Crowne Plaza: Old Town Alexandria

Good morning [redacted] ,Thank you for bringing [redacted] 's complaint to my attention Having reviewed our files I have gone and adjusted his account for the amount of $which was for his room and tax this figure will be more once the 3rd party booking agent makes there adjustmentWe have contacted [redacted] to expedite his credit which has to be processed through their site as this was the original source for his booking I sincerely apologize for the time it took to resolve this matter and I have already addressed this with my team Please see copy of the adjustment attached and if you have any questions please do not hesitate to contact me directly Warm regards,James R***

This letter is in regards to ID ***I would like to relay that we have sent *** *** *** a letter of apology about the issue with the reservation for the Crowne Plaza Old Town Alexandria that was made through ***.com.The information that we received from ***.com is a code that indicates
the deposit type for the reservationThe issue that had occurred during her reservation was that we received incorrect information from ***.Com that led us to take a 1-day non-refundable deposit for her reservationWe did not have knowledge that her reservation was made to have her pay at the hotel.The hotel did take the deposit, as was indicated on the reservation, on July 24, but a refund was submitted the same dayThe refund takes 3-business days to be placed back on the guest's credit cardThis may have caused *** *** to believe that her reservation had not been refunded.We hope that the letter we mailed will be able to resolve *** *** complaint about our hotelWe will try to avoid a similar situation from occurring in the future

Good morning [redacted],Thank you for bringing [redacted]'s complaint to my attention . Having reviewed our files I have gone and adjusted his account for the amount of $260.15 which was for his room and tax this figure will be more once the 3rd party booking agent makes there adjustment. We have...

contacted [redacted] to expedite his credit which has to be processed through their site as this was the original source for his booking . I sincerely apologize for the time it took to resolve this matter and I have already addressed this with my team . Please see copy of the adjustment attached and if you have any questions please do not hesitate to contact me directly . Warm regards,James R[redacted]

I used the app on my phone to make a reservation with this company. I've stayed at these hotels before and an elite member. I took out all the old information and put in the card I wanted to use. My husband had came home from being out to sea and my mother in law came in town so we stayed at this hotel. We made 1 reservation but two rooms. When we got there my mother in law wanted to pay for her room so they swiped her card. I told the young lady that I have the card I paid with on the app because it said to bring the card in. Now this card is my husband card. She swiped his card. We signed and move on our way. Easy right. The next day when we checked out I notice that I had a charge on my personal account from the card I had on file but deleted and placed my husband information. The young lady at the from desk did not tell me the card I handed her was different from the card I made the reservation with. I called the front desk and after getting talked over for 20 mins I had to raise my voice and tell the young lady to please let me finish talking before you speak. After I stated my problem she she notice my situation. All 3 cards were getting charged. She told me that she will refund me my money and it will take a few days. She sent me a refund email.
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Cashier No.
**SSN**
:
50
0806 07-02-16 07-03-16 63734107 IDAVT
1 of 1
Folio No.
A/R Number
Group Code
Company : Membership No. : PC Invoice No. :
Room No. : Arrival : Departure : Conf. No. : Rate Code : Page No. :
Description
Charges
Credits
07-02-16 Deposit Transfer at Check-In
07-03-16 Visa XXXXXXXXXXXX
Thank you for staying with us! Qualifying points for this stay will automatically be credited to your account. Please tell us about your stay by writing a review here - www.ihg.com/reviews.
We look forward to welcoming you back soon.
109.78 -109.78
Total
Balance 0.00
0.00 0.00
Now all 3 of our cards were going to be used UNTIL I called.
..The kicker! I waited while the money was pending in a account that did not have all the funds in there it's just going to "fall off" I was told. NO! They took the money out the account and then3 days later refund the money. I was overdrawn in that account. I called the manager he said that he will call my bank and they "might refund me my money for the overdraft" I explained that this was not my fault that they used the wrong information and had two chances of informing so I could move the money over but I was told that it would "fall off" but he had his story and was sticking to it! I called the customer service line to the hotel and that worker was totally on my side and gave me a case number and was told that the manager and owner would get back with me in 48hours.Guess who responded? The manager... The same guy I've been dealing with.No word from the owner! I will never use this hotel, I will tell all my friends, family, and military personnel not to stay here. I'm still waiting for my overdraft fee! They are acting like I'm asking for a hundred dollars! Fair is fair! Why would I want him to call my bank and explain the mix up your company made instead of you refunding my money? Because the conformation I received did not have a area that shows the card I used either!
Your confirmation number is: 62749108. Select your preferences before your stay.
King Bed Leisure Nonsmoking - Non Smoking
Rate Type: Special Offer
Number of Rooms: 2
Room Rate Per Night:
Sat 2 Jul 2016 - Sun 3 Jul 2016 $170.00 (USD)
Total Taxes: $26.66 (USD)
Estimated Total Price: $196.66 (USD)*
This is the email I was given by the manager Roland...Hello again Mrs. A[redacted],
I received your case from guest relations regarding your billing issues , as I explained earlier the only reason your personal card was charged was because the type of reservation that you booked. It was a discounted rate and the terms of this reservation was it would be an advance purchased deposit for the first night non refundable if cancelled. When the reservation came through our system it already had your CC as the card you wanted to charged for that deposit. The agent tried to honor your request at check in and refund your card and charge the one you gave at check in. It was already refunded the day you checked in, but this transaction will take 5 to 7 business days to clear. As for the over draft charge, as I stated this morning I will be willing to call your bank and request them to waive that fee ( I can not guarantee they will ) The main reason your card was charged initially was because the type of reservation that you booked rate code IDAVT prepaid first night at the time of booking, we did not see the card you wanted to charge, but only the CC on your profile.