TownePlace Suites Wilmington Newark/Christiana

This guest checked in and signed for her to stayShe left the hotel to go get lunchCheck in is at 3pmShe got here at 12:pmWe swiped her credit card and she signed the reg .cardUpon returning all she would have to do is go to the roomShe asked for a call when the room was readyThe front desk manager called her and left a message on the phone number she gaveWe had two employees that were both males and they were there at check inThe guest states she called the hotel direct and talked to a femaleThat day there were only two malesShe must have called central reservations to cancelI do believe that she failed to let the reservation agent know that she was already checked in; at that point they would have called the property to ask us to back her outShe originally was booked for four nightsWe have refunded three nightsThis has gone to Marriott's customer serviceWe do have a physical swipe of her credit card and her signature showing she was checked inthe one night room rate will standWe never received notification of her cancelling since she was already checked inwe have responded to all emails and calls

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
As stated in my complaint, we started the cheprocess They stated to save time we could START the cheprocess so when we returned completing the cheprocess would go faster The cheprocess is not complete until you receive a key and are in the room When I called what must have been the central reservation number (I assumed I was talking to the hotel since I called the hotel number directly), I did tell the person I was speaking to that we had been at the hotel I received a cancellation number from TownPlaceSuites ReservationsI have attached a scanned copy of the email I received cancelling my reservations What would you think if you received a cancellation number? Wouldn't you think that your reservations were cancelled? I did this all in good faith We stayed at another hotel in the area for the same nights Why would I check into another hotel if I thought I was checked into this hotel? Also, why didn't they get a copy of the cancellation right away as I did in an email message He stated we were there at 12:40pm If you look at the email message it is dated 10/at 1:05PM - just minutes later What about the fact that we never came back and picked up a key? I want a complete refund I will not accept being charged for the one night

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
This complaint (10288238) has been resolved. I contacted the Marriott corporate office and the corporate office resolved the issue
Regards

This guest checked in and signed for her to stay. She left the hotel to go get lunch. Check in is at 3pm. She got here at 12:40 pm. We swiped her credit card and she signed the reg .card. Upon returning all she would have to do is go to the room. She asked for a call when the room was ready. The...

front desk manager called her and left a message on the phone number she gave. We had two employees that were both males and they were there at check in. The guest states she called the hotel direct and talked to a female. That day there were only two males. She must have called central reservations to cancel. I do believe that she failed to let the reservation agent know that she was already checked in; at that  point they would have called the property to ask us to back her out. She originally was booked for four nights. We have refunded three nights. This has gone to Marriott's customer service. We do have a physical swipe of her credit card and her signature showing she was checked in. the one night room rate will stand. We never received notification of her cancelling since she was already checked in. we have responded to all emails and calls

Review: I made a reservation for this hotel to stay Oct 15 -19, 2014. Upon arriving at the hotel on Oct 15, there were no rooms available. I was told to come back in hour and there would be a room available then. Before we left, it was suggested that we START the check-in process. They swiped my credit card and had me sign a form. While we were out (during that hour), we made the decision to cancel our reservations. I cancelled this reservation within 30 - 40 minutes after arriving at the hotel. I called the hotel directly and cancelled my reservations. I received a cancellation number from the clerk and received an email immediately. We stayed at another hotel in the area. A week later I checked my credit card and found the hotel had charged me for the stay. I called them to ask why since I had an email with a cancellation number. Somehow this cancellation number has been lost in their system. I was told because I started the check-in process, I was obligated to pay the bill. I told them I couldn't understand this since I was holding an email with a cancellation number that came from their system. And since we did not receive a key, my assumption was that were not fully checked in. They told me they would investigate. After a week's time, I received an email telling me that they would only charge me for 1 night. This is unacceptable. I believed the room was cancelled since I was holding an email message that clearly states the original reservation number along with the cancellation number.Desired Settlement: I want them to remove the 1 night's room charge from my credit card.

Business

Response:

This guest checked in and signed for her to stay. She left the hotel to go get lunch. Check in is at 3pm. She got here at 12:40 pm. We swiped her credit card and she signed the reg .card. Upon returning all she would have to do is go to the room. She asked for a call when the room was ready. The front desk manager called her and left a message on the phone number she gave. We had two employees that were both males and they were there at check in. The guest states she called the hotel direct and talked to a female. That day there were only two males. She must have called central reservations to cancel. I do believe that she failed to let the reservation agent know that she was already checked in; at that point they would have called the property to ask us to back her out. She originally was booked for four nights. We have refunded three nights. This has gone to Marriott's customer service. We do have a physical swipe of her credit card and her signature showing she was checked in. the one night room rate will stand. We never received notification of her cancelling since she was already checked in. we have responded to all emails and calls