Complaints

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• Initial Complaint

  Date:12/06/2023

  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.

  I am the manager of a young girls soccer team who was going to a soccer tournament in Camrose, AB June 2-4, 2023, A . As all hotels were full in Camrose, we opted to stay in Wetaskiwin, AB. I contacted the Travelodge in Wetaskiwin, AB on May 3, 2023 and reserved 11 rooms for this tournament. When I called them I was told verbally on the phone directly with ****** that there was a 24 hour cancellation charge, if I didn't cancel within the 24 hours, I would be charged 1 night. I was contacted a couple of days later and was told that 2 of the rooms would not be available due to a problem with the room. So now there are 9 rooms.
  On May 30, 2023, I contacted the hotel and advised that we were going to cancel the 9 rooms as we needed more than 9 rooms in total for everyone to stay together and found 11 at another hotel.. I was told by ***** that 1 night charge for each room because I didn't give 1 weeks notice. as stated in an email he sent me, even though I was told that it was 24 hrs notice. Immediately my credit card was charged three transactions 1. $108.99 2. $108.99 3. $980.91 ( this was for all eleven rooms - which I didn't even have 11 booked).
  My husband called the Travelodge and discussed the issue and was advised that yes charges would be reversed and that he would speak to the finance department and get back to us. We did not receive a phone call . I called June 8, 2023 and asked about the charges to my credit card. I explained my situation again that I was verbally told 24 hrs. They advised they would discus with the manager and call me by 3:30 p.m. and again - no return call.
  I then called back at 4:00 p.m.. and was told that they would reverse the charge of the two smaller transactions as I only had only had the 9 rooms reserved.
  
  I would like the last charge of $980.91 reversed by this Travelodge by
  Wyndham Wetaskiwin location, as I gave the stated amount of notice as advised by the booking

  Business Response

  Date: 24/06/2023

  Customer booked 9 rooms on a very busy weekend and we have communicated very clearly to her in the email that the cancellation policy is 7 days before arrival.

  She called 3 days before and cancelled the rooms and denied receiving any emails. We said no to so may guests calling for reservation for the same day therefore, we have charged the guest for 1st night as mentioned in the email. 

  She raised a complaint with Travelodge and even they understood the scenario. 

  Whenever we have bulk bookings for a busy day we have the same policy communicated to the guests. 

  However, after serious consideration the ******* ******* has agreed to charge them only 30% of the penalty and refund the rest.

  This is the best we can do at present. 

  Thank you and Regards,

  *****.