Americas Best Value Padre Trail Inn

Review: I recently had to travel to San Diego for a work-related training conference. I made reservations over the phone through what I thought was the hotel. Unfortunately, when I arrived at the hotel, I found the reservation was for the previous week and the hotel was full. The hotel had already charged my credit card in full for the entire week. When I asked for a refund, I was initially told the reservation was made through Expedia and therefore they could not refund me directly. I did not make this reservation online and was certain I had done it through the hotel. However, I called Expedia who then said the reservation was made through Hotel.com and they transferred me to a Hotel.com representative. The Hotel.com representative said the reservations were made through Expedia, but offered to try to resolve the dispute. When the agent attempted to call the hotel, no one answered. Upon calling Expedia again, another agent again attempted to call the hotel but when she identified herself, she was put on hold for 'a very long time'. At this point, I went back to the hotel and spoke with the manager who told me that I was not getting my money back. When I mentioned that it was not right to charge for services not rendered, he said "they were rendered". Of note, this hotel is on the bedbug registry [redacted]Desired Settlement: Refund money to my credit card ASAP

Business

Response:

This is in regards to [redacted]'s complaint.

Ms. [redacted] booked her original reservation on July 12th through Expedia for July 22nd thru July 26th (see attached). However, she arrived at the hotel a week later on Monday July 29th. She then realized she booked the wrong dates, and inquired if she was charged. We told herthat we did charge her since we held her room plus this kind of reservation is not refundable. She did not stay on the 29th since the hotel was sold out.

Ms. [redacted] then spoke with Front Office Manager, [redacted] to try and have charges removed. Mr [redacted], explained the reservations were not refundable and she did not call in advance therefore we held her accomadations and billed her accordingly. Alsoexplained that 3rd party reservations were not refundable and although she felt services were not rendered, they in fact were since we held her room for her. Ms. [redacted] then proposed for us to write a letter to Expedia to have her charges adjusted since she wanted to be reimbursed for booking the wrong dates. We declined her request.

if you have any questions or would like further clarification please do not hesitate to contact me.

Sincerely,

Art Collantes General Manager

619-297-3291

[redacted]@padretrailinn.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

To my knowledge, there is not a hotel in the United States that charges a full week for a no-show. This is unreasonable and unfair, even if the hotel were a five star hotel, which this one is not. I would expect a professional business to conduct itself in a more honest and moral manner. "The customer is always right" is the motto of a successful business, not "how can we screw them the most."

Regards,

Business

Response:

I have just seen Ms. [redacted]s' response. She is correct that no hotel charges multiple nights for no show. However she fails to understand then when she books third party reservations for multiple nights that its is prepaid in full and non refundable. That is why she was able to get a good price during the busiest season in San Diego. In good faith, we will only charge her the first night and work with Expedia to refund her the remainng nights.