Inn At Cross Keys Station

I apologize for the inconvenience of your stay We always try to uphold the highest standards at all of our properties and the Inn is no exception Based on the statement given by the customer, is sounds like the customer was using a debit card and misinterpreted an authorization on the card for a charge This is why the customer stated they were charged $when the charge was actually $ The front desk did try to explain to the customer before the card was entered into the computer the difference between a debit card and a credit card We do our best to inform guests of the differences including utilizing a sign to clearly state that a debit card with be authorized for more than the cost of the actual room and tax to take into consideration incidentals that might be accrued during the stay The guest proceeded to check in to their room and utilize the bathroom and bedroom during their time at the hotel The guest was extremely angry with the front desk and made the decision at that point that they no longer wanted to stay at the hotel We told them they would be charged for the room as the room is now dirty and we would have to bring in a housekeeper to clean the room if they chose to leave The customer requested to speak with the Manager as they wanted their money refunded The Manager informed the customer that we would be willing to refund the cash they gave us but because the room was in no condition to re-sell unless cleaned, that they would be charged The customer chose to leave The customer was never double charged for the room

Here is my replyI was Double charge for the room charge for the room as I stated in my previous complaint letter. The Front desk person, Richard, hung up on my husband 5 times when he called to discuss the matter. Customer service did not come into play at any point during this interaction. The person on the phone with me, who stated he was the manager was very rude and smug. He stated and I quote, "This is not my problem." He stated several times that I did not want to hear about the debit card situation. This in fact was not true. I told Richard the front desk person I was tired and could he please explain it to me before I checked in. He told me that the room would be $138.50. I gave him $100 bill in cash. I authorized him to charge $38.50 only on my card. I went to the room and looked at my phone to discover that I had been charge $138.50 on my debit card as well as the hundred dollars in cash I paid moments before. I did not stay in the room more than 20 minutes. Most of that 20 minutes was spent downstairs trying to get a hold of the manager on the telephone to no avail. I told Richard at the front desk person, I would go back to my room and collect my things and be back to talk to the manager and get a refund. This is the worst customer service experience I have ever encountered. I will never stay there again and I will tell every person I ever come in contact with to stay away. Their response is proof to me that they are liars and do not care a thing about telling the truth in such matters.I have made complaints on trip advisor as well as for other sites. I stand by my original statement as being true. Their response was a complete lie.

I apologize for the inconvenience of your stay.  We always try to uphold the highest standards at all of our properties and the Inn is no exception.  Based on the statement given by the customer, is sounds like the customer was using a debit card and misinterpreted an authorization on the...

card for a charge.  This is why the customer stated they were charged $238.50 when the charge was actually $138.50.  The front desk did try to explain to the customer before the card was entered into the computer the difference between a debit card and a credit card.  We do our best to inform guests of the differences including utilizing a sign to clearly state that a debit card with be authorized for more than the cost of the actual room and tax to take into consideration incidentals that might be accrued during the stay.  The guest proceeded to check in to their room and utilize the bathroom and bedroom during their time at the hotel.  The guest was extremely angry with the front desk and made the decision at that point that they no longer wanted to stay at the hotel.  We told them they would be charged for the room as the room is now dirty and we would have to bring in a housekeeper to clean the room if they chose to leave.  The customer requested to speak with the Manager as they wanted their money refunded.  The Manager informed the customer that we would be willing to refund the cash they gave us but because the room was in no condition to re-sell unless cleaned, that they would be charged.  The customer chose to leave.  The customer was never double charged for the room.