Complaints

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had res. ********************** Courtyard **** **************.Stayed 5/14-5/19 decided to leave morning of 5/20/2023 was charged for total res. disputed charges to **** prevailed for 1 night on 2 rooms got refund of nightly charge of $189.00x 2 rooms total of $378.00. The taxes and ********************** fee for the 1 night and 2 rooms was not refunded.I have sent 2 emails requesting taxes and fee for the night on both rooms to be refunded, both emails have been ignored. I wish to file formal complaint,how can a tax and fee be charged on a nightly charge that was refunded? Seems that would be fraud!

  Business response

  10/14/2023

  Only part of what **** is saying is true. He did ask if they could check out two days early and I said he could, but clearly explained that based on our cancellation policy (which he had a printed copy of) checking out early is not a valid reason for a refund, and he is fully responsible for his stay. I then pointed out to him on his printed copy of our policies where it clearly states that once within 14 days of the start date of a reservation, the reservation is fully payable and non-refundable. **** became very angry, yelling, cursing, and even throwing his copy of the cancellation policy at me, stating that that did not apply to a guest leaving early.

  He then said he would refuse to pay his bill, though I reminded him that payment was due at check-in, so he had already paid. He said he would cancel the charge through his credit card company, and I told him he had the right to do so. 
  
  I would also like to point out that the other couple **** was travelling with,completely understood the cancellation policy and made no fuss or refusal to pay their bill. They even apologized profusely for ***** behavior, saying he was just like this.
  
  **** then left and over several months made four (4) attempts with his credit card company to get partial credit for the charge, all for different amounts. He lost the first three attempts, and I eventually gave in on the fourth, just to get him to stop.
  
  Since then, he has been claiming I owe him taxes back on the partial refund, based on math that he has done personally. I have tried to explain to him that when a partial refund is issued, the amount requested is what is refunded. He has his refund,and we are now considering the matter closed.
  
  I have also responded to each of ***** emails explaining all this to him, despite his claim that I have not responded. (images of the emails are attached)
  
  **** has been banned from our Inn for his attitude and behavior, and just as I have said to him, he has his refund, and we consider this matter closed.

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