Sumner Hotel

I would like to inform that according to our hotel policy it is clearly mention in the policy that guest will be charged by the time of check inWe have already reviewed with our front desk that the guest was informed right away at check in that her reservation is charged and when she checked out she did not have any kind of conversation regarding her payment and receiptWe are providing receipt to the every guest

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , due to time constraints I cannot accept the relocation they suggested as I already went ahead and booked a room with borrowed money closer to the location I need to be in, I am still awaiting the refund in my account but I am considering this resolved as the hotel, finally sent me a acknowledged their error, and I was able to confirm through your service that they are a real hotel , which was my fear when they wouldnt answer the phone or respond to my first messages Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I expressed my concerns to the young lady at the front deskI was not aware my card was being charged I thought I was signing into the hotel onlyWhen asked if my card was just to hold the room & I will be charged at checkout I was told yesThat explains the reason then why the young man didn't give me a receiptNo one should have to ask for a receipt when you are being charged that doesn't make senseThat was very misleading In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] : This is a reply to the complain ID [redacted] from our business Sumner Hotel[redacted] *walked into the hotel on the 09/***around2:PM and booked a Non-Smoking Double Bed room for nightsThe Front Deskemployee very clearly stated that the reservation is being made and asked forthe guest’s credit card to be charged and her valid government IDThe guest infull knowledge provided her credit cardThe front desk mentioned to the guestvery clearly that the reservation is ‘non-refundable’ and ‘no changes orcancellation can be made once the reservation is bookedAlso no refund will beprovided in case of no-show.’ The guestagreed to these terms and signed the reservation formAlso, she signed thecredit card authorization form, authorizing the payment for the room which isprovided at the time of making a wareservation(Registration form andCredit card copies are provided to you with this email.) The room was booked and [redacted] was provided with areceipt of the reservation paper confirming her reservation which is part ofthe procedureThe receipt provided to the guest before their stay beginsstates the clause about the non-refundable reservation which was handed to theguestA copy of the same is attached in this responseThe hotel held the roomfor [redacted] starting at the time of check-inLater in the day she calledto cancel the reservation but the front desk employee who was same as the onewho booked the room for [redacted] informed her that the reservation wasnon-refundable and she cannot cancel itFollowing this the hotel kept the roomuntil the check out time next morning as she had a valid reservation and shehad paid for the roomAs claimed by [redacted] that she was signing for thealready checked in room she stayed the previous night, the hotel recordsclearly states that she never stayed with us the previous nightShe stayed atthe hotel from Sept [redacted] to Sept ***The booking wasmade from [redacted] and as the policy states we charge each room before checkin and same was done with [redacted] ’s previous reservation and she wasalready charged for the same on Sept ***She had agreed to theprevious payment and had signed for the same and a copy of her previous paymentreceipt is attached in this mailSo her claim of she misunderstanding that thecharge was for her previous stay does not hold true as that transaction was completedwhen [redacted] left the hotel on Sept *** Thanks,Sumner Hotel Management

Dear *** ***: This is a reply to the complain ID *** from our business Sumner Hotel.*** *** *walked into the hotel on the 09/***around2:PM and booked a Non-Smoking Double Bed room for nightsThe Front Deskemployee very clearly stated that the reservation is
being made and asked forthe guest’s credit card to be charged and her valid government IDThe guest infull knowledge provided her credit cardThe front desk mentioned to the guestvery clearly that the reservation is ‘non-refundable’ and ‘no changes orcancellation can be made once the reservation is bookedAlso no refund will beprovided in case of no-show.’ The guestagreed to these terms and signed the reservation formAlso, she signed thecredit card authorization form, authorizing the payment for the room which isprovided at the time of making a wareservation(Registration form andCredit card copies are provided to you with this email.) The room was booked and *** *** was provided with areceipt of the reservation paper confirming her reservation which is part ofthe procedureThe receipt provided to the guest before their stay beginsstates the clause about the non-refundable reservation which was handed to theguestA copy of the same is attached in this responseThe hotel held the roomfor *** *** starting at the time of check-inLater in the day she calledto cancel the reservation but the front desk employee who was same as the onewho booked the room for *** *** informed her that the reservation wasnon-refundable and she cannot cancel itFollowing this the hotel kept the roomuntil the check out time next morning as she had a valid reservation and shehad paid for the roomAs claimed by *** *** that she was signing for thealready checked in room she stayed the previous night, the hotel recordsclearly states that she never stayed with us the previous nightShe stayed atthe hotel from Sept *** to Sept ***The booking wasmade from *** and as the policy states we charge each room before checkin and same was done with *** ***’s previous reservation and she wasalready charged for the same on Sept ***She had agreed to theprevious payment and had signed for the same and a copy of her previous paymentreceipt is attached in this mailSo her claim of she misunderstanding that thecharge was for her previous stay does not hold true as that transaction was completedwhen *** *** left the hotel on Sept *** Thanks,Sumner Hotel Management

Hi, The guest made a booking through our website which states reservations will be charged on the day of check inUpon check in he signed the registration which states which card he signing forA copy of registration form will be attachedFor receipt he never asked for oneIf the guest
wants he can contact the hotel and we can send him an electronic copy of receiptIt will also be attachedFor the last point the guest checked in at 1:pm and checked out next day at 6:amHe did not complain about the cleanliness or requested to change the roomWe have checked the room and there is no sign of mold on the bathroom wallWe check all twice after being cleaned and before renting the room to the guests

I wrote a full message and emailed it to the supposed manager who I was told was named Minal P*** ,by an employee that answered,I explained my need for clarification an d how unacceptible it was to charge me for a room , cancel my reservation days beore checking in
and not reimburse me or rebook me elsewhere, beore I arrive to ny with no room to sleep in , nor the funds to acquire one., That letter was never responmded to nor was a phonw call recieved from management adressing the issue, when I called the following day, three times from my work number where I had originally contacted them they didnt answer ,the fourth time I called from my cell phone , and it was picked up on the secong rude by a man who wouldnt spell hi name out for m e when I told him I neede to document who I spoke to, he then tells me hes emailing me a reciept, and Iasked him why that wasnt already done ,and why did they not have the courtesy to even respond to my emailed messageMy bank has not recieved the money yetand I weas never even called to try to solve the problem.___________________________________________________Good afternoon,we are sorry to inform you that we cannot accommodate your reservation due to renovating going on in the hotel ,sorry for the inconvenience A FULL REFUND WAS ISSUED AND SHOULD BE EXPECTED IN 5-BUSINESS DAYS

Dear ***,The refund has been made the same day you were notified of cancellationAlthough we can make arrangements for your accommodation in another hotelHotel details are mentioned below:Holiday Inn Express - Queens, Maspeth*** *** *** *** ** ***.The hotel have agreed to not charge you before check inIf you agree to stay with this hotel please reach us at *** ASAP to reserve a room for you at this hotel

Revdex.com:
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:
Again, I did have a conversation with the front desk clerk regarding this No receipt was ever given until I asked regarding this It is clear you are not trying to resolve the issue Your hotel procedures are not honest and clearly this issue will remain unresolved
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], due to time constraints I cannot accept the relocation they suggested as I already went ahead and booked a room with borrowed money closer to the location I need to be in, I am still awaiting  the refund in my account but I am considering this resolved as the hotel, finally sent me a  acknowledged their error, and I was able to confirm through your service that they are a real hotel , which was my fear when they wouldnt answer the phone or respond to my first messages.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I expressed my concerns to the young lady at the front desk. I was not aware my card was being charged I thought I was signing into the hotel only. When asked if my card was just to hold the room & I will be charged at checkout I was told yes. That explains the reason then why the young man didn't give me a receipt. No one should have to ask for a receipt when you are being charged that doesn't make sense. That was very misleading. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I would
like to inform that according to our hotel policy it is clearly mention in the
policy that guest will be charged by the time of check in. We have already
reviewed with our front desk that the guest was informed right away at check in
that her reservation is charged and when she checked out she did not have any
kind of conversation regarding her payment and receipt. We are providing
receipt to the every guest.

Dear [redacted]: This is a reply to the complain ID [redacted] from our business Sumner Hotel.[redacted]. walked into the hotel on the 09/[redacted]2015 around2:45 PM and booked a Non-Smoking Double Bed room for 2 nights. The Front Deskemployee very...

clearly stated that the reservation is being made and asked forthe guest’s credit card to be charged and her valid government ID. The guest infull knowledge provided her credit card. The front desk mentioned to the guestvery clearly that the reservation is ‘non-refundable’ and ‘no changes orcancellation can be made once the reservation is booked. Also no refund will beprovided in case of no-show.’  The guestagreed to these terms and signed the reservation form. Also, she signed thecredit card authorization form, authorizing the payment for the room which isprovided at the time of making a walk-in reservation. (Registration form andCredit card copies are provided to you with this email.) The room was booked and [redacted] was provided with areceipt of the reservation paper confirming her reservation which is part ofthe procedure. The receipt provided to the guest before their stay beginsstates the clause about the non-refundable reservation which was handed to theguest. A copy of the same is attached in this response. The hotel held the roomfor [redacted] starting at the time of check-in. Later in the day she calledto cancel the reservation but the front desk employee who was same as the onewho booked the room for [redacted] informed her that the reservation wasnon-refundable and she cannot cancel it. Following this the hotel kept the roomuntil the check out time next morning as she had a valid reservation and shehad paid for the room. As claimed by [redacted] that she was signing for thealready checked in room she stayed the previous night, the hotel recordsclearly states that she never stayed with us the previous night. She stayed atthe hotel from Sept [redacted] to Sept [redacted]. The booking wasmade from [redacted] and as the policy states we charge each room before checkin and same was done with [redacted]’s previous reservation and she wasalready charged for the same on Sept [redacted]. She had agreed to theprevious payment and had signed for the same and a copy of her previous paymentreceipt is attached in this mail. So her claim of she misunderstanding that thecharge was for her previous stay does not hold true as that transaction was completedwhen [redacted] left the hotel on Sept [redacted].  Thanks,Sumner Hotel Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 Again, I did have a conversation with the front desk clerk regarding this.  No receipt was ever given until I asked regarding this.  It is clear you are not trying to resolve the issue.  Your hotel procedures are not honest and clearly this issue will remain unresolved.  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I expressed my concerns to the young lady at the front desk. I was not aware my card was being charged I thought I was signing into the hotel only. When asked if my card was just to hold the room & I will be charged at checkout I was told yes. That explains the reason then why the young man didn't give me a receipt. No one should have to ask for a receipt when you are being charged that doesn't make sense. That was very misleading. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: This was my first time staying at this hotel. When I arrived the clerk was behind bullet proof glass. I checked into the hotel and gave my credit card to hold the room. I asked the gentlemen if it would be ok for me to pay with my debit card when I checked out. He stated that was ok. He failed to mention that he actually charged the card and did not give me a receipt. When I entered my room it smelled sour, food (what possibly looked like food) on the wall left from previous guests, tables had circles, shower had mold and was disgusting I could not use the shower. I had no other place to go and had to stay the night. When I checked out early the next day and tried to pay with my debit card the young lady stated the room had been paid with the credit card on file. I asked for my receipt. In all I will NEVER stay at this hotel again. The lack of cleanliness in this hotel is a major health issue. I would like a refund of my money.

Business

Response:

Hi, The guest made a booking through our website which states reservations will be charged on the day of check in. Upon check in he signed the registration which states which card he signing for. A copy of registration form will be attached. For receipt he never asked for one. If the guest wants he can contact the hotel and we can send him an electronic copy of receipt. It will also be attached. For the last point the guest checked in at 1:58 pm and checked out next day at 6:43 am. He did not complain about the cleanliness or requested to change the room. We have checked the room and there is no sign of mold on the bathroom wall. We check all twice after being cleaned and before renting the room to the guests.

Review: I made an inquiry into a reservation at the hotel and never consented to the charge. I was told to sign a reservation form but I was under the impression that I was paying for a previous nights stay. When I told the hotel I did not want the reservation to begin with, they charged my card and refused to cancel the fraudulent charge.Desired Settlement: I demand that this fraudulent charge be refunded.

Business

Response:

Dear [redacted]: This is a reply to the complain ID [redacted] from our business Sumner Hotel.[redacted]. walked into the hotel on the 09/[redacted]2015 around2:45 PM and booked a Non-Smoking Double Bed room for 2 nights. The Front Deskemployee very clearly stated that the reservation is being made and asked forthe guest’s credit card to be charged and her valid government ID. The guest infull knowledge provided her credit card. The front desk mentioned to the guestvery clearly that the reservation is ‘non-refundable’ and ‘no changes orcancellation can be made once the reservation is booked. Also no refund will beprovided in case of no-show.’ The guestagreed to these terms and signed the reservation form. Also, she signed thecredit card authorization form, authorizing the payment for the room which isprovided at the time of making a walk-in reservation. (Registration form andCredit card copies are provided to you with this email.) The room was booked and [redacted] was provided with areceipt of the reservation paper confirming her reservation which is part ofthe procedure. The receipt provided to the guest before their stay beginsstates the clause about the non-refundable reservation which was handed to theguest. A copy of the same is attached in this response. The hotel held the roomfor [redacted] starting at the time of check-in. Later in the day she calledto cancel the reservation but the front desk employee who was same as the onewho booked the room for [redacted] informed her that the reservation wasnon-refundable and she cannot cancel it. Following this the hotel kept the roomuntil the check out time next morning as she had a valid reservation and shehad paid for the room. As claimed by [redacted] that she was signing for thealready checked in room she stayed the previous night, the hotel recordsclearly states that she never stayed with us the previous night. She stayed atthe hotel from Sept [redacted] to Sept [redacted]. The booking wasmade from [redacted] and as the policy states we charge each room before checkin and same was done with [redacted]’s previous reservation and she wasalready charged for the same on Sept [redacted]. She had agreed to theprevious payment and had signed for the same and a copy of her previous paymentreceipt is attached in this mail. So her claim of she misunderstanding that thecharge was for her previous stay does not hold true as that transaction was completedwhen [redacted] left the hotel on Sept [redacted]. Thanks,Sumner Hotel Management