Complaints

• Initial Complaint

  05/08/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  We found a bed bug in our room and was offered to check out and receive a refund. The hotel did not issue my refund but still debited my account.

  Business response

  05/16/2024

  13 May 2024 
  Better Business Bureau 
  520 E Main Street, Suite 100

  Carnegie PA 15106 phone: 412-456-2700 FAX:412-922-8656 
  

  *** ******** 
  

  To whom it may concern: 

  
  *** ******** was indeed a guest at our hotel on 4 May 2024. She brought her concerns to the front desk and was offered two (2) solutions. She could either move to a completely different floor or she could leave and receive a full refund. She went back to the room to think about it and ultimately decided to leave with a full refund. 
  The desk agent processed her refund as she waited at the counter, gave her a receipt showing the refund and also emailed a copy of the receipt while she was still in the lobby. The guest was reminded that her bank might take up to 15 business days to release the hold on her funds. This policy is clearly posted at the counter at check in as well as on the registration form the guest signs at check in. 

  "Use of a debit/check card as security or payment for your room immediately places a hold on funds in your checking account. The amount of the authorization/hold requested will be for up to seven (7) days room and tax plus an estimate for incidentals. Your financial institute may continue to hold these funds for three (3) to five (5) business days after you check out. The hotel cannot accept responsibility for overdraft charges resulting from holds placed on debit/check card accounts." 
  On Monday, 6 May, the guest contacted the hotel concerning her refund which she had not yet seen in her account. The assistant manager checked the account, and again assured her that the refund had been processed and that her bank may take a few business days to release the funds. On Tuesday, 7 May the guest again contacted the hotel concerning the refund and was told the same thing. On Wednesday, 8 May she once again contacted the hotel and the hotel forwarded a copy of the audit paperwork showing all transactions on her card clearly showing the refund. At that time the hotel offered to assist her with her bank if she so desired. The hotel stands by the offer to forward any and all audit paperwork to her bank at her request. 

  The hotel is no longer holding any of her funds, everything has been released to her bank as of audit on 4 May 2024. 
  Included you will find a copy of the letter sent to *** ******** offering to assist her with the bank. It appears that she chose to reach out to your office instead. We regret any inconvenience encountered by *** ******** but we have acted immediately in good faith and have offered assistance in the matter. 
  

  Sincerely, 
  Anita S***** 
  Guest Services Manager Comfort Inn Meadowlands ************ 
  

  
  

*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. ↩