Complaints

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/7 - Booked and Paid for my Chicago trip in full in the amount of $688.80 via Marriott.com (I am a Bonvoy member).2/9 - Money was taken off my credit card for the full amount of $688.80 5/12 - Arrived to Chicago for my vacation. Clerk at the hotel was inept and unqualified. While I was standing there, the clerk cancelled my room, then re-entered it. I was at the hotel desk for 30 minutes, when all he should have done when I arrived was checked me in and gave me my key card b/c the room was fully paid for.5/15 - I checked out of the hotel. Later I noticed a charge on my card for $234.00 from Marriott, as well as a +$90 plus charge. I was in contact with ********************* at the OakBrook Terrace, ** establishment, and she reversed those 2 charges and gave me Bonvoy points for my inconvenience.6/7 - I checked my account today and noticed another charge on my account from *********************** for $24.64 made on 5/17. I called the establishment and spoke with ****, who stated he was the General Manager. **** proceeded to tell me that at the time I paid for my room back in February, I was undercharged taxes, that's why they charged me an additional $24.64 2 months later. **** proceeded to tell me that one of the nights, my room was $219. There is nowhere on my receipt where any night was $219.I explained to **** that what he is saying makes no sense, as I paid for my room 2 months in advance the price that Marriott quoted me online with all the taxes. I told ********** would be contacting the ************************* and he told me to do what I needed to do.I want my refund of $24.64. I have also filed complaints with the ************************** CFPB as well as Marriott Corporate ***************** Attached you will see my receipt for $688.80 from Marriott, as well as a snapshot from my bank/credit card showing the full amount of $688.80 was paid and taken out of my account on 2/9. How are they trying to charge me more money 2 months later?

  Business response

  06/09/2023

  Dear BBB, or to whom it may concern, Thank you for forwarding this claim. I have spoken to ************ and explained to her that the deposit taken on property for her advanced purchase rate was less that the owed amount of $713.44. ************ had a **** suite reservation on the evening of 5/12/23 for a rate $209.00 plus 12% taxes, on 5/13/23 a rate of $219.00 plus 12% taxes, and on the evening of 5/14/23 a rate of $209.00 plus 12% taxes. Her advanced deposit of $688.80, was short by $24.64 to total the amount owed of $713.44. I have attached her folio, and reservation details to support this. As far as the guest getting charged incorrectly, she was correct on this. We have credited her back the wrongful amount and used this as a training opportunity for my staff. Please reference the attached documents, to support the fact that **************** statement is incorrect regarding the charge of $24.64. I have marked in red the reservation details to support the total amount owed of $713.44.

  Thank you, 

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

  Customer response

  06/12/2023

   
  Complaint: 20156907
  
  I am rejecting this response because: I DID NOT PAY A DEPOSIT, I FULLY PAID WHEN I MADE THE RESERVATION! I have escalated this matter to Marriott's **************** and they have informed them to return my money. Marriott corporate office agreed also that when I paid my money IN FULL on February 7th, I paid what was due and I should not have been charged an additional $24.64. This hotel went into my account without notifying me and charged me for something I do not owe....THAT IS A CRIME!

  This entire mixup happened when their clerk cancelled my reservation while I was trying to check in, and he put in a new reservation.

  I DON'T OWE THEM NOTHING AND THEY SHOULD NOT HAVE ARBITRARILY WENT INTO MY ACCOUNT WITHOUT MY KNOWLEDGE OR PERMISSION.

  As stated, I have escalated this matter the attorney general's office, Marriott ***************** and the CFPB.  How does a company go against a summarized PAID receipt from their own company?  How does someone charge me addtional money 2 months after I FULLY PAID. I DID NOT PAY A DEPOSIT, I FULL PAID FOR MY ENTIRE STAY AT THE **** I MADE THE RESERVATION!

   

   

  
  Sincerely,
  
  *********************

  Business response

  06/13/2023

  To Whom It may ************* style="font-size: 0.875rem;">attached as provided previously is **************** reservation Itinerary.

   ************ had a reservation at our hotel on the night of May 12th, 2023 for $209.00 plus 12% taxes per night, a rate of $219.00 plus 12% taxes on the night of May 13th, 2023, and $209.00 plus 12% taxes.on the night of May14th, 2023. This is a total of $713.44, which was the total amount charged to ************* 

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