this I asked when the room does not even cost that much? I asked to see the room and he told me no I could not see it but I had to pay all that up front and the room was mine. I explained I needed a clean, quiet room for my son. He again said I needed to pay all that up front but can not see the room. He told me the room is like the photo. I did not feel safe so I refused and left. I went down the road and had a pleasant experience at Holiday Inn. I put this room on my debt card and was charged $109.35. I am a widow and live on a small amount. I am attempting to stay out of debt and use my debit card. They billed me for $109.35 for nothing. This morning, now that I am home, I have called Quality Inn Corporate and the Hotel at Fort Walton Beach has lied and said I was a no show, so they automatically billed me. I am certain with all the security cameras today- I and my two small children were caught on camera. We went into the lobby all three of us and had a conversation about this and left. This hotel has taken my money, lied, and mis-represented. I called the local hotel and spoke with Beyonce the Manager, and she told me that was the automatic cancelation fee and if I was that insecure about traveling with an Autistic child I needed to stay at home. Then Beyonce hung up on me. I want a refund of my $109.35 and an apology.

  Business response

  06/20/2023

  Had a great conversation with Melita and heard good things about her vacation time.  While we did not have an employee by that name and we could not confirm any statement like that was made we certainly apologized.  We as well have family with children with Autism and would never want her to feel that way.  We have refunded the charge that and offered her a free night stay should she be in our area again.  

  Customer response

  06/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20134674, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Melita *****

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We cancelled our reservation through the Quality Inn at Fort Walton Beach and told them we couldn't come due to a death in the family and said it's cancelled. September 3, 2022 they charged my credit card. I have contacted the hotel numerous times and they have been so rude and put me on hold and never come back on the line.

  Business response

  09/14/2022

  Contact Name and Title: Sofia ****
  Contact Phone: **********
  Contact Email: ********@choicehotels.com
  As a one time courtesy we have already processed this refund in the amount of $123.06. When you cancel within the 48hr window, everyone gets charged for first night plus.

*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. ↩