Sleep Inn of Henderson

The Hotel kept my debit card information from my last stay back on 03/22-03/23 and charged me for a room that was cancelled for 05/24/14 I called inMy reservation was for check in on 05/24-05/26/14 however after realizing my husband had to work I called the hotel on 05/22/2014 the 48 hour notice required to cancel. I was NEVER issued a cancellation number as the original reservation was made with [redacted] hotel desk clerk in early May 2014 and the room was reserved using my name and phone number NOT MY DEBIT CARD!! When I phoned in on 05/22/14 to cancel I asked if I needed a cancellation number and was told no since no credit card was used to reserve the room. It appears according to [redacted] that the normal desk clerks were out due to a death in the family and one being ill which led to another individual filling in at the front desk so IT APPEARS THAT the stand in desk clerk NEVER CANCELLED my room which popped up as a NO SHOW in their computer so the hotel helped them self to my debit card on file from my last stay back on 03/22-03/23/14 and I'm FURIOUS The hotel was not willing refund the charge due to their error and as I've been a faithful frequent guest at this hotel for the last three years I find this disturbing and UNACCEPTABLE!!!!! VERY DISAPPOINTING I was once accused and charged for smoking in a non smoking room at this same hotel and I don't even smoke!!! Desired SettlementA free weekend with the date of my choice!!!!Business Response Contact Name and Title: [redacted], GEN. MANAGERContact Phone: XXX-XXX-XXXXContact Email: [redacted].comThank you very much for contacting us and try to resolve the customer complaint.Please be informed that the customer made reservation on 05-14-2014 for two nights arriving on 05-24-2014 and departing on 05-26-2014. It was Memorial Day weekend and we were sold out.It is a hotel policy and the industry policy to cancel the reservation before 48 hours of the arrival date specially on the Holiday weekend. As per our records customer did not call in and cancel the reservation so as per the policy we were forced to charge only for the first night. We lost revenue for that room for the first day. At the time of reservation the customer had provided the credit card information to secure the reservation. As per our records the customer has stayed only once in last 18 months.We can not honor the request of a customer for a FREE weekend. Any way just to please the customer we would give 10% discount of the best available rate of her next stay. This discount is not valid on Holidays and special events.Sincerely:[redacted]General ManagerConsumer Response I appreciate Mr.[redacted]'s response however he is mistaken as I've stayed atleast 3 different times within the last 16 months at this hotel so that is a LIE Secondly his employee [redacted] told me that the computer pulled my info from my stay on 03/22-03/23/2014. My card was NEVER given on 05/14/2014 Final Business Response Dear Valued Customer:Thank you for selecting Sleep Inn of Henderson, NC for your lodging needs in the past. We truly appreciate your business.According to our hotel records the details of your stay are as follow.1. This is in reference to our account # XXXXXXXXX. You made a reservation on 05-14-2014 for the arrival date of 05-24-2014. Did not cancel the reservation before arrival date so it was a no SHOW so as per the hotel and industry policy you were charged for the first night. It was a Holiday weekend (Memorial Day) and we were sold out. If you had cancelled the reservation on time we would have sold that room to other valued guests and would have not lost the revenue.It is a fair business practice adopted by all hotels. 2. This is reference to our account # XXXXXXXXX. You stayed on 03-22-204 for one night and you were charged for one night.3. This is in reference to our account # XXXXXXXXX. You made reservation on 05-30-2013 for the arrival date of 06-01-2013 and departing on 06-02-2013. You cancelled it on 05-31-2013 and we did not charge you for your cancellation.If you have receipts or any written documents showing that our records are in accurate please provide it to us and we would be more than happy to correct our records.As a courtesy to our guests we will be more than happy to provide you a 10% discount on our best available rate. This discount is not valid on Holidays and special events.Thanks for your cooperation.