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Hotel Charlotte, Inc.

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Reviews Hotel Charlotte, Inc.

Hotel Charlotte, Inc. Reviews (3)

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. 
 
I received my refund today.
I would still like to keep the complaint that there website is unclear.  Even now, When I click on rooms, then choose the room I like, there is no option to choose a third guest, and nothing clearly states the room is pet friendly or not.
 
But yes the resolution is satisfactory for me, and I hope nobody else has a ruined vacation because of their shoddy business practices.
 
Thank you, [redacted]

I would like to take the opportunity to respond to the complaint submitted on 5/19/2014. 
font-family: 'Arial', 'sans-serif'; background: white; color: #222222; line-height: 115%;">The guest chose a “non-pet friendly” room and selected that they only had 2 people when making the reservation.  When they arrived, they arrived with a dog and 3 people.  Our website clearly states on the first page that we have “select pet friendly rooms” and on the rooms selection page there is a very clear option at the top of the page that says “pet friendly – yes or no”.  If you choose yes, then only the pet friendly rooms will appear as an option. 
Yes, room 5 does show that there is a max of 3 people, but this guest only selected 2 guests during the check out process. Had she selected the correct number of people she was traveling with, 3, then at the time of checkout it would have added $20 for the extra person. 
When they arrived, we did decide to make the decision to make an exception and allow them to stay in the non pet friendly room for only $20 (our standard pet cleaning fee), even though we would have had to spend hours deep cleaning the room to ensure no residual dander for future guests (as we make a commitment to our guests that our non pet friendly rooms have not had pets in it due to potential for allergies. 
Even after making this exception, the guest chose to not stay and we did refund their money, less our $30 cancellation fee.  The guest sent me an email directly yesterday and we have already refunded her $30.
We pride ourselves on our service level (as you can see from excellent Trip Advisor and Yelp reviews) and feel unfortunate that this guest did not have a positive experience.  
Please let me know if you have any additional questions or need additional information.
Thank you, [redacted], owner

Review: Hotel Charlotte advertises they are pet friendly. apparently they are only pet friendly in specific rooms. I booked the hotel looking at the rooms. I chose room #5. it states it is a 3 person room with two twin size beds. When I click more info, nothing in it specifies not pet friendly. I showed up on 5/17/14 with my husband, daughter and dog. I went in alone to check in. after getting information, I ask where is the best spot for my dog outside. at that time the lady stated I did not book a pet friendly room. I then asked what she meant and told her the website states they welcome our pets. she looked at the website and agreed it was not clear. already frustrated, I went to tell my husband and my daughter had to use the restroom. I brought my daughter in, and the lady exclaims "Oh my and you have a child" and informs me that the room is a two person room and my two year old daughter would be an extra $20 charge. the room clearly states it can fit three people and my two year old daughter sleeps in my arms and requries NOTHING extra from the hotel. I told them I wanted a refund. they would not give me a full refund and charged me a $30 cancellation fee. I am very upset. I did not stay the night due to their false advertising and I am stuck paying a $30 fee for no reason. they made me feel stupid, and we were forced to drive home three hours, causing my daughter to get sick in our car.Desired Settlement: I would like my $30 back and for them to fix their advertising.

Business

Response:

I would like to take the opportunity to respond to the complaint submitted on 5/19/2014.

The guest chose a “non-pet friendly” room and selected that they only had 2 people when making the reservation. When they arrived, they arrived with a dog and 3 people. Our website clearly states on the first page that we have “select pet friendly rooms” and on the rooms selection page there is a very clear option at the top of the page that says “pet friendly – yes or no”. If you choose yes, then only the pet friendly rooms will appear as an option.

Yes, room 5 does show that there is a max of 3 people, but this guest only selected 2 guests during the check out process. Had she selected the correct number of people she was traveling with, 3, then at the time of checkout it would have added $20 for the extra person.

When they arrived, we did decide to make the decision to make an exception and allow them to stay in the non pet friendly room for only $20 (our standard pet cleaning fee), even though we would have had to spend hours deep cleaning the room to ensure no residual dander for future guests (as we make a commitment to our guests that our non pet friendly rooms have not had pets in it due to potential for allergies.

Even after making this exception, the guest chose to not stay and we did refund their money, less our $30 cancellation fee. The guest sent me an email directly yesterday and we have already refunded her $30.

We pride ourselves on our service level (as you can see from excellent Trip Advisor and Yelp reviews) and feel unfortunate that this guest did not have a positive experience.

Please let me know if you have any additional questions or need additional information.

Thank you, [redacted], owner

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

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Description: Hotels

Address: 18736 Main St, Groveland, California, United States, 95321

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