Complaints

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 6, 2023 I checked in and found a disgustingly dirty bathroom. Told manager, *** who said he’d have it cleaned. Hours later after dinner it was still dirty. Took picture to show manager. Asked for a refund and he said that he would give me a refund. I went to hotel next door and made reservation. Came back for refund and he said I had to go through hotels.com. I got online with them and while i was contacting them he disappeared and left an employee. When hotels.com called to verify approval, manager would not come out to get on phone but had employee lie that bathroom had been cleaned and he would not approve refund. We ask to speak to him but he refused to speak to us. Hotels.com say they cannot refund without the manager’s approval. I have picture of the unsanitary and disgusting bathroom.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 24, I Google for a hotel in ************ ** near ******* **** ******. The number I called led me to believe I could be assisted in finding a reasonable hotel rate. At the time of the call, I was not aware that I was dealing with a representative with Hotel Reservations (************). I was specific in stating I was calling from a high school and our Volleyball Team was in a tournament and might have to play in *********** on October 29. I was assured that I could cancel the reservation within 24 hours and that I would receive an email to confirm the reservation. I did not receive an email so I called Quality Inn (************)on October 25. No answer. I called again on October 26, right after our team lost the match, again no answer, but I left a detailed message to say we lost and needed to cancel the reservation. My call was not returned so I called again on October 26 and was informed I would have to contact *******, a third party, not realizing my school's credit card had already been charged by Quality Inn. I attempted to contact ******* but the automatic phone line did not recognize my number as having a reservation. So I called Quality Inn again to inquire why my school's credit card had been charged on October 26 after leaving a phone message to cancel the reservation. Again I was informed that I would have to contact the "third party". On October 27, I attempted to call Hotel Reservations and was informed that my concern would be reviewed with their team but it was denied stating: "After carefully reviewing your booking details, we are unfortunately unable to process your refund because the terms and conditions for your hotel booking are very clearly listed as non-refundable both in the rate description section and prior to the ‘Complete Booking’ button that I NEVER received or was present since the booking was over the phone and not online. And no email was ever sent to me until I gave them my correct email address.

  Business response

  11/15/2022

  BBB Complaint ID # ********

   

  Hello,

   

  The guest above booked a reservation through a third party for her stay. From this letter we received, she would like a refund. However, we have certain terms and conditions with different third party booking services such as *******, ***********, etc.. and they can all be different terms and conditions. She called to cancel but we are not able to cancel or make changes to any third party reservation (ONLY if third parties themselves call us to make changes to guest's reservation only then we are able to make changes if the reservation meets certain criteria) and she was asked to contact the third party that she used to make any changes to her reservation. We did not charge her credit card. The way a third party works is the guest pays the third party and that third party pays us with their virtual card/Prepaid card (Not the actual guest's credit card) OR the third party takes the reservation and sends the guest directly to our hotel and the guest will pay upon checking in. In this guest case, she was denied a refund from the third party due to terms and conditions. If she did not receive any email for confirmation or did not have correct email, that was all through a third party, not us (Quality Inn) . We sincerely apologize for the situation but we are not able to give any refund.  

   

  Thank you,

   

  ***** 

   

  Customer response

  11/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because neither the Booking Company nor Quality Inn are assuming any responsibiity.  They have both stated that it is up to each other to make the decision about the refund.  On 10/24, I was told by phone the reservation could be canceled in 24 hours of the check-in date; I was told I would receive a copy of the reservation - which I never did; when I called to cancel the reservation set for 10/29, my school's credit card was already charged on 10/26 - ironically, the same day I called to cancel the reservation.   I simply don't understand the run around.

  Regards,

  ******* ******

*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. ↩