COMFORT SUITES-LEESBURG (VA301)

Review: The staff at the front desk were great. The issue was with management.

The front desk said that I had made a reservation for October 3rd-October 5th. Which was incorrect as I was only in town for one night.

I asked the staff to have the manager call me on Monday as I had not made a reservation for these dates and I was charged $110 for "not showing". They had informed me this had happened to other people and there would not be a problem once the manager had contacted me.

As of Tuesday I had not received a phone call, so I called myself. I spoke with the manager Amy, and she told me that it had clearly been my fault and I should have received an email confirmation (I had not received an email).

My partner called on Tuesday and spoke with the same manager. Not only was she rude but she informed my partner that "she was being put between a rock and a hard place because her boss' daughter had taken the reservation, and she couldn't correct anything that she [the daughter] had done without getting in trouble herself". She also told her "these kind of things come up and it is usually the customers fault". We informed her that we have never intended to stay for two nights and she told my partner that she didn't believe her. She also said that we should be thankful that they let us for stay October 4th.

She also said that it was the guest list was sent to the bride and groom and implied that it was the bride and groom's responsibility to note the incorrect date - I find this outrageous.

Amy then told my partner that she would have Bob (her boss) call her back within 24 hours. I also called the Comfort Suites customer service line to get a resolution, and they said that I would receive a call from the hotel within 72 hours. After 74 hours and not receiving either call, I called the customer service line again and they told me that there was nothing they could do as it was a hotel specific issue.

I reserved a room for the night of October 4th. If the attendant at the desk misunderstood me that is not my fault - even if she is Bob's daughter. Had a I received an email confirmation, I would have gladly corrected the dates. Also, the onus should not be on the bride and groom to note the dates for everyone attending their wedding. There are multiple issues here ranging from the professionalism of the management to the inability of Choice Hotels customer service line to mitigate this situation.Desired Settlement: Full refund due to amount of time having to spent having to deal with their mistake.