Linden Row Inn

Review: On Jan 29, 2015, I purchased a (2) night stay at the Linden Row Inn for Valentine's Day weekend via [redacted] online and received a confirmation email with a confirmation number. We checked into the Inn on Friday, Feb 12th where the receptionist made a copy of my driver's license and ran my credit card for (2) nights.

At 1:00AM in the morning, the Assistance GM, [redacted], of the Inn starting banging on our door and then calling us on the room phone telling us that another lady with the same last name was in the lobby and accused of us "registering under false pretenses" and that we would have to get out immediately. He even went so far as to put his foot in the door to block me from closing the door. I showed him my printed confirmation sheet, but he said that the reservation had been cancelled.

The next morning we were rudely told that we would need to vacate the room by 11am checkout or he would call the police on us. No accommodations were made, no apologies were made, and no help in finding another room in town were offered.

On our own, we were able to find another hotel room in town and left, but not before we were told that we were going to be charged a room rate for Friday night HIIGHER than our confirmation stated.

I am a 30 year corporate traveller and never in my life have I been treated so rudely and received such horrible service for a mistake that the hotel made; not me! We've shared our experience with LOTS of people this past weekend and everyone is horrified at the treatment we received.Desired Settlement: I am requesting a FULL refund for any and ALL charges made to my credit card for the Feb 12th night and an apology from the General Manager and owner of the Inn.

Business

Response:

Thank you for bringing this to our attention. Our General Manager [redacted] spoke with Ms [redacted] on Monday February 15, explained what happened from the hotel's side, apologized to her about this incident and refunded her [redacted] (ending in [redacted]) for all charges. The short story is that her original reservation with us (for 2 nights arriving on Feb 12) was canceled on January 30. Not realizing that [redacted] reservation was canceled, when she arrived at the hotel on February 12, our Front Desk checked her into a room that was booked by another guest with the same last name ([redacted]). When [redacted] arrived on property, she demanded to be given the unique suite which she had booked with us (Fleming James Parlour Suite- Room 218). The hotel was sold out and our staff made some bad judgment calls on how to handle the situation. Needless to say, we have taken the appropriate disciplinary action with the team members involved in the situation as we would never ever want to move a guest out of their room at 1AM, especially in the manner described by Ms. [redacted]. We are terribly apologetic for Ms [redacted] stay and request that the Revdex.com close this case. Evidence of our refund to Ms. [redacted] credit card is attached (as you will see, the folio is in the name of [redacted] but the credit card number is that of [redacted]).

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,