Complaints

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• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair 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 booked a reservation through Priceline for the eve of Dec 20th; however, on my way to the airport, I received a call regarding a pre-op appointment required for my upcoming cataract surgery on Dec 26th. So, I had to delay my trip for one day to get a pre-op.I successfully re-booked my flight and rental car for 12/21. Both were also booked through Priceline and there was no penalty or hassle, due to my medical issue. I then called Hampton Inn at 1:18pm to ask them to change check-in to 12/21 for two nights. ******** at the front desk told me that I would need to call Priceline. I immediately did so and ********* agreed to honor the change due to my medical issue, as long as Hampton agreed, so they sent an email to ****, General Manager at Hampton at 1:22pm to advise him of the situation. At 1:32pm, Priceline received an email response from **** declining to change the check-in date to 12/21. **** also documented the 12/20 check-in as a no-show which meant that I was out-of-pocket $116.97.The next day, 12/21, I arrived at Hampton Inn to check in and **** said that the reservation had not been changed from 12/20 to 12/21 and that the 12/20 reservation was a no-show. When I asked him why, even in light of the fact that I requested and Priceline requested to change the check-in to 12/21, he claimed that he hadnt received notification from Priceline until the evening of 12/20, which of course, is not true, as Priceline told me that their records show that **** emailed them at 1:32pm on 12:20 calling the reservation a 'no-show.' It's important to note the original reservation was for two nights and even after the delayed check-in date, it was still for two nights, so Hampton wasnt out any money. In fact, they were paid for three nights, even though I was only there for two nights. He suggested that I call customer assistance. I called Customer Assistance at ************, and they said the hotel still refused to refund me saying it was a 'no-show.'

  Business Response

  Date: 01/22/2024

  The reservation was booked by a third-party reservation with a nonrefundable policy, and the guest requested a cancellation on the day of arrival via a third party asking for a waiver; the guest did not cancel the room, and the guest let the reservation go to a no-show.

  
  

  The reservation was not canceled, and the reservation went to a no-show, where the reservation was billed for the one-night per booking agreement.

  
  

  We waive reservations like this often when they are canceled. We understand things happen, but this reservation went to a no-show, and when this happens, we cannot waive the no-show fee. 

  
  

  We gave the guest a discount for the future stay night and explained this matter in detail.

  
  

  Please, any questions or concerns, I am at your disposal. 

  
  

  Kind regards, 

  
  

   **** Belcher  

  
  

  2024, we are excited to showcase our new rooms. Click here to view.

  Phoenix-Gilbert Hampton Inn & Suites by Hilton ******************************************* Gilbert ******* 85297

  Cell ************ - Direct Line ************ 

  Customer Answer

  Date: 02/05/2024

  I do not agree with ****'s comment that 'the ***** let the reservation go to a no-show.' **** let the reservation go to a no-show. He was very much aware that I needed to change the check-in date to the next day, as I called the hotel prior to check-in and spoke with ***** about that and she, in turn, advised me to call Priceline, which I did immediately. That same day, 12/20, Priceline informed **** that they would allow me to move the check-in date to 12/21 without a penalty due to my medical issue. Unfortunately, **** chose to be inflexible and declined and he relayed that at 1:32 pm to Priceline PRIOR to check-in. So this was clearly NOT a no-show by 'the guest'! I feel strongly that **** wasn't willing to 'do the right thing', especially due to this being a medical issue which necessitated the date change. As mentioned earlier, the flight and rental car were also booked through Priceline and I didn't have any problem at all making the date changes and there was no penalty. The $21.97 discount that I received from the hotel was negligible considering that I had to argue with **** for almost an hour and ASK for a discount before anything was offered. And I still had to pay in full, $116.97 for the 12/20 night that I asked to cancel. 

  Business Response

  Date: 02/06/2024

  I'm sorry to hear that there was an issue with the booking. It seems that the guest booked through a third-party and unfortunately, they did not cancel the reservation, resulting in a no-show. I understand that as per the hotel's policy, the complaint should be filed against the third-party site as they are responsible for setting the booking policy. The hotel does not have control over reservations made through third-party sites. I can understand how frustrating it must have been for the guest, and I am glad to hear that the hotel has already given them a discount for the room they booked directly with the hotel. However, it is important to note that the hotel is not able to manage third-party reservations, and the guest's reservation was subject to the non-refundable and non-cancellable policies of the third-party site. The hotel has explained the situation to the guest in detail, including the policies of third-party reservations. I can assure you that the hotel has done everything possible to assist the guest and resolve the issue. Unfortunately, the guest's request for a free night was not reasonable, as they booked a non-refundable reservation and did not cancel it. Please let me know if there is anything else I can do to help.