Comfort Suites Reviews (%countItem)
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Comfort Suites Rating
Description: HOTELS
Address: 2600 W Pierce St, Carlsbad, New Mexico, United States, 88220-3585
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I canceled my reservation online, roughly 4 days prior to arrival.
My card was charged twice, on 7/25 for $871.86 for the nights 7/19 thru 7/24, and $145.31 on 7/26 for the night of 7/25. I called to see why I was charged.
They claimed I checked in and stayed at the hotel and they could not see that I canceled my reservation.
I asked what information do they take during check-in. Their policy is a picture ID and a major credit card. I was provided a copy of the registration check-in card that was initialed and signed whe check-in occurred at 2:32 AM on 7/20. It shows a single adult. My stay was going to have 2 adults and 1 child.
I called the GM, who provided me with a copy of the registration card. I told him the initials and signature were not mine and I wanted a refund. He said he would check with the night manager who checked the person in and get back to me. I did not hear back from him so I tried calling him several times and each time was told that he was not available. I finally asked to speak with another GM. This GM told me that they would look into it and get back to me. Again that didn't happen and my calls resulted in again being told that neither GM was not available.
My credit card company did their process to try and get back my funds. On the claim for the $145.31 the hotel refunded the amount after the second attempt from the credit card company, informed the hotel that the sample of my signature and initials did not match the signature and initials entered on the registration card. The second claim, for $871.86, however, has still been denied with the statement from the hotel that "house-keeping records show that the room was being cleaned every day and so someone was staying in the room, so therefore the room charges are valid".
I filed a police report and the officer was told by the GM they would review the video to see who checked in and out at the times on the invoice. The officer was later informed that the video system was not working on those days.
Complaint: ***
I am rejecting this response because:
1) I have shown both the credit card company and the Carlsbad policy department a sample of my signature and initials. These clearly do not match the fraudulent signature and initials used to sign the registration card.
2) Comfort Suites charged my credit card twice, one for $145.31 and another for $871.86. Both were on 7/25/2019. They refunded the $145.31 once I provided the credit card company with my sample signature and initials. Comfort Suites refused to refund the $871.86.
3) Comfort Suites informed me that they require an ID and credit card at the time of check in. Therefore whomever the person was that checked in at 2:32 AM on 7/20 must have had the fraudulent credentials necessary to pass themselves off as me. Attempts by the Carlsbad Police department to obtain video footage of both the check in and check out times, in order to match the individual to my drivers license photo that I provided, proved unsuccessful due to Comfort Suites video system being inoperable on the days and times in question. Statements made to the Carlsbad Police were that the system was going to be repaired and once that repair was complete then the video footage could hopefully be obtained. As of the date when the Carlsbad Police closed the case the repairs to the video system had still not been completed.
4) The Carlsbad Police informed me that they found it strange that Comfort Suites didn't charge me the total of $1,017.17 but rather broke it up into 2 separate charges. They stated that issues over $1000 are a felony offense in New Mexico, however since Comfort Suites did not charge me more than $1000 in one single transaction a felony has not been committed and so my next step would be to either get an attorney or file a claim in small claims court.
Regards,
***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Dear Revdex.com,I received notice of a complaint issued against our Comfort Suites in Carlsbad New Mexico. I see that this notice was received by our hotel at the beginning of December. This complaint has been an ongoing frustration with our hotel management and staff. The guest filing this complaint has attempted to get a refund in multiple different avenues, including charging the payments back through his credit card company and filing a complaint with the Carlsbad police department. This situation is complicated but we continue to stand our ground because we cannot see a scenario where the guests complaint is valid. We have pulled all of the information we could from our records and the guests claim of never checking in to our hotel just can not be validated. We have a signed registration card for the room, there were items in the room on the day of the scheduled check out, and during the guests stay the do not disturb sign was on the door.While we would be happy to refund any guest if a mistake had been made on our end, I cannot refund a guest for a room that was clearly used.If any additional information is needed please let me know!Julia D, Controller*** officefaxburtonhotelgroup.com