Complaints

• Initial Complaint

  11/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1) I have searched with pet friendly hotel and made the reservation via **********. I paid $128.44 in total on 12/23/24. There is no fee information on the web regarding a pet to stay together. 2) I was charged an additional fee for my pet (a dog) $124.25 when i checked in on 12/24/2024. I was told that this pet fee will be refunded when there is no damage in the room.3) I was waiting for three months to get refunded as my dog did not damage any in the room. I contacted the hotel a few times, but no one was able to answer to my inquiries. 4) I was out of country in April and May and re-contacted the hotel after my return. Finally I could talk to a female staff in September. However, she didn't let me finish my questions and hanged up with me a few times or pretended a native Spanish speaker to not to have a conversation with me. I could talk to a man staff and I could aske all questions. He said he will investigate and get back to me.5) It has been more than two months. No call, no email, and no mail. I decided to seek a help here BBB.I am planning to file a claim with **************** if I don't get a response from the hotel by 12/24/2024. (one year since then).

  Business response

  12/12/2024

  According to our website we do charge a non-refundable pet cleaning fee per stay of $100 which is listed on our website (**************************) as well as *********** and **********. I have included screen shots of each page. Additionally,I have attached the Pet Policy Waiver sheet that the guest acknowledged and signed upon arrival. On the waiver it states that a non-refundable $100 cleaning fee will be added to the guests account at check in. The total after tax is $105.30 and the remaining charge on the guests account is for the hotel amenity fee of $18.95. The $252.69 that the guest is disputing on his statement is showing that he paid ********** $128.44 for the 1 night stay on 12/24/23 and at check in we charged him the additional $124.25 which is the pet cleaning fee and the hotel amenity fee. At this point there is no refund to be provided. 

  Customer response

  12/15/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear ****************** re-reviewed all documents they provided and I have. 1) I would like to request additional question why the lady at the front desk said "it will be refunded". 2) My statement shows that I am supposed to pay for my stay only $113.99 but it was  $128.44.(please see attached). The Pet fee was supposed to be only $100.00 but it was $124.25 (Please see the statement and  pet policy). 3) The Pet Policy indicates $100 for pet cleaning fee. However, it doesn't mention or notify any additional fee such as "amenity fee" and "tax". 4). I made the reservation through Hotels,com. Not Hotel's website. There is no note or notification about pet fee when you make a reservation. (please see attached). The lady at the hotel agreed when I called an talked to her on the phone two month ago. She agreed and said "it is not our responsibility. That's **********'s responsibility. I said it is non. These are their neglect. They had to show and notify CLEARLY when we make any reservation. No surprising fee should be paid when we check in.  Please review all documents and let us know. 

  
  Regards,
  
  ****** *****
  
  
  
  

  
  

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