Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently booked a Hotel and checked in on Aug 29, 2024. Prior to arriving I received a call from the hotel at 20:45 on Thursday Aug 29th asking when I was arriving. I told them about 22:00 that same night. They are Eastern time and I was coming from a Central Time location so I arrived a little after 23:00 that same night. I checked in and signed paperwork and my card was ran for the 512.00. The total amount he told me was 686.00. My card was declined so he ran it for the 512.00 plus 80.23. Now I currently have a charge on my account for 461.26 that has not come off yet. It was made prior to me checking in. I have contacted my bank Chase via conference call and they told me that the transaction was made on the part of the merchant and they would have to give me the refund. Everything has cleared but the unauthorized 461.23 charge. I am requesting refund immediately. I have other things due to come out of my account that I am unable to pay. As of September 4, 2024 I have yet to receive any refund. I have attached my account activity that has gone on since this time and the only receipt they have given me for this stay. Can you please help resolve the problem in a timely manner.

  Business response

  09/12/2024

  **Summary of Reservation and Charges for Casey ********
  
  **Reservation Dates:** August 29, 2024 – September 8, 2024
  
  1. **Initial Charge:** $80.23 was charged for the first night due to Ms. ******' arrival after closing.
  
  2. **Payment Issue:** At check-in, Ms. ******* card declined because of a pending authorization of $461.23. We explained that this amount was a pending hold, not a charge, and would automatically fall off.
  
  3. **Subsequent Charges:** Her card was charged $512.00, which covered part of her stay. Ms. ****** was informed that this amount did not fully cover her reservation, and an additional $175.00 was needed to complete the payment.
  
  4. **Authorization Release:** The pending authorization could not be adjusted or removed by us, as it is not a transaction but a hold. Ms. ****** contacted her bank, and we spoke to a representative to request the release of these funds, clarifying that we would not be collecting the amount. This hold typically releases after check-out.
  
  5. **Check-Out:** Ms. ****** checked out on September 6, 2024. Since she paid for the duration of her stay and the authorization has been released, there are no additional refunds due.
  
  6. **Conclusion:** Given that the authorization has been released and payments covered the full duration of her stay, there is no outstanding balance or refund due.
  

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