Complaints

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Christmas Eve I made reservations at the location in niceville florida while on the phone with my son he told me had a pet so I called back to see if this location was pet friendly.They told me no and I ask if I could get him in one that was.I also ask if they would cancel the current reservation so I won’t get charged for both places.They set us up in the Crestview location that was let friendly .I also tried filing a complaint with my bank to get my money back of 79 and some change.I have been told it is past the expiration .I don’t understand I made the reservations in an hour of each other how can that be.I was told it would not be a problem since I didn’t stay there or mine don but we went to another quality inn.Now I have been given excuses after excuses .Why should I be charged twice I don’t understand.Zi would appreciate any help in this matter.

  Business response

  01/16/2023

   

  Reservation was made by choice reservation desk, not the hotel in Niceville
  Reservation was made by guest at 4:57 AM on 12/24/2022
  Arrival date: 12/24/2022
  Guest called choice reservation desk to confirm that her son will be checking in, and not her, she confirmed that she will be coming by pay for the room as well
  Cancellation policy for this was reservation was 24 hours (please see attached confirmation letter that the guest would have received upon reservation confirmation)

  The confirmation letter which the guest received does state this clearly:
  "Your reservation has been guaranteed by CREDIT CARD. If you need to cancel this reservation, you must do so by 4 PM local hotel time, 24 hours before the date of arrival to avoid a cancellation penalty."

  Reservation letter states cancellation policy as well as pet policy
  I am not sure about the mentioned “excuses”, the hotel hasn’t received such calls to ask for anything

  We are happy to work with the guest but guest needs to call the hotel directly to help resolve any misunderstandings.

   

  Customer response

  01/17/2023

  
  Complaint: 18694092
  
  I am rejecting this response because:
  
  Sincerely,
  
  Shelia ******** Because I tried to cancel this reservation right away letting them know we were going too another choice motel just a pet friendly.That’s all I am asking and trying to say .I paid for a room I did stay in they should have moved my payment over too the hotel I stayed .So do I need to contact the hotel in niceville directly again.I was told to call customer service.It wasn’t like I did not show up I just went to another choice motel

  Business response

  01/20/2023

  Hotel spoke to the Ms Sheila ******** and resolution was provided. She was happy with the resolution.

  The discussed amount of refund has been posted to her account already. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Drove to Florida on 8/5/22 and checked into quality in at Eglin afb. Room was horrible and I feared for my safety . I was so tired so I stayed that night . I checked out the next morning and advise the manager that people was knocking on my door asking for cash and the room was not up to standards . They let me check out : however charged me for 2 nights instead of 1 on my card . I have spoken with them several times and still my money was not refunded for the 2nd night they charged me .

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