La Quinta Inn & Suites by Wyndham Panama City Beach Reviews (%countItem)
La Quinta Inn & Suites by Wyndham Panama City Beach Rating
Address: 7115 Coastal Palms Blvd., Panama City Beach, Florida, United States, 32408
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I reserved 7 hotel rooms for 5 nights each. I have the confirmation receipts however, upon checkout they charged me for an additional room. An overage of $1,093.12 was charged to my card on the day we checked out. I had already paid for all 7 rooms in full on the first day of the sale.
I have tried to contact the general manager, Cindy ***, and she keeps responding that the credit was already done, however when I call the credit card company they cannot see the credit and it has not posted. I have continued to try and contact Cindy, however she has stopped responding.
Billing Adjustment A refund of the $1,093.12 that was charged to my card in error
On 7/27 at 8:46 pm, Mrs. contacted the property via email and stating that she had been overcharged $1093.12. On 7/28 at 8:20 am, upon reading her email I responded back apologizing to her and I advised her that I would take a look at the situation by calling merchant services to see if there was a Mischarge that could be reversed out. On 7/29 after review and going over her account charges with merchant services, it was determined that Mrs. was only given a partial refund on 7/26 in the amount of $390.88 and was still owed $702.24. On 7/29 I issued a credit back to Mrs. in the amount of $702.24 to equal the $1093.12 that was in question and advised that she please allow 5 business days for the credit to reflect on the account. Mrs. Baum responded back that she had spoken to her card company and they did not show a partial credit of $390.88. I responded back to Mrs. explaining that since the refund was done on Friday 7/26, with it being the weekend, it probably wouldn't show up until Thursday. I advised Mrs. that if she didn't receive the credit by then to please let me know and I would contact the bank to try and expedite it for her.
On 7/30 at 5:30 pm Mrs. emailed me stating that she spoke to the card company and they only posted one credit of $390.88 and no other credit given, and she still shows a charge of $1093.12. On 7/31 at 9:30 am I wrote Mrs. and asked that she please provide me with the best number to call her because I needed to verify some information. (The information I needed to verify with Mrs. was the disputed amount of $1093.12. In which, $390.88 had already been refunded to the card and an additional $702.24 was in the process of being returned to equal the full disputed amount. Or was there a secondary charge of the same amount that was reflecting on her account as a possible authorization pending that we were not seeing? It was also to verify the banking or credit card company name and phone number so that we could call and verify any charges were reflecting on the account to see if we could determine and further discrepancies or ask them to release any authorization that may still be pending or to help expedite any refunds that hadn't been posted).
When Mrs. didn't responded to my first email within the first 3 hours, I emailed her back again at 12:15pm on 7/31 to state that I was touching base with her again and wanting to resolve her issue by possibly calling the banking or credit card company to see where we were at on credits and charges so that I could help her get this straightened out. I didn't receive a response from her. However I did receive an email from the Revdex.com at 12:32 pm on 7/31.
I would like to continue to try and resolve this matter for Mrs. and if given the opportunity as stated above, I could contact her bank or credit card company to help resolve the issue.
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the hotel late in the afternoon on 7/27/19 as that is when I got home and had access to a computer. I spoke with whomever answered the phone about the issue and was told that the manager was unavailable until Monday. She put me on hold multiple times and after several requests, she sent me emails for each of my rooms. She sent me 8 separate emails for 8 different room numbers when I only reserved 7 rooms and we were all on the 2nd floor so the invoice for the room on the 3rd floor was clearly done in error.
The first email that I received from Cindy (not from the person at the front desk that told me she could not do anything to reverse any charges) was 7/29/19 @ 2:56pm and it had a receipt for the $702.24 credit. However, on As of 7/31/19, the credit had yet to show up on my credit card statement and when I called my card company to inquire about pending transactions/credits. I was told that nothing was pending on my account. IN fact, charges that I had made days after had already posted but the credits had yet to show up.
I do agree that *** emailed me twice on 7/31/19, however I do have a full time job and don't have time to check my personal email throughout the day. I noticed the emails when I got home that night and when I tried to call I was told that she would not be back in until the following day. I again apologize that I did not have time until now to contact her but in checking my email before calling so I could get her number, I saw this and decided to respond. I reserved all the rooms in advance and all of my correct contact information was listed but again, I have a full time job during the week.
Because I am convinced the error charges happened upon checkout when I was asked to provide my credit card info again, I am very hesitant to give her my info again in fear more charges will appear and I will need to deal with them. Twice, the hotel scanned my credit card, once the first day when all seven of the rooms were charged to my account in full and then again at checkout when the mysterious $1093.12 charge came into play. So, my giving the hotel that already charged me in error multiple times. (I also had a charge of $464.14 on my card and that number did not match anything on any of the invoice/receipts that I had been given so that was another mystery...thankfully that was refunded as well.
Cindy has my credit card number and all I am asking for is the credit that I am due. As soon as those come through, I will gladly be satisfied. However, anything short of the refund that I am due from being overcharged, I will continue my complaint. If the credit was not done until Monday (due to the weekend) and my credit card company is still not showing it, her merchant account must be very, very slowly processing and hopefully in 5 business days it will be resolved, however until that happens...my stance will not change.
I am still waiting for the credit/refund due to my card being overcharged. I have spoken with my credit card company multiple times and each time I am told nothing is pending so until it shows up, her calling will not do anything to speed up the process and I am not comfortable giving a complete stranger, that overcharged me more than $1k access to my personal credit card and to speak with them on my behalf.
I am still waiting for the credit as of right now and I will continue to wait the 5 business days, from Monday (the first day after the weekend when the credit should have been processed by) and then will take further action. Outside of that, emailing back and forth will be a waste of everyone's time.