Thames Harbour Inn & Marina

Review: On Valentine's night I stayed at their hotel. The normal price is 79$ but for the holiday they bumped it up to 300$ so I was expecting the best. As soon as we walked into our room we noticed hair all over the beds, gross dirty bed skirts, others clothes from prior visits in the dresser, the sink knob broken, the phone didn't work, and to top it all off the toilet didn't work! We called the front desk with our cell phone for someone to come fix it. He came and said he would be right back with a new phone but we never saw him again. One of the reasons we chose this hotel was because of the shuttle service to [redacted]. When it was time to go to the casino everything went smooth until it was time to return home. We called our driver at 2:15 am to pick us up but apparently she got stuck in the snow and we didn't walk into our room until 4:05 am. That is ridiculous that there is only one shuttle working... It Ruined my entire night sitting around waiting for hours to leave.When I went to get the owners information at the front desk not one person could help me get it touch saying they cant give out his information. What a shock, I also can't get in contact with anyone from the website. After calling a couple more times I finally got the owners email but he keeps ignoring them and I haven't heard any answers back.Desired Settlement: I want my 300$ refund for all of these inexcusable situations. It was quite clear no one had cleaned or checked our room and the only reason we stayed here was for the shuttle which did not even work in our favor.

Review: I made two separate reservations at this motel last August for a full weekend with two rooms.However, when I checked in, only one reservation was found, although I had two reservation numbers. Rather than pay the online booking company to relocate me and my family, Cedar Park sent us to the nearest hotel down the street. Since I had already checked in with my credit card, I asked for a refund. They said, I would not have to pay at the hotel down the street instead of refunding me.When I arrived at the second hotel, I did have to pay. I spent 3 hours on the phone between the booking company and Cedar Park, trying to get a relocation hotel and/or a refund for the $226.32 they still owed me back since they did not have both rooms for my family. They insisted that the charge would be dropped. When I received the charge on my credit card statement, I began the dispute. Cedar Park gave this made up story that I simply had checked in then found another hotel I liked better. So they felt I owed them the money for the night. This did not happen. I gave them back the keys five mins after checking in when they told me they didn't have the second room. They told me to go to the next hotel....this was not my idea. Later they lied to the credit card company about the entire incident never admitting they did not have the second reservation nor that they had sent me away from the hotel.Desired Settlement: $226.32

Review: First off I was like to advise people to not book with c[redacted] inn and whirlpool suites in CT. My fiance and I booked a room with them on monday the told us if any questions or cancellations to be done by wednesday. 72 hours in advance, we called on wednesday at 11:15 to cancel our saturday reservations just to find out that they already charged our card $217.00 when we were suppose to pay when we got there. The person Kenny who answered the phone was extreamly rude and highly unprofessional hanging up on my fiance numerous times and to top it all off was unauthorized to be behind the desk answering phone calls nevermind processing payments.Spoke with the manager/own [redacted] who also was extreamly rude and unprofessional and hung up on me then directed me to[redacted] when all I was trying to do was cancel and get refunded my money.Upon arrival they couldn't find my reservation and the room conditions where horrible my sheets where stained and the bathroom had mold on the shower curtain the towels had hair on it and the trash was full, I proceeded to call the front desk to have housekeeping come and clean and was told they had no house keeper she called out sick the asked for a different room and was told no.my belongings where tampered with while I was gone, good thing I took my valuables. My fiance and I are extreamly disgusted and annoyed with the way we were handled and would want to be conpensated for time and arrivation.

Product_Or_Service: hotel reservation

Desired Settlement: DesiredSettlementID: Refund

would want to be compensated the amout of the room

Review: This letter is written to explain the series of events that transpired to result in my complaint and chargeback request.

On the Evening of Sept. 6, 2014 (Saturday) at approximately 10:30 PM, I called [redacted] for a reservation of a non-smoking, double bed room which I was told was available for around $199.00 per night. The arrangements were made with the unit clerk whose name is not recalled at this time. Upon my arrival there, I was given a room that was a smoking, single king suite which was not agreed upon. Immediately, I went back to the main office to request a refund. The unit clerk informed me that she could not issue me a refund because of policy for non-refunds. I explained that I was not informed of any policies regarding refunds. She told me that I needed to speak with [redacted], the owner who was out for a few days. An offer for another room was offered but my traveling guest and I were annoyed and decided to leave and stay at a neighboring [redacted].

Sept. 8, 2014 (Monday) I called back to [redacted] and asked for [redacted]. I spoke with another representative who told me that the owner had not returned. This second person expressed her knowledge about by visit over the weekend and asked why I did not stay and asked why I was being very difficult. Again, I verbalized by dissatisfaction with the accommodations and with the lack of cooperation I was experiencing. She told me that [redacted] would be informed to return my call.

Sept. 11, 2014 (Thursday) [redacted] called and discussed what occurred. She expressed her regrets but told me that a refund could not be issued but credit would be given and I was welcome to come and stay in the future. I told her that I was there for a convention which was not a regular visit. Still no other consideration was made. I then stated that I informed by credit card services about the matter. [redacted] said that we will see what happens and again she mentioned that her offer would still stand.

I am disputing this charge transaction for several reasons:

1)The room I reserved was not presented when I arrived (non-smoking double)

2)The non-refund policy was not discussed previously

3)I did not stay at the location

Thank you in advance for assisting to bring resolution to this matter.Desired Settlement: In this instance, I feel that a full refund is fairly due.

Review: My husband and I arrived at the Thames Inn. Upon arrival to the office, I found all rooms of the office open including areas where personal information was kept. There were no staff members around and anyone that walked in could easily access this information. Additionally, there was an open book on the front desk with guest's personal information in it that was accessible to anyone that walked into the office. This area was unattended by staff for at least 5 minutes before someone came in to assist us. The employee at the front desk informed me that he would be making a copy of my license and credit card. At this point, I specifically asked when my credit card would be bill (either now or at the end of the stay). He reported at the end of the stay. When he came back from making the copy, he brought out credit card with a bill, and he had actually billed my card without consent. He then showed us 2 rooms, both of which were dirty. Based on the fact that the employee billed my card without notifying me, the public access to personal information in the lobby of the hotel, the exterior of the facility, and the state of the hotel rooms, my husband and I decided not to stay. Because our credit card had already been billed, we needed to speak to the manager about refunding the credit card since we were not staying as well as following up with what would be done with the copies of my drivers license and credit card as that information was not kept in a safe & secure place. The manager initially would not return any call but did send a text message that my credit card would be refunded partially. He did eventually return my call after I left 2 messages (one in the early afternoon and one in the early evening). However, he hung up on me 2 times and threatened to sue me if I reported this situation to anyone. He also told me that he would not talk to me, but only to my husband. To me this felt very sexist and discriminatory.Desired Settlement: I would like my credit card fully refunded. Additionally, I would like verification that all of my personal information (including all copies and/or written information) has been shredded.

Review: Update to the complaint. I was treated for bed bugs today following this weekends stay and that's why I am requesting your assistance. I wanted to treat my mom who recently broke her foot to a weekend of bingo and a nice hotel stay for the night. I have stayed at your facility before and I have other least than favorable visits in the past ( When you had the lady bug out break, security locks issues so no keys, etc) but this one has been the worst stay I've ever had anywhere and I am shocked by it. let's began with the research that was put into booking this weekend trip. The hours and phone calls to confirm everything that was advertised on your website. When we've stayed before we were told there is a shuttle on Friday and Saturday nights that runs until 3 am in beginning at 4 pm. We are avid bingo players who come from [redacted] and we do not like to make the 2 hour drive if we don't have too. I booked bus tickets to [redacted] and early am bingo which lets out at 3:30 pm . I called the hotel at 3 pm to find out where to pick up the shuttle at 4 pm. I was told by the staff person that "there is no shuttle". I asked why because I only called 4 times before leaving my state to make sure before making travel arrangements to the casino. The staff member placed me on a hold and said she would check to see if there was someone able to pick us up. I ended up getting a ride from a hostess liaison at the casino ( This cost me 50 reward points = 100 dollars) to check in. When I stated my name to the front desk attendant an older heavier women with short dark hair said to me rudely " Why did you think someone was going to pick you up?"No hello, no I'm sorry for your inconvenience, just attitude like I made a mistake. I told her that every staff person I spoke to told me there was a shuttle. She continued to tell me I was misinformed and that they didn't offer shuttle service. As I went to leave the office I noticed the shuttle policy that everyone told me about taped to the desk. I pointed the postiDesired Settlement: Refund, apology, remove the shuttle from your website. Treat the bed bug situation. A deep cleaning and staff retraining.