Complaints

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I booked a 3 night stay from May 18 - May 21 for $799.20. The room was booked under my husbands name but we used my card. We checked in around 8:30 pm on May 18. A hold was placed on my card for $164.98 for incidentals, etc. we also purchased water and crackers for $15.93. That was the only purchase we made at the hotel. We were assigned room 609 but moved to 820 within 30 minutes of checking in because the A/C in 609 was not working. On May 20 at 5:47 am I received emails and text messages from *************** alerting me to suspicious activity. Marriott tried to run my card for different amounts. *** blocked it after they attempted to run it for $420. I logged into my banking app and saw another charge for $160 on May 19. I still owed the remaining balance at check out but I was confused by the amounts so I spoke to a manager. The manager and other staff claimed to be unaware of the charges, they were not showing in their system, and said I should pay my balance at checkout. On May 21 we checked out around 9:30 am and my card was charged $414.99. I was told my account was paid up even though from my recollection it was $60 less. We were using a discount and my husband believed the price was supposed to be even less. The next day, May 22 at 7:09 pm I received an alert from my bank that Marriott attempted to charge my card $574.99. I called Marriott and the receptionist said she couldn't explain it or see the charge and that my account was paid. The bank said don't worry, your card is locked but the next day Marriott adjusted my stay to $815.20 and charged an additional $414.99. I'm not disputing the $815.20, even though it's a few cents over. But Marriott charged another $414.99 for no reason after paying my bill. There was NO DAMAGE to the room and if there was they would say so. The hotel claims they can't see the charge but Customer Service can and said the hotel generates the bill. They're keeping my money while the look into it. This is theft.

  Business response

  06/28/2022

  Business Response /* (1000, 21, 2022/06/28) */ BBB is using an email response provided by the General Manager as we have received no further communication from the business. From: ********************************************** Date: Thu, Jun 9, 2022 at 1:32 PM Subject: Re: BBB Complaint Case# ******** To: Better Business Bureau <*******@greatermd.bbb.org> What I can see is this is a simple credit card authorization that falls off the card after a few days.....this is not even worth the breath of filing a BBB complaint on; especially considering they stayed on Employee rate. Really just a terrible thing to do. KEITH W******** General Manager Consumer Response /* (3000, 23, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not accepting the response because it's contrary to the facts I have already provided: the bank correspondence and charges made by this hotel. This was not one charge that fell off. My card was charged at least 5 times. *************** stated other attempted charges didn't go through and locked my card for suspicious activity. In the words of one of the agents I spoke with, "they ran your card several times for different amounts." I was even charged again after paying my balance at check out. My checking account, at one point, went into the negative because of this. I was not expecting all of these charges, so I did not transfer funds to cover them into my account. Before filing a complaint with the BBB, I contacted this hotel several times and asked to speak to a manager. I also called Marriott customer service. The hotel never allowed me to talk to a manager, and I was told they could not see the charges and did not have an explanation. Marriott customer service could see the charges and told me the hotel generated the bill they had. So to call my complaint "a terrible thing to do" after I made many attempts to resolve this issue at the hotel and when I got home is unfair. This experience ruined what should have been a pleasant vacation and continued to stress me after returning home. I shouldn't have to spend hours on the phone trying to figure out numerous charges of various amounts when you when had access to that information AND the hotel is only supposed to run my card TWICE! At check-in and check-out. As stated via email, this matter has been resolved, but I must address this response which seeks to mischaracterize my complaint.

*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. ↩