Country Inn & Suites By Carlson

Initial Business Response /* (1000, 8, 2015/11/06) */
This reservation made from Expedia and Expedia charge Hotel never charge to guest

Review: Called to reserve hotel rooms for 2 days for my baby shower and was under the impression that the rooms that were not used would automatically fall off. I was not informed on the phone that if I did not call to cancel the rooms, I would be charged for all the rooms that were left on hold. My number was not collected and my email was not saved, so there was no way I could have been reached to cancel reservations had they needed to ask for sure. It was negligent on their part for not informing me of their policy while booking the rooms.Desired Settlement: I would like to get a full refund, because I wasn't not told about this charge. When I called the GM, there wasn't even a compromise, nor an attempt to be sympathetic. Because the person booking the reservation did not tell me their policy I was ill informed, therefore I demand a full refund.

Business

Response:

Revdex.com spoke to the general manager at the company who stated that the refund was given to the customer on July 26, despite the fact that she reserved rooms, did not show up, and did not cancel.

Review: Originally, my wife [redacted] booked 5 rooms at the Country inn and Suites hotel in [redacted] but only 3 were available when her party checked in on 9/29/14. Party stayed in only 3 rooms but billing on credit card is for 5 rooms. I explained problem to manager, [redacted], over 2 weeks ago, and gave her details of people who stayed in rooms. Manager has not corrected overpayment for the 2 rooms not used by my wife and party as of 11/4/14, nor has she returned my calls to explain what she has done. I have left messages on her work voice mail but no return calls. I asked for her supervisor but desk clerk did not know. Please advise.[redacted]Desired Settlement: Remove charge from our credit card for 2 of the 5 rooms charged to our account.

Business

Response:

[redacted] called and spoke with the front office manager- The manager could not find the names that was given to her by [redacted]. They do not have any confirmation numbers or names that we can match with reservations. So, we do not have any information to refund the amounts to. They made reservations for other people but cannot give us information in order to find the other people. We have researched this extensively.

Thanks

Consumer

Response:

I have reviewed the response offer 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.

Ms. [redacted] called me today about this complaint. She said that the two rooms in dispute were in my daughter's name. She assumed that she did not show and since the rooms were not cancelled, they were charged to our account. She said that the reason this dispute took so long was that they did not have my daughter's name. I explained that since my wife was told that she only had three and not the five rooms that she had originally reserved, there was no reason for her to have her name. (Originally, I had given Ms. [redacted] the names of the women staying there but had not included my daughter's name, since she did not reserve any of the rooms.)

I explained that my daughter, [redacted], did show but was forced to use one of the three rooms available. After some discussion, Ms. [redacted] offered to reverse one of the room charges. I agreed to her offer and am waiting to see if she reverses the room as agreed. I will follow up with my charge account next week for verification.

Who ever gave my wife the incorrect information concerning only three rooms was an employee of the hotel or an affiliate, such as a booking agent. Since Ms. [redacted] did not seem to want to take responsibility for the mix up, I agreed to the compromise of one room being credited back to our account.

Thank you for your follow up

Regards,

Review: was set up at country inn by work for two nights 2/12/14 to 2/14/14 many of the staff from my company stayed in the hotel due to the weather. Lexington, VA area had around 12in of snow, hotel was aware of staff leaving during am times, no attempt was made to plow snow out of parking area. asked hotel why? 1st said it was because contractor wasn't paid to do it so they weren't able to get it done. I left my info on my car which had damage done due to the lack of service done for customers due to the parking area, I was told I would get a phone call the next day which would have been,2/14/14. I waited no call. I called again on 2/16/14, spoke with a lady and told her who I was explained what had happened she told me nothing they could do, I asked why didn't anyone call me anyway? she said the owner would not do anything for it so no reason to call, said there was no reason to start clearing it because they would have to do it several times, then went on to say that they had several witnesses that said my car already had damage done the day I checked in. Im sorry I have never been treated so poor and made out to be a lair very, very bad service to be talked down too, just rude!!!!Desired Settlement: I only wanted my car to be fixed have the damage repaired, but the way I was treated I believe other matters need to be fixed.

Business

Response:

Thank you for your concern regarding your stay with us. You have been in contact with us directly and we have resolved it to the best of our ability with the information that was given. If you have any further questions please give us a call directly. Thank you.

Review: This is regarding your complaint of double charges on your reservation with itinerary number [redacted]642. I made my reservation trough hotels.com and my stay was already paid through hotels.com. However after my stay, 'Country Inn & Suites By Carlson Tucson Airport' charged $63.48 on check out for my stay. I have sent my credit card statement to the hotel but they claim that they did not charge me anything.I can send you the official credit card statement. Here is the related part written on the statement"03/30 04/01 COUNTRY INN & SUITES TUCSON AZ 122608ARRIVAL DATE 3/29/13Reference number: 7##8 Credit card account number: ...1##2 Amount: 63.48"ThanksDesired Settlement: Refund of $63.48 to my name via a cashier's check sent to my permanent address.