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Oheka Castle

135 W Gate Drive, Huntington, New York, United States, 11743-6052

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Oheka Castle Reviews (%countItem)

My inlaws booked a night there for our family after a wedding in August of 2018. When we went to check in we gave them our credit card for incidentals only is what we agreed. They ended up billing us the next day for 3 hotel rooms to our credit card. One room was immediately corrected at check out. While the 2nd room took 1 month to be refunded. While the 3rd room has been an ongoing battle with them saying that refunded my *** mastercard $329.29 back in September twice with the credit card ending in ***,, but *** is only showing 1 refund. I have been calling *** weekly to biweekly. *** has closed out my dispute twice in error after I have sent all the documentation showing even the credit card statement where American Express was billed for 3 rooms. Oheka management is double billing.

Oheka Castle Response • Nov 27, 2018

We are in agreement there was some confusion at the time *** and her family checked out of the 3 rooms booked for stay on August , 2018. The confusion arose from the fact that one family member was paying for the rooms of the other. However, as per our records, the *** in question was only charged two times, as well as refunded two times. The *** was charged for rooms 309 and 310 on August , 2018, then subsequently refunded on September *, 2018 for room 309 and September , 2018 for room 310, and recharged to American Express card. We show no charge at all to her credit card for room 311. Upon check in for room 311, there was an authorization run on the card that was given in the amount of $429.29 (room charge plus $100 hold for incidentals). That is standard procedure for our hotel and guests are made aware of that at check in. However, once the room checks out, the authorization is released on our end. Room 311 was paid for by an American Express card. We have asked *** to provide us with some record of a third charge so that we could investigate on our end, but we have yet to see any proof, therefore we cannot refund something we don't show being charged. *** is correct that she had disputed the charges, but we do not believe *** closed out the disputes in error, as we provided proof that the charges were legitimate.

Customer Response • Nov 27, 2018

I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Second Refund for billing error was never released to ***. All information was sent to *** and they confirmed they never received the 2nd refund in the middle of september per Regina in *** Billing Dispute Manager. These are all the transactions with Oheka from mid August to November.

In order for the to appropriately process your response, you MUST answer the question above.


Oheka Castle Response • Dec 04, 2018

In speaking directly with ***, we were able to resolve the issue of the outstanding refund, which was processed on our end, but did not reflect on her Credit card statement.

Customer Response • Dec 04, 2018

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me and the matter has been resolved.


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Address: 135 W Gate Drive, Huntington, New York, United States, 11743-6052


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+1 (631) 592-5991


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