Complaints

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I checked into the hotel on sunday , 5-05-24 check outt was for 5-10-24.The hotel which is now called Sauk River Inn &Suites. I work Road construction this was my 3rd week staying at the hotel. I had a co-working sharing the room with me for the week before this stay the reward credits had been applied to my account the week before so she wanted the reservation in her name for this week.We checked in on Sunday but because we wanted to split the bill in half they asked us to stop in after work on Monday and pay, so we did.Each paid $193.62 for the 5 nights.Through out the week they charged my Debit card 4 time for a total of $587.00 and my co-work a total $780.00. Each time it happened we complained. The 2 managers, ***** and ******, said it was a system error on ******* and there was nothing they could due. I did call ******* and was told that ******* has nothing to do with financial or property operations. I did already know this as I have work as a Hotel Night Auditor for over 6 years in ****** *********. I also informed the manager of this. I told them either they where lying or they did not know how to do their job. They continued to say it was *******'s fault.****** then started to make up lies telling us he would give each of us a full cash refund of the amount pending on the bank accounts and that if it did come off we wouldn't even have to pay him back, and that he would do this Friday morning 5/10/24.I told him I wanted the owner; a *********************, to be there on Friday morning. He replied back with "no problem ".Thursday night around 9 pm I called ******, at another Hotel he managed in ********** ********* called *********. Because amount $193.00 had came off pending and deducted from my bank account. Pending was 2 more payments totaling $387.00 and total paid now from me was $287.00.He said ******* will be fixing it that he has been talking with them. On Monday morning I had $836.00 In NY checking account. After the 4th pending amount I was down to $5.95. And I had only spent about $60.00 on there things. I didn't even had money for supper that night.. being 2 hrs from home no way to even get money.So when I call ************** told him I was call the police. ****** rushed to the hotel and was there in 40 minutes. When the police arrived I told him what was going on and that I mainly just wanted a report on what the hotel had done.he said all he could do the record everything and I could get a copy of the recording. When the police officer and I went into the hotel (after the officers spoke with ****** in private) I pulled up my on-line banking and seen the ****** he refunded me the monies that had just been charged to my bank account.So it proved that they could correct it. I still haven't got my money and I was kicked out of the hotel that night.

  Business response

  05/25/2024

  I went over this matter with the ***************************** after she filed her complaint . We went over her bank statement that reflected the charges and credits that Sauk River Inn & Suites posted to her reservation of stay with us. When we added up the charges and credits that our hotel posted to her bank credit card,  ****************** agreed that everything came out correctly on her bank statement and that this matter has been satisfactorily resolved.

  Saincerely

   

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

  General Manager

   

  Customer response

  05/28/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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