Embassy Suites Pittsburgh Airport

Review: I am attending a conference near the Pittsburgh Airport. I could not find a hotel room near the conference, so I made a reservation for the Embassy Suites near the Airport. The usual cancellation policy is 24 hours, but they put a 48 hour cancellation policy in effect because of the conference. That's a pretty sneaky way of taking advantage of a captive audience. I did not realize that policy was in effect. The hotel takes dogs, which I'm allergic to, and I didn't realize when I made my reservation. Also, the pool and hot tub are closed during August. Who would shut down the pool for a month during heavy travel season? I found another Hilton hotel closer to my conference, and which does not take dogs. I called to cancel my reservation, and the hotel Revenue Manager told me that because of the 48 hour cancellation policy, I would be charged almost $350 for the cancellation. I stay at Hilton hotels all the time when I'm on the road for work and vacationing. I stayed at the Embassy in Boston for a full year in 2012. I've had a break from the road but am soon going to be travelling again. I can guarantee I won't be choosing an Embassy Suites based on this experience. The manager was very rude and inconsiderate. They've definitely lost my business based on rudeness and overcharging.Desired Settlement: I want the full cancellation penalty reversed on my credit card.

Review: On July 6th we were checking in to the Pittsburgh Embassy Suites Airport and I was told there were two reservations for us. I advised we would only need 1 room and asked to cancel the second room. I asked whether this would be a problem and was told "Absolutely not, you canceled before 6pm." I didn't give the matter any more thought. I checked out and at checkout was only provided a bill for one room and the one night. Three days later I received a bill for the second room by email. They claimed the room required a 24 hour cancellation, (as a frequent traveler I find it extremely odd for a hotel like this to require 24 hours notice). I pointed out that if that was the case I should have been informed of such at check in and been allowed to have my daughter stay in the second room. We relied on the representation given to us by the hotel's representative that no charge would be applied and relied on their position at checkout that no second charge would be applied. We consider their subsequent attempt to retroactively collect fraudulent.Desired Settlement: Refund the amount charged fraudulently to our American Express card.

Business

Response:

Our hotel cancellation policy Is 24 hours/4pm the day before arrival. This policy Is stated to all of our guests who book via central reservations at the time the reservation is made. If the reservation is made online an email address is required. The policy Is also stated in the email confirmation that Is emailed to all guests with an email address on file. All front desk employees are aware of this cancellation policy and will communicate it whenever necessary.

Consumer

Response:

They failed to explain why their front desk representative stated that the room would be cancelled with no charge and why no bill for the second room was presented until several days after check out if this policy is truly well known. We clearly relied on the representation made by their representative and were never offered the opportunity to occupy the second room we are now being required to pay for. This is a fraudulent business practice and we will pursue all legal remedies.