Complaints

• Initial Complaint

  10/25/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  On Oct. 11, my family and I checked into the hotel. Now, 3 days prior to check in, they had already taken out the money for two hotel room. So we get the key and go up to the room. The steps to the second floor were filthy and the hallways were stacked with furniture. When we went to the door to open it, the door handle was about to fall off. When we went in the room paint fell from the ceiling. The ceiling had water damage and was buckling and about to fall. My daughter checked the sheets and there was blood in two different spots and that was just one area she checked before we got out of there. That was enough to see. When we left the room, we looked over the banister and there was a machete and an ax pick. We decided then and there we were not staying at this place. I went to the owner at the front desk and he said that he would give me $150 back for one room, but the other amount will come from ***********. He refunded me that night but when I called to get the other $150 back for the other room, he never gave it to me. I tried calling several times on 10/14 and 10/15. On 10/16, I called *********** and explained this all to them. They explained that they do not refund half of the amount back, he lied to me. They said that they will send the owner of the hotel an email asking to refund me fully, $451.64. *********** told me to contact them after 5 business days. I called them on 10/23 and they said that they have not heard back from the owner of the hotel. *********** said they would refund me $25. Haven't seen that from them either, but I am owed $451.64 So at this point I am lost at what to do. This is why I am filing a complaint and requesting further action to get my remaining refund. I am attaching pictures to see what it looked like and what I was billed. There is also a dispute filed with my credit card company.

  Business response

  12/05/2024

  Thank you for contacting us regarding the reservation at Hotel M for 10/11 to 10/12. I appreciate your patience as we work to resolve this matter.

  
  

  Reservation Details:

  Two rooms were booked via *********** at a rate of $150 per room per night.

  Our rate was the lowest in town, while other hotels charged over $500 during this busy football weekend.

  
  

  Issue Resolution:

  As the reservation was made through ***********, we are required to coordinate any adjustments with them due to their commission charges.

  Upon reviewing the request, we contacted ***********; however, they declined to waive their commission or issue a refund.

  
  

  Proposed Refund:

  
  

  From the $600 total payment, we have already refunded $150.

  We are offering an additional $330 refund, bringing the total refund to $480. This leaves $120 to cover incurred costs.

  
  

  Additional Notes:

  The second room, under the name of ******, has no complaints or refund requests.

  Please let us know if you are willing to accept this offer, and we will process it promptly. Thank you for your understanding and for choosing Hotel M.

  
  

  Best regards,

  Sam

  Manager, Hotel M

*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. ↩