Crown Plaza Hotel- Richmond

Dear Ms. [redacted], thank you for taking the time to provide your feedback and request regarding the matter of the half day charge. We realize that plans and events can change daily and when attending a conference your exiting day can be ever changing. I have approved the credit of $78.74 to your...

credit card with the hope that our problem resolution will bring you back to our hotel. Sincerely,[redacted]

Review: I recently booked an overnight stay at the Crowne Plaza for an event at the [redacted]. I asked for a late check out on my departure date and they graciously extended it to 2pm. After lunch I was unexpectedly delayed and was unable to make it back to the hotel by 2pm. I immediately notified the hotel and asked for some leniency. I thought I was going to be returning to the hotel until 6 or 7pm and they said they'd have to charge me a 1/2 day rate and would adjust it at check out. I understood and that seemed fair, however, I ended up being able to get back to the hotel by 4pm. I gathered my things and was able to check out by 4:30pm. Because they said they'd adjust it when I checked out, I asked again if they could forgive the additional 2 hours. The [redacted] on duty graciously agreed to let it go and went into the system to check me out, but the 1/2 day charge was already added and they said that it couldn't be reversed. They had my credit card information and added it on. I couldn't afford this additional charge. I feel like they just tacked that charge on there assuming it was no big deal and since they had my card information I was stuck with it. It doesn't seem ethical or fair that the [redacted] on duty was willing to let it go but the charge can't be reversed. And what if I had miraculously been able to make it back before the late check out time of 2pm? Would I have still be stuck with the 1/2 day charge? It doesn't seem right and I certainly can't afford to throw away money.Desired Settlement: I would like a refund of $78.74 to my credit card.

Business

Response:

Dear Ms. [redacted], thank you for taking the time to provide your feedback and request regarding the matter of the half day charge. We realize that plans and events can change daily and when attending a conference your exiting day can be ever changing. I have approved the credit of $78.74 to your credit card with the hope that our problem resolution will bring you back to our hotel. Sincerely,[redacted]