Club Quarters Hotel

1: Club Quarters Hotel will not hold any additional funds at cheother than the reservation total, plus $per night as in incidental deposit2: Club Quarter's property management system does not have any credit card on file associated with the name [redacted] ***

8/25/14ResponseIt is customary in hospitality industry to take an authorization for incidental charges (room service, phone calls, etc)This is and was released immediately upon check out and confirmation that no additional charges were incurred.Based on each financial institution the time that it takes to show on guest's statement variesSome financial institutions show within hours, others several business daysHotel has no control over this.Each guest should educate themselves on their banks policies regarding authorization as the hotel cannot advise for each financial institution.Guests are given the option of providing cash deposit which is immediately returned at check out if they are unclear as to their banks policies.This guests $authorization was released in our system on her date of check out

Dear ***: The business response is very unsatisfacoryI was told by the manager at Club Hotel in Washington D.Cthat I would recieve the my funds back in 2-busniess daysI checked with my bank was told that Club Quarters was holding my fundsI checked out of the holtel on Monday August 4,and I dint reecieve my funds back until Tuesday August Unacceptable [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

HOTEL Nov ? November 21, RE: Complaint (D [redacted] In response to the above mentioned complaint, it is customary in the hospitality industry to take an authorization for room, tax and incidentals at the time of check in to ensure that the presented form of payment does indeed have the funds available to cover any chargesAny remaining dollar amount of this authorization after all charges have been made is released by the hotel immediately upon check out with confirmation that no additional charges have yet to be paidIt then falls to the guest's financial institution to release any remaining funds back to the guest credit card accountDepending on the financial institution, this can happen as quickly as hours up to several business days, The hotel has no control over this as it is impossible for the hotel to hold any funds on a checked out reservationThe remaining funds being held on the guest credit card was released in our system at the time of check out- ' ' ' Ir I ? -- ?? ? ? [redacted] Guests are also given the opportunity to provide a cash deposit at the time of check in if they choose not to provide a credit cardAny unused dollar amount is refunded to the guest at the time of check out::::Attached are copies of the guest folios, as well as the confirmed reservation details directly from the booking agentThis clearly shows that only the confirmed rates were charged and that no refund is due to the guestPlease feel free to reach out to me directly if you need any further informationSincerely, Billy K [redacted] Hotel Manager Club Quarters Hotel

HOTELNov 2016? November 21, 2016RE: Complaint (D [redacted] In response to the above mentioned complaint, it is customary in the hospitality industry to take an authorization for room, tax and incidentals at the time of check in to ensure that the presented form of payment does indeed have the funds available to cover any chargesAny remaining dollar amount of this authorization after all charges have been made is released by the hotel immediately upon check out with confirmation that no additional charges have yet to be paidIt then falls to the guest's financial institution to release any remaining funds back to the guest credit card accountDepending on the financial institution, this can happen as quickly as hours up to several business days, The hotel has no control over this as it is impossible for the hotel to hold any funds on a checked out reservationThe remaining funds being held on the guest credit card was released in our system at the time of check out- ' ' ' Ir I ? -- ?? ? ? **Guests are also given the opportunity to provide a cash deposit at the time of check in if they choose not to provide a credit cardAny unused dollar amount is refunded to the guest at the time of check out.::::.Attached are copies of the guest folios, as well as the confirmed reservation details directly from the booking agentThis clearly shows that only the confirmed rates were charged and that no refund is due to the guest.Please feel free to reach out to me directly if you need any further information.Sincerely,Billy K [redacted] Hotel ManagerClub Quarters Hotel

HOTELNov 2016? November 21, 2016RE: Complaint (D *** In response to the above mentioned complaint, it is customary in the hospitality industry to take an authorization for room, tax and incidentals at the time of check in to ensure that the presented form of payment does indeed have the
funds available to cover any chargesAny remaining dollar amount of this authorization after all charges have been made is released by the hotel immediately upon check out with confirmation that no additional charges have yet to be paidIt then falls to the guest's financial institution to release any remaining funds back to the guest credit card accountDepending on the financial institution, this can happen as quickly as hours up to several business days, The hotel has no control over this as it is impossible for the hotel to hold any funds on a checked out reservationThe remaining funds being held on the guest credit card was released in our system at the time of check out- ' ' ' Ir I ? -- ?? ? ? **Guests are also given the opportunity to provide a cash deposit at the time of check in if they choose not to provide a credit cardAny unused dollar amount is refunded to the guest at the time of check out.::::.Attached are copies of the guest folios, as well as the confirmed reservation details directly from the booking agentThis clearly shows that only the confirmed rates were charged and that no refund is due to the guest.Please feel free to reach out to me directly if you need any further information.Sincerely,Billy K***Hotel ManagerClub Quarters Hotel

HOTELNov 28 2016? November 21, 2016RE: Complaint (D [redacted] In response to the above mentioned complaint, it is customary in the hospitality industry to take an authorization for room, tax and incidentals at the time of check in to ensure that the presented form of payment does indeed have the...

funds available to cover any charges. Any remaining dollar amount of this authorization after all charges have been made is released by the hotel immediately upon check out with confirmation that no additional charges have yet to be paid. It then falls to the guest's financial institution to release any remaining funds back to the guest credit card account. Depending on the financial institution, this can happen as quickly as 24 hours up to several business days, The hotel has no control over this as it is impossible for the hotel to hold any funds on a checked out reservation. The remaining funds being held on the guest credit card was released in our system at the time of check out.32 - ' ' ' Ir I . ? -- . ?? ? ? **Guests are also given the opportunity to provide a cash deposit at the time of check in if they choose not to provide a credit card. Any unused dollar amount is refunded to the guest at the time of check out.::::. . . . .Attached are copies of the guest folios, as well as the confirmed reservation details directly from the booking agent. This clearly shows that only the confirmed rates were charged and that no refund is due to the guest.Please feel free to reach out to me directly if you need any further information.Sincerely,Billy K[redacted]Hotel ManagerClub Quarters Hotel

HOTEL
"background-">Nov ? November 21, RE: Complaint (D [redacted]
In response to the above mentioned complaint, it is customary in the hospitality industry to take an authorization for room, tax and incidentals at the time of check in to ensure that the presented form of payment does indeed have the funds available to cover any chargesAny remaining dollar amount of this authorization after all charges have been made is released by the hotel immediately upon check out with confirmation that no additional charges have yet to be paidIt then falls to the guest's financial institution to release any remaining funds back to the guest credit card accountDepending on the financial institution, this can happen as quickly as hours up to several business days, The hotel has no control over this as it is impossible for the hotel to hold any funds on a checked out reservationThe remaining funds being held on the guest credit card was released in our system at the time of check out- ' ' ' Ir I ? -- ?? ? ? **
Guests are also given the opportunity to provide a cash deposit at the time of check in if they choose not to provide a credit cardAny unused dollar amount is refunded to the guest at the time of check out::::Attached are copies of the guest folios, as well as the confirmed reservation details directly from the booking agentThis clearly shows that only the confirmed rates were charged and that no refund is due to the guestPlease feel free to reach out to me directly if you need any further informationSincerely,
Billy K[redacted]
Hotel Manager
Club Quarters Hotel

8/25/14Response. It is customary in hospitality industry to take an authorization for incidental charges (room service, phone calls, etc). This is and was released immediately upon check out and confirmation that no additional charges were incurred.Based on each financial institution the...

time that it takes to show on guest's statement varies. Some financial institutions show within 24 hours, others several business days. Hotel has no control over this.Each guest should educate themselves on their banks policies regarding authorization as the hotel cannot advise for each financial institution.Guests are given the option of providing cash deposit which is immediately returned at check out if they are unclear as to their banks policies.This guests $50 authorization was released in our system on her date of check out.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. [redacted]
[redacted]
[redacted] Thank you for your patience with the above-named case#.  On Monday August *, 2016, Revdex.com sent me a response explaining that they did not hear from me in regards to Club Quarters Hotel's resolution (please see attached screen clone of Revdex.com's message to me). Based on my records, I clicked Accept Business Response and the Revdex.com website acknowledged my answer (please see attached screen clones). Please update your records to reflect that I do accept the business response and it was resolved.   
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
“Authorization for total room, tax, plus $50.00”The total room, tax equaled around $175.00; when we add $50.00 for incidentals, it equals $225.00.  Based on Club Quarters Hotel’s own statement, they placed too much money on hold on my card; the hold totaled $453.00 (see attached document).“The customer informed our institution that they recently changed their credit card's information. (Legal Name).”This is a misleading statement.  I never initiated information about a legal name change.  Because Club Quarters Grand Central mentioned they could see my old name ([redacted]) on one of their computer systems, I was very concerned.  My legal name change took place in 2015; both stays at Club Quarters Grand Central that are in question took place in 2016 (February, June).  There hasn't been any business in this country, except Club Quarters Grand Central, who has expressed an issue with my name.  If my stays at Club Quarters Grand Central occurred months after the legal name change and my credit card for both stays (February, June) has my legal name ([redacted]), how does Club Quarters Grand Central even know what the old name was?“Being that this guest has had multiple reservations with us in the past, when her card was under a different name”This is a false statement.  The 2 stays in question took place February and June 2016.  At both times, I used the same credit card, American Express, with my name, [redacted].There are (3) three outstanding issues that I seek for Club Quarters Grand Central to solve:1.    How will Club Quarters Grand Central prevent, in the future, the abusive use of my credit card by placing too much money on hold?2.    What will Club Quarters Grand Central do to resolve the issue they have with having my old name in any of their systems to prevent future confusions, issues?  3.   How did Club Quarters Grand Central get a hold of my old name, [redacted], since I never informed them of it before the February and June 2016 stays?   
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Club Quarters Hotel requires authorization on a credit card at the time of check in. The authorization must be enough for the total room and tax, plus $50.00 a night as an incidental deposit. Upon check out, the total charges are processed against the initial authorization, and any incidental...

authorization that is not utilized, is released by the hotel. After the hotel releases the hold at check out, the initial authorization may be "pending" for multiple business days until it drops off. This authorization is at no time a "charge" it is always a pending authorization, but it may show on a statement separate from the final charge. The customer informed our institution that they recently changed their credit card's information. (Legal Name). Being that this guest has had multiple reservations with us in the past, when her card was under a different name, our credit card processor stamped her reservation with the name that was on her old card. However it was confirmed that she is the same individual, and the credit card is the same. It is confirmed that the only credit card information we have at Club Quarters Grand Central for this customer, is MATCHED to the customer.

Dear [redacted]:
The business response is very unsatisfacory. I was told by the manager at Club Hotel in Washington D.C. that I would recieve the my funds back in 2-3 busniess days. I checked with my bank was told that Club Quarters was holding my funds. I checked out of the holtel on Monday August 4,2014 and I dint reecieve my funds back until Tuesday August 12.
Unacceptable .  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

1: Club Quarters Hotel will not hold any additional funds at check-in other than the reservation total, plus $50 per night as in incidental deposit. 2: Club Quarter's property management system does not have any credit card on file associated with the name [redacted].

Review: Good afternoon! I was a guest at Club Quraters Hotel on Sunday August 3, 2014 to Monday August 4, 2014. I stayed in room [redacted] on floor *. First the room was advertised on [redacted].com as a Queen Room for $129.00. When I got to the Hotel on Sunday night. I got a room with 2 double beds. The desk clerk also told me that the Hotel Need to collect a $50.00 incidentals charge that weould be IMMEDIATELY refunded when I checked out. I as told the same story when I checked out of the hotel on Monday morning @9am. I called today, Wednesday, August 6, 2014 and was told by a hotel manager that the $50.00 charge would be refunded in 2-3 business days. I am still traveling and didnt appreciate this inconveinence. I was told by the hotel manager that nothing could be done. Unacceptable!!!!!Desired Settlement: This type of inconveinence should be told to the customers at [redacted] and it should not take 2-3 business days to return money , whether it is cash or by credit card. This is 2014!

Business

Response:

8/25/14Response. It is customary in hospitality industry to take an authorization for incidental charges (room service, phone calls, etc). This is and was released immediately upon check out and confirmation that no additional charges were incurred.Based on each financial institution the time that it takes to show on guest's statement varies. Some financial institutions show within 24 hours, others several business days. Hotel has no control over this.Each guest should educate themselves on their banks policies regarding authorization as the hotel cannot advise for each financial institution.Guests are given the option of providing cash deposit which is immediately returned at check out if they are unclear as to their banks policies.This guests $50 authorization was released in our system on her date of check out.

Consumer

Response:

Dear [redacted]:The business response is very unsatisfacory. I was told by the manager at Club Hotel in Washington D.C. that I would recieve the my funds back in 2-3 busniess days. I checked with my bank was told that Club Quarters was holding my funds. I checked out of the holtel on Monday August 4,2014 and I dint reecieve my funds back until Tuesday August 12.Unacceptable . [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,