Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We booked a stay from December 20th- December 21st with checkout on the 22nd. We were charged an extra night because we left 3 coats, 1 diaper bag and 1, 2year old child’s book bag and accessed a $250 cleaning fee because I asked what they wanted me to do and they responded with put the towels in a pile and we will take care of it. The total additional charge ended up costing $527.11 including an overnight parking fee when I wasn’t even there to park. We checked out around 3PM with a checkout time of 4PM. Trying to resolve this for days now I keep being told one thing and then sent somewhere else. The staff when I get them on the phone is extremely rude. Michael was supposed to call me this morning then I’m told he’s in a meeting and then it’s he’s not in at all. He is the only one that can fix this but he is on vacation until Monday now. They continue to not know what they are talking about or the ability to set up an expectation and meet it. They continue to lie about what we left and act like the room was destroyed. My daughter and son were sick throwing up and had diarrhea, my pregnant wife was taking care of them and sick herself while I worked across the street coaching in a tournament. I asked the staff what they needed, I physically checked out. These charges are absolutely terrible and the fact that they charge and then make me wait to get it fixed should be illegal. They claim they tried to call us after our checkout but zero calls were made and no voicemails were received. Every time I have called in the staff has been extremely rude because they set the expectation that I would speak with Michael today and they did not meet that expectation. They also could careless about the charge and trying to fix it. This experience after our stay has been beyond terrible. I want the extra night charge and cleaning fee removed. Originally I would have accepted less however the customer service is beyond terrible and only one person able to fix this is pathetic.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged twice for a hotel stay at the Marriott on Henley St in Knoxville Tn I made reservations online with my Visa card. Upon arriving at the hotel I paid with a different CC (AMEX) which was charged upon checked on Sunday Oct 13th. On October the 15th I saw that my Visa that i made the online reservation had been charged also. I immediately called the Hotel and explained I was charged twice. The lady I spoke to at the Marriott said this was only and I said NO it was taken out of my account. She said then it would go back on my CC in 5 to 7 business days and if not to call back. It did not go back on my card and I called again 7 days later. Spoke to a different lady at the Marriott , where she told me something completely different and that they I had to call the 800 number that was on my reservation email because the VIRTUAL CREDIT CARD was declined and thats why they charged my Visa. I asked what Virtual cc are they talking about. She explained that its a different business that does the reservations and they pay the Marriott with a card and somehow that card was declined. I have been calling everyone and there is no resolution. I finally got the District Managers email address and email him a week ago with ZERO response. I am getting nothing but the runaround from the Marriott and this has been going on since oct the 15th. The reservation company just keeps giving me case numbers and says it is up to the Marriott to allow a refund. Meanwhile I am out $2,625.29 This should never had happened in the first place as my card was charged at check out. Regardless of whatever Virtual Card they are talking about. I have spoke to at least 5 different people and the fact that the District Manager has yet to even respond back to me is unbelievable. I am seeking my refund of $2,625.29

  Business response

  11/27/2024

  Guest booked a reservation through Priceline, a third party booking company, who took payment from guest. Priceline then sent the Hotel a Virtual Credit Card that was supposed to provide the payment to the hotel. Upon Checking Out of the Hotel, the card that Priceline sent over declined for payment and the card that the guest added to their reservation was charged instead. Guest and hotel reached out to Priceline in order to resolve issue but Priceline had to send the issue to a higher tier customer service in order to issue a new Credit Card for the hotel. The hotel has already reimbursed the guests card that was charged at the hotel and are waiting to receive final payment from Priceline.

  Customer response

  12/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  As previously stated the card that was to be charged was the card presented at Marriott when we checked in, and NOT the card used for the reservation. That card was charged upon checkout. The transaction should have ended there as The MARRIOTT had their money !! There should have NEVER been a second charge !  

  I was refunded $ 2,108.16   But I was charged $2625.29      a difference of $516.69    This is what still needs resolved .

  
  
  Sincerely,
  
  Stephnie *****

*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. ↩