Complaints

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Arrived at hotel and went to front desk. Paid with debit card ending in 5747. Went to room and it was beyond dirty. Clerk took us to look at 2 more rooms and they were the same. asked for a refund and they stated the transaction was on hold temporarily and would be released since we were not happy. Money was taken off debit card anyways. This is a cash app card so a dispute was declined because these transactions are not secured or insured according to what cash app said. Called choice hotels daily for the last 6 weeks. Told different stories all the time. I have heard anything from its the banks fault, to he reimbursed the money, to they are not responsible, to it takes 30 days. Literally every excuse. They had us down for 2 reservations. One a no show and one a cancelation. How are we a no show standing at the counter. This occured on August 27th, 2022 at 3:00 PM. On August 28th my card was tried to be used by them yet again after the 113.40 had already came out. The other 3 transactions were declined due to insufficient funds thank goodness or they would have taken more. Even more strange is that none of these attempts were for the price of the room and two of them were for different amounts. Attached I will show you the different times it was tried to be used and my bank statements where the $113.40 was taken off and never returned. I have called the manager several times. Always a different excuse. Yesterday his attitude with me was more than i could handle honestly. Last week he said he refunded the money (I have a email from choice hotels supposedly showing this which i believe is a fake receipt made up to help them) he says and yesterday says the room was used and dirty per housekeeping. He then laughs and says your word againest mine. How is that sir when your computer states differently. Also choice hotels is now saying my case is closed because they gave me "complimentary" points on my choice privelages card. I appreciate any and all help with this.

  Business response

  10/19/2022

  Business Response /* (1000, 4, 2022/10/07) */ Guest was stayed in the room. Housekeeper check that room in the morning reported that they used all amenity in the room. Thats the reason we charge the room. Consumer Response /* (3000, 7, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) How could I have stayed here when the reservation under my name (verified by choice hotels and the receipt that was sent to me) clearly says canceled and the other says no show? Also why did you try and run my debit card three more times in the next day? There is absolutely no reason you should have had my debit card number the next day. I don't mind paying for something that I used but this is not the case. You are the one who even sent a receipt that says you returned the money to me. This receipt came from choice hotels which I will attach again. What you did is wrong and any one could agree with this. You cannot tell me that one housekeeper can remember this from a month ago. And furthermore Whybhave every time I have called you you say you will call me back and never do. You have intentionally avoided me. I can't attach any documents with this response but they have already been submitted which is proof I am telling the truth. Business Response /* (4000, 9, 2022/10/17) */ Gues was checked-in by our Front desk associate. She already signed the Registration card, but her Debit card was declining few times that the reason she thinks we ran her card next day. We had authorized her card at time of check-in and got payment from authorization process. She said she cancel her reservation how you cancel if were in the room. Housekeeping paper can verify any time if one month or one year old reservation. Also, our Front desk Clerk was new under training, he did not check-in guest it went to no show that night. That could happen anytime when desk clerk make mistake. It does not mean that guest was NO-SHOW. Sorry for all misunderstanding we really apologize for this. We can offer one night free at hotel on her stay. We can offer NO EVENT Day free night. Consumer Response /* (2000, 11, 2022/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do NOT want to stay at this hotel but will accept a choice hotels other properties. I feel that would be best considering the issues that we have had over this and there are possible hard feelings there and that should be avoided.

*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. ↩