Complaints

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 29, 2023, I married my wife ********************* (now ***************************). We used Staybridge as the hotel for ourselves and created a block for our guests. We stayed there for three nights beginning on July 27 with a checkout on July 30. Overall, we understand 64 nights worth of hotels were booked on our block.We signed an agreement with Staybridge that they would refund us for one free night per 15 nights booked. As such, we should have been reimbursed for three free nights for us plus one for a guest. We brought a dog and specifically asked to confirm before signing the agreement that the free nights would cover our dog as well. We changed rooms to a pet-friendly room to accommodate. We also booked a fourth room in my name and under my credit card for a guest so that we would pay for it and then be reimbursed for it after the fact.We were reimbursed for the three nights we used, but we were charged a $50 pet fee that was not reimbursed. We were never informed beforehand that this would not be refunded.We also have not been reimbursed for the room of the guest.We initially asked about why there was $56 not reimbursed on August 24. We then following up on September 15 and October 9, to find out that $50 was for a pet fee never previously disclosed and $6 was for unspecified pantry items. We asked and were told the pet fee could not be refunded per manager's instructions and asked for the manger's information. We have contacted the manager to be reimbursed to no response on October 12, October 15 and October 22.Additionally, in reviewing this information, we realized that the guest booking was on a different credit card and never reimbursed. We have asked about being reimbursed for it on October 22 to no response as well.Total charges were $693.62, and we have been refunded $425.08 so far. We would like to also be refunded the $50 pet fee and the $212.54 for the guest room / fourth night. So an additional $262.54.

  Customer response

  11/26/2023

  Hi,

  As a status update, I have received the refund for $212.54 for the additional room.

  I have not yet received the refund for the pet fee. I have also not received any responses to any emails I have sent with respect thereto.

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