Complaints

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Friday 10/13/2023 I booked at this hotel with booking.com . When I arrived at the hotel the property would not take my form of payment . The manger cancelled my original reservation and made a new one which still would not accept my form of payment . The manger then told me to pay with my card online and then see will it accept my payment . My payment was accepted however when the manager tried swiping my physical card the system still would not accept my physical card as a form of payment for my incidental deposit . The manager then proceeded to to a free cancellation because the hotel would not accept my physical card . Ultimately , i did not stay at this hotel . I had to book at another hotel . I have not received my refund from This business and they are saying I am not owed a refund because I did a same day cancellation . I did not cancel my reservation because I had to the property manager cancelled my reservation for an issue on their behalf . I have contacted this property multiple times and they will not give me a refund . They are being extremely rude to me and hanging up in my face . I just want my refund of $321.68

  Business response

  10/20/2023

  ******************** did book a reservation at our property through a third party booking.com.  The third party sends over a single use virtual credit card and that is the card that was charged.  Hotel does not have the ability to refund a credit card that was never charged. The 3rd party's card is what was presented NOT ************************ personal card, she will have to reach out to booking.com for a refund as she originally booked and was contracted with them.

  Customer response

  10/23/2023

   
  Complaint: 20745607
  
  I am rejecting this response because:
  I have contacted booking.com and they have reached out to residence in Port Saint Lucie . They are both telling me the same thing one another has to release the refund . Booking says they need a written response from residence on stating that I was not a no show as the managers at residence inn Port Saint Lucie keep stating . I am continuously contacting both booking.com and residence inn Port Saint Lucie , Residence inn does not want to send a written response to booking.com as to my FULL refund . 
  Sincerely,
  
  ***********************************

  Business response

  11/16/2023

  Hotel has responded to guest and explained to her that since she booked through a 3rd party website, she would have to seek compensation from them.  Guest reached out to Expedia, who in turn refunded one of her nights and no further compensation is to be given.

*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. ↩