Golden Inn

I wanted to inform you that I did speak with [redacted] and we have resolved her issue to her satisfactionWe even went a step further and sent her a gift card as a sign of good faithIf you have any further issues please feel free to contact me at the number provided below

The guests CC was authorized at the time of chefor incidentals and for a security deposit which is standard hotel practiceThis practice is not only standard but in the spirit of full disclosure, we have it listed on the registration card guests sign at check-inAs soon as Mrs [redacted] came to the desk to inquire about the authorization this was all explained in great detail by the night time front desk agent as well as the manager on duty Saturday morningFurther we immediately released the authorized funds and deleted her card from our system to avoid further issues on Friday eveningAs of this time,several attempts to contact Mrs [redacted] to further explain this practice/situation have gone unanswered

I am rejecting this response because:There was only 1 attempt to contact my via my phone at 267-241-5870 which was on 11/13/14, so stating that several attempts is a complete fabrication. I will be happy to provide phone rercords to show this.  I am just responding now as my father passed away on 11/12/14 so I have been a little distracted, again I am happy to proivide records as to his passing.I am fully aware of industry standards to authorize a card at time of check in for incidentals and security however below are the list of problems:At the time the card was authorized, I WAS NOT checked in nor was I even at the hotel so there was no signature for this.The reservation was not in my name, so my card should NOT have been used at allTthe night front desk agent could not explain what had happened NOR could the manager on duty Saturday morning.I do not recall signing ANY registration card at check in.While the authorization was released, my card was still on hold until the next business day which was Monday so the card could not be used for the entire weekend.Let me also say that there were 5 of us; each paid with cash; however some were charged incorrectly and after this incident, had to go back to the desk to pay more. Again, no one at the desk could offer an explanation.

The guests CC was authorized at the time of check-in for incidentals and for a security deposit which is standard hotel practice. This practice is not only standard but in the spirit of full disclosure, we have it listed on the registration card guests sign at check-in. As soon as Mrs. [redacted] came to...

the desk to inquire about the authorization this was all explained in great detail by the night time front desk agent as well as the manager on duty Saturday morning. Further we immediately released the authorized funds and deleted her card from our system to avoid further issues on Friday evening. As of this time,several attempts to contact Mrs. [redacted] to further explain this practice/situation have gone unanswered.

I wanted to inform you that I did speak with [redacted] and we have resolved her issue to her satisfaction. We even went a step further and sent her a gift card as a sign of good faith. If you have any further issues please feel free to contact me at the number provided below.

Review: In Sept 2014 I called the hotel to place a deposit for the weekend of 11/7 ($150), using my debit card. upon my arrival on 11/7 at 4:30PM, I paid cash for the remaining balance. Later that evening I found out that the hotel had charged my card $531.62. I learned this because my husband had tried to use the card for a purchase and it was denied. Every one of us who were staying in the room; as it was a girlfriends weekend; paid cash for their balance. The card was charged at 2PM when I hadn't even arrived at the hotel and the amount charged did not equal anything that was owed for the room. The manager on duty did not offer any apology or explanation as to what happened and could not answer as to the amount of the charge. We could not use the card all weekend because the credit did not go throught until Monday, 11/10. The manager at the hotel has not returned my call and we have now had to stop the card.Desired Settlement: I would like an explanation in writing as to how this happened; I would also like a refund for at least half of what I paid; $352.84 since I did stay and use the hotel however I had no use of my card; nor did my husband. An aplogy should have been given when I first complained however the staff and manager on duty were indifferent to my concerns.

Business

Response:

The guests CC was authorized at the time of check-in for incidentals and for a security deposit which is standard hotel practice. This practice is not only standard but in the spirit of full disclosure, we have it listed on the registration card guests sign at check-in. As soon as Mrs. [redacted] came to the desk to inquire about the authorization this was all explained in great detail by the night time front desk agent as well as the manager on duty Saturday morning. Further we immediately released the authorized funds and deleted her card from our system to avoid further issues on Friday evening. As of this time,several attempts to contact Mrs. [redacted] to further explain this practice/situation have gone unanswered.

Consumer

Response:

I am rejecting this response because:There was only 1 attempt to contact my via my phone at 267-241-5870 which was on 11/13/14, so stating that several attempts is a complete fabrication. I will be happy to provide phone rercords to show this. I am just responding now as my father passed away on 11/12/14 so I have been a little distracted, again I am happy to proivide records as to his passing.I am fully aware of industry standards to authorize a card at time of check in for incidentals and security however below are the list of problems:At the time the card was authorized, I WAS NOT checked in nor was I even at the hotel so there was no signature for this.The reservation was not in my name, so my card should NOT have been used at allTthe night front desk agent could not explain what had happened NOR could the manager on duty Saturday morning.I do not recall signing ANY registration card at check in.While the authorization was released, my card was still on hold until the next business day which was Monday so the card could not be used for the entire weekend.Let me also say that there were 5 of us; each paid with cash; however some were charged incorrectly and after this incident, had to go back to the desk to pay more. Again, no one at the desk could offer an explanation.

Business

Response:

I wanted to inform you that I did speak with [redacted] and we have resolved her issue to her satisfaction. We even went a step further and sent her a gift card as a sign of good faith. If you have any further issues please feel free to contact me at the number provided below.