Complaints

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a stay at the Platinum Hotel through Booking.com from October 23 to October 25, 2023. My reservation was paid in full on February 16, 2023, for a total of $474. Number of reservation : ********** Later in september, I received a text message from the hotel through the Booking.com app, asking me to register my credit card for a security deposit charge. If I didn't do this within 24 hours, my reservation would be canceled. Therefore, I approved this security deposit of 329 (approximately $357) on the September 10, 2023, to ensure my reservation was not canceled. I found this request strange since I had already fully paid for the room several months ago.The stay at the hotel went well, but this security deposit has still not been refunded, almost a month later. I have sent several messages through the Booking.com app, but the hotel has never responded. When I threatened to leave a negative review, the hotel sent me an email address to contact them via text message. So, I contacted the hotel twice at the email address ******************************************************************** but they have not responded to my inquiries.I want to be reimbursed for this sum of 329 because it's been almost a month since I stayed at the hotel (normally, security deposits are refunded within 72 hours), and I want a response to close this matter

  Business response

  11/27/2023

  Good Morning,

  We researched all of our credit card records and have found no credit card postings for this guest and have nothing to refund. This was possibly a Phishing/scam but on our end we can't prove this. Best to have the guest call their credit card company for research/refund.

  While this is unfortunate for the guest, our hotel has no record of charging the guest at all. 

  Regards, 

   

   

   

• Initial Complaint

  05/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/27/21, I used *********** to book my reservation for this hotel for 5/28/22-5/30/22 and my credit card was charged $223.69 as a deposit of the $383 total for the stay. On 5/12/22, I updated my credit card on file and the new card was also charged $223.69. On 5/13, I asked the hotel about refunding the duplicate deposit (which combined was more than the total stay) and heard nothing. On 5/15, I received an email from *********** stating that the hotel was canceling my reservation. I asked both parties about refunding both deposits. I heard from *********** that they wouldn't do it without me officially cancelling it (even though they told me in the first place it was already cancelled). I attempted to do this in the app but no luck and called customer service and was on the phone over 45 minutes. Got confirmation it was cancelled but now need my $447.38 back.

  Business response

  05/20/2022

  Business Response /* (1000, 6, 2022/05/17) */ Contact Name and Title: Melissa G****s-Dir Revenu Contact Phone: 7026362501 Contact Email: **************************** Hello, there were 2 reservations made in error through the system. One of the reservations was cancelled and refunded on May 12, in research we found the duplicate reservation and refunded on May 17th. All deposits are refunded and processed. It usually takes the bank to process and funds are available between 3 to 4 days. We apologize for the error and refunded once we found the issue. Hotel apologized to guest for this inconvenience. Consumer Response /* (2000, 8, 2022/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business refunded both of the deposits I paid.

*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. ↩