Complaints

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• Initial Complaint

  Date:23/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This hotel charged my bank account without my authorization. This is fraud. Then refused to refund my money, caused me international service fees, verbally assaulted me, as my race and American. Held my money for over a week after the unauthorized charge. Caused me extreme mental stress and exhaustion, destroyed the entire trip to ******.

  Business Response

  Date: 26/09/2024

  Detailed account in attached file

   

  Short note recap:

  Mrs. ******* made two reservations through *********** for a stay from September 14 to September 21, with confirmation numbers ********** and **********. Both bookings were made by the guest, and upon check-in on September 14, they only checked into the first reservation. On September 15, when contacted about the no-show for the second reservation, Mrs. ******* claimed to have canceled a different booking at BaseCamp Resorts, unrelated to their MTN House reservations. Despite her belief that she had not received confirmation for the second booking, we clarified that all communications were managed through ***********. As a goodwill gesture, we made an exception to the agreed upon policies and contacted *********** and arranged a partial refund for the unused nights, explaining that Mrs. ******* would be charged for the first night due to our sold-out status. After an error in the refund amount was rectified by ***********, the correct refund was processed. Throughout this process, we provided extensive assistance to Mrs. ******* and clarified our cancellation policies, made exceptions to the agreed upon policies ultimately resolving the matter in having *********** issue Mrs. ******* for their unused nights.

  Customer Answer

  Date: 27/09/2024

   
  Complaint: 22317206
  
  I am rejecting this response because:  *********** does not have record of two reservations.  I am requesting the booking details and communications between Resort and ***********  Since there is no record with *********** for  
  4367242259.  I checked into and only have reservation 4591957748.   I am requesting detailed communications and invoice for these reservations.  *********** does not have records.

  I am also requesting a full refund including international fees and time monies have been used by the resort.  They claim its ***********.  *********** is waiting on resort to release the funds.  14 days later I still do not have a refund for double and unauthorized charges.

  And, I still do not have records of where I authorized the Resort ti debit my bank account.   Did not authorize this.  I only authorized ***********.

  Sincerely,
  
  ******* *******

  Business Response

  Date: 27/09/2024

  Good afternoon,

  
  We have attached copies for both confirmations from *********** for reservations #********** and reservation #**********. The *********** confirmations clearly confirm that ******* created 2 bookings through *********** on the same dates and times mentioned in our original response. The confirmation emails also states that Mrs. ******* agreed to the terms as listed in the confirmation email "The guest will be charged a prepayment of the total price of the reservation in the 3 days before arrival. Cancellation Policy:The guest can cancel free of charge until 3 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 3 days before arrival."

  
  I would also like to highlight that Mrs. ******* account of events has now changed from her original complaint submitted. In her original complaint Mrs. ******* mentions only receiving confirmations for reservation #**********,however after providing the proof in our response, she has changed to only receiving confirmations for reservations #**********. As quoted by Mrs. ******* "I had No Record of the confirmation number he was providing:**********.The only reservation I have is:**********." and in her response this changes to "Since there is no record with *********** for **********. I checked into and only have reservation **********".

  Best Regards,

  ***** ********

  Customer Answer

  Date: 02/10/2024

  What the resort has attached is their invoice of how they charged the two bookings.  *********** does not have two reservations.  I have spoken with 3 representatives and they all state I only had one reservation.  I have attached the only reservations on my account.  
  

  I am requesting a copy of where I authorized the resort to take the second booking.  The card they used was directly from my *********** account.  And only for the deposit.  The resort had to manually enter my credit card without my authorization.  I need to see where I signed and authorized the charge.  And interactions from *********** and the resort.  Since they do not have record or the second reservation.

  And 16 days later I still do not have my refund.  *********** has stated this is the resort holding up the refund.

  Customer Answer

  Date: 02/10/2024

  What the resort has attached is their invoice of how they charged the two bookings.  *********** does not have two reservations.  I have spoken with 3 representatives and they all state I only had one reservation.  I have attached the only reservations on my account.  
  

  I am requesting a copy of where I authorized the resort to take the second booking.  The card they used was directly from my *********** account.  And only for the deposit.  The resort had to manually enter my credit card without my authorization.  I need to see where I signed and authorized the charge.  And interactions from *********** and the resort.  Since they do not have record or the second reservation.

  And 16 days later I still do not have my refund.  *********** has stated this is the resort holding up the refund.

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 22317206
  
  I am rejecting this response because:  the resort has not provided proof of the 2nd booking, only the resort invoices.  I need to see the communications between the resort and *********** for both reservations.  I clearly only have 1 reservation on my account.  I also need to see where I authorized 2 charges.  I did it authorize the 2nd deduction from my bank account.  This is Fruad. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 18/10/2024

  Please see attached document "******* Response" as the character limit in this field was not sufficient for the documents we provided.

  Thank you,

  ***** ********

  Customer Answer

  Date: 27/10/2024

   
  Complaint: 22317206
  
  I am rejecting this response because: I am requesting where I authorized the 2nd deduction from my bank account.  ********************** processed 2 payments, or deductions from my bank account.  I would like to see where I authorized the 2nd deduction. 
  

  If the resort manually processed this without my authorization, I need to see this transaction,   I only authorized 1 deduction from my banking institution.
  
  Sincerely,
  
  ******* *******