Complaints

• Initial Complaint

  04/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct 22, 2022, I authorized my credit card to be used for one night stay for the amount of $301.40. We checked out on Saturday Oct 23 at the desk in the early AM. However when we received the credit card statement it showed us the hotel had overcharged us in the amount of $301.40 for a Total of $602.80. We called and emailed the Manager who refused to refund my credit card. I explained that this charge for the Oct 23,2021, that the hotel charged me $301.40 for a Saturday night was NOT authorized. We never stayed there that Saturday night. I filed a dispute with my credit card company which was closed without any resolution. I contacted the Hotel Radisson main customer service and they did not resolve this either. There are numerous online complaints of similar experiences by other people who were also fraudulently charged.

  Business response

  06/12/2022

  Business Response /* (1000, 9, 2022/04/21) */ Guest provided a cc auth form to the hotel. Hotel had a reservation for 2 nights. Guest was charged for the 2 nights. The following email correspondences have been made between the guest and hotel. Good Afternoon ******, Thank you for reaching out to me regarding your concern. Let me first say Thank you for choosing our hotel. We are delighted that we were able to assist with the accommodations needed while in town. Daniel (our AGM) has brought me up to speed on the information in question. I have reviewed over the Open Credit Card authorization and the notes provided by the front desk agents on duty regarding the request to have the stay extended. The Salisbury Area was at full capacity during the time of the request for extending the stay. The only reason we were able provide the extension was due to a last-minute cancellation. Sadly, the front desk was not made aware that the extension was no longer needed. The hotel did not enter the room until Sunday after 11:00 am. If the hotel was made aware of this prior to check out time on Saturday, we would have instructed the housekeeping staff to clean the room so that we could resell the room. The charges will remain as they are and we will not be issuing a refund. Thank you again for choosing our hotel. Sincerely, **** *******, General Manager Country Inn & Suites by Radisson, Salisbury, MD ********************************************** Hi Ms *******, This is Rebecca I have proof you never called me. I looked at my phone records.. I never received a call. Also , I checked out at the DESK and turned in the room keys on Saturday around 9 am.There seems to be an error on your end and would like this money refunded. See attachment. Rebecca *********************************************** Good Afternoon Rebecca, Thank you for providing your phone records. However, the front desk stated that reached out to you. In most circumstances the front desk calls the guests room unless the guest has already departed the hotel. We do not have record of you making us aware of your early departure. We will not be issuing a refund because we held the room for you as you had asked. It is always best to acquire a receipt when checking out of the hotel. Again, I apologize that we are unable to assist any further. Sincerely, The hotel will not be issuing a refund based on the information provided to the hotel by the cc auth form and with the guest extending the stay. Consumer Response /* (3000, 12, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The credit card authorization was for one night 10/22/2021. The hotel charged for 2 nights. She checked out in person with the front desk agent on 10/23 Saturday morning 9 am so the hotel staff knew that she checked out of her room. The hotel did not communicate with either one of us. We did not request a second night stay at any time. Business Response /* (4000, 17, 2022/05/12) */ The receipt provided shows the charge for the two nights the guest stayed. The CC Auth form provided shows that the guests check in date was set to 10/22/2022 with an open end date. This allowed the guest to extend their stay for an open period of time. Guest notified the front desk that she needed to stay an additional night and the reservation was extended. Consumer Response /* (4200, 19, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hotel told us they did not have any rooms. No one called us . My partner checked out at the Front Desk and the desk agent did Not say the stay was extended either. The desk agent knew My partner did not need another night in the hotel as she was checked out Saturday morning. There are no cell phone records of the hotel calls. The hotel is committing unauthorized charges to our credit card. This is unacceptable.

*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. ↩