Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  August 8-12 I booked a stay at this hotel. On August 10, I went to use the shower in my room, noticed there was mold EVERYWHERE, and I do have photos. I went to the front desk and told them about the issue, and he promptly moved me to a different room. The second room had roaches and more mold. The front desk man moved me to a third room that night. The morning of August 11, I filed a complaint to ************* corporate, but there would not be a hotel manager available until the next day after 11am (AFTER my check out time on August 12). I returned to the hotel around noon on August 12 to speak to the hotel manager. I asked the different front desk man for the manager to follow up on a complaint, and the manager comes out immediately looking like hes uninterested in whatever I have to say. He offered little help or reassurance, he told me that he wasnt able to offer a refund due to me booking thru a third party, I would have to contact that company, and that he could offer a discount on another stay. I told him I definitely dont want a discounted stay, I wanted my money back ($297 for the booking, $89 for another fee). My refund has been denied twice, and ************ corporate is saying they need permission from the hotel manager, the same one who was uninterested in helping me originally, to approve the refund. I just want my money back and I have no other route to take. Photos of the three rooms have been included.

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