Complaints

• Initial Complaint

  03/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 13th, I stayed at the Comfort Inn on Maccorkle Ave in Charleston, WV. My daughter's entire cheer team was booked to stay there. When I arrived at 8:30pm (ready to lay down after a 5 hour drive), the computers at the hotel were down. I asked if there was any way for us to be able to check in if the computers didn't get fixed. The girl at the desk told me she had no idea. I gave her my phone number and took my kids to McDonald's to grab some food while we waited. As we finished eating, the hotel called to say the computers were back up and running. We went to our room and got comfortable. My daughter's teammates arrived and all was fine until about 11:50pm. I was already in bed at the time but the lights went off and on a few times before finally staying out. I told my kids to go ahead to bed because I was sure that the electricity would come back on soon. I also figured that a generator would kick in and get us some electricity. We all settled in and went to sleep. I woke up in the middle of the night (around 3am) to a freezing cold room and still no electricity. I got on my phone (which had only 30% charge left at that point) and checked online to see if there was any information about the outage. I found that the electricity was expected to be back on by 6am. We planned on waking up around that time, so I went back to sleep. At 6am, there was still no electricity, and the ETA was moved back to 11am. We got up and used our phone flashlights to get dressed and brush our teeth. No showers since there was no hot water. We spoke with our team about what we should do, and at 7:30, I gathered my stuff and left with my daughters. I had to buy breakfast since there was none at the hotel. The hotel offered me a 10% refund (25% after I argued). This is not acceptable. The GM said that the electric company won't reimburse them so they can't reimburse us since it was out of their hands. But I paid the hotel for something I did not receive.

  Business response

  03/17/2023

  Well the Power outage was through out the area wide not only at this hotel. several hotels , gas stations and restaurants and homes were affected with the power outage. If the issue was only at the hotel than we would definitely give the  full refund but since it was area wide we offered 25% off for the stay. 

  Customer response

  03/17/2023

  Better Business Bureau:
  
  I have reviewed the 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.
  
  I already spoke unsuccessfully to Dennis at the hotel. He claims that, because it wasn’t the hotel’s fault, they shouldn’t have to reimburse us fully. However, I did NOT get 75% of what I paid for so paying for 75% of the cost is not acceptable. I understand that the hotel isn’t at fault for the outage but they received payment for service that they did not provide. They should reimburse customers FULLY for that night, and if they want to pursue the electric company for reimbursement, they can. We were unable to check in at arrival and had to wait. We did not have heat, warm water for showers, lights for getting ready, or food to eat for breakfast. The only thing we DID get was a roof over our heads. The percentage of reimbursement should reflect the percentage of the service we received.

   

  Dennis also told me that, if I had checked out of the hotel when I woke up to a cold room in the middle of the night, I could have received a full refund. I woke up at 3am to a cold room. The suggestion that I should have gotten up out of bed, gathered our belongings and my two daughters and gone out into a city I am unfamiliar with at 3am is ABSOLUTELY absurd!
  
  Regards,
  
  ********* *********

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am the daughter of the man whose name is on the complaint. This was his room reservation but I took care of it all. His credit card was overcharged, but I have been dealing with it. The address I listed is his, the cell# I listed is mine. I hope that doesn't confuse anyone. Dad had a heart catherization appt. in Charleston. I called & reserved a room for 1 night at Comfort Inn for 8/9/22. We arrived early & checked in at 2:22pm per the receipt. We decided to stay 2 nights instead of 1 due to dad being 78 yrs old & not knowing what the outcome of the cath would be. I asked the clerk if we could extend our stay to 2 nights. She said it would be no problem, they had plenty of rooms, she would take care of that for us. We honestly had a nice stay - no problems. We checked out on 8/11/22. We were given a bill for $242.25. When dad received his credit card bill, there were 2 charges from the hotel. The one we expected and another one for $112.16. I called & spoke to a clerk (I have all names, dates, & conversations with them written down). They checked & stated we had reserved 2 rooms and didn't show up for one of them. I said no, we were there, I just asked for 2 nights in the room instead of 1. We were clearly there & didn't need to cancel our reservation. Clerk could see that the person who checked us in had made a mistake & had made us a new reservation instead of extending our original one. He said a manager had to deal with it. He told me to call back & speak with a mgr & I called daily, spoke to a different person ea. time but it took me 5 days to get ahold of the mgr, He stated the hotel had made a mistake, they would refund $112.16, & gave me a confirmation #. He said it would take 10-15 bus. days to show up. I began calling the credit card on the 10th day, it never did show up as a refund. I called the hotel back, got the run around again & was told I would not get a refund. Need more space to explain the rest. Plz contact me cant upload

  Business response

  09/28/2022

  Hello,
  
  Thank you for contacting ******* ****** * ********
  Comfort Inn is not a ******* ****** * ******* ***** ******
  Our brands include: ********** ** ******** ******** ** ******** **** **** ** ******** ******** ** ******** ***** ****** *** ******** ** ******** ********** ******** ****** ** ******** ******** ****** ** ********* ****** ******** ** ******** ** ******* ** ******** ******** ** ********* ****** ****** ** ******** ****** ********** ** ******** ***** ** ** ******** *** ********* *********** ** ******** *********** ** ******** **** ** ********* ******* ** ********* ******* ******** ******* ****** *** ******* ****** *** *********
  We hope you will consider Wyndham Hotels & Resorts for your future travel needs.
  
  
  Brenda
  Liaison, Customer Care
  
  
  ******* ****** * ******** **** ******* ************

  Business response

  10/03/2022

  I am sending you all the paperwork you need for this complaint. As you can see on one of the folio there was an "adjustment" made on MC **** OF $112.16 ON 9-16-22. It does take up to 15 business days for the amount to go back into your account. If you have any questions please feel free to contact me.

  Thanks

  ****** *****

  Customer response

  10/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I did contact the credit card company after receiving this message and they verified that the Comfort Inn had indeed issued a refund for the overcharge of $112.16.  I do appreciate the hotel taking responsibility for this overcharge.  I would not have filed a complaint against them if I had not been specifically told that the charge was NOT going to be refunded.  The hotel stay was truly satisfactory and this was the only issue I had with them, but it did last a long time when it could have easily been resolved immediately.  I do thank Terry and any other employees at the Better Business Bureau for helping me to resolve this issue.  I am very grateful that the Comfort Inn of Charleston, West Virginia did refund the overcharge. 

  Regards,

  **** ******

*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. ↩