Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/09/2025

  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.

  Good Afternoon It appears that hotels are exacerbating costs for hotel rooms by charging mysterious fees. On our recent trip to *************** (Phoenix Downtown Sheraton) everyone in our group of 5 was charged a $100.00 Destination Fee. As you can see in the attachment it is unclear what this is for. Every form of tax that this hotel can charge our group for is on there. Something has to be done to rein in these dishonest and immoral taxation and fee practices. They should make all costs clear with the exact dollar amount on all reservations. ****** ******

  Business Response

  Date: 05/12/2025

  Dear Mr. *********************** you for bringing your concerns to our attention. We sincerely apologize for the confusion and frustration caused by the Destination Fee charged during your recent stay at the Sheraton Phoenix Downtown.
  We understand how unexpected fees can be upsetting, especially when the purpose of the charge is not clearly communicated. While the Destination Fee is intended to cover certain amenities and services offered by the hotel, we recognize that this was not made sufficiently transparent in your reservation process.

  
  As a gesture of goodwill and in acknowledgment of your experience, we have processed a full refund of the $100.00 Destination Fee to your original method of payment. You should see the credit reflected on your account within 7-10 business days.

  
  We appreciate your feedback, as it helps us improve our communication and service. Please dont hesitate to reach out if you have any further questions or concerns.
  Sincerely,

  **** ******

  Acting Director of Operations

  Sheraton Phoenix Downtown

  
  

• Initial Complaint

  Date:02/02/2023

  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.

  My employer (Best Buy) held a conference in Phoenix AZ from October *****, 2022. All employees had paid accommodations through our employer at 1 of 2 hotels. My accommodations were paid for beginning 10/09/22-10/13/22. When I arrived to check-in I was asked to put a card on file so I provided my personal debit card. On 10/13/22 I completed a self-checkout in the morning before heading to our final conference meeting. I did not return to the hotel after 10/13/22. A few days later I noticed a charge of over $200 on my debit card from the hotel. I contacted customer service and was told I was charge for the stay dated 10/9/22. I explained that my employer had already covered the charges for the hotel and my check-in date was 10/9/22 and that I had not checked in early. I was told a case was being created to generate a refund to my card. After approximately 2-weeks I contacted customer service again as I had not received a refund. I was told that whoever helped me the first time did not actually create a case and that the representative I was speaking with would create a case. Again after 2 weeks (11/14/22) of not receiving a refund I called customer service. I was transferred directly to the hotel staff where I spoke to ***************************** who assured me she would have the issue resolved and refund generated. To date I have made numerous calls to customer service with each person telling me they do not see a case created at any time. I have tried contacting ***************************** as well, however I am told she is out of the office each time I call. I have verified on my end that the hotel was indeed paid for by my employer and my itinerary shows a check-in date of 10/9/22. I am only asking for the refund I am owed since the hotel has already received payment for my total stay through my employer. I have attached a screenshot of the emailed itinerary I received from my employer regarding my hotel stay w/check-in and out dates.

  Business Response

  Date: 02/23/2023

  After further investigation into this inquiry, we established that the consumer/******************** employer- Best Buy, Best Buys written instructions indicated they were only paying for Room and taxes between 10/10/2022 10/13/2022.  *************************, checked in on 10/9/2022 and per the client/Best Buys rooming list, check-ins prior to October 10^th room charges and taxes were for the guests personal account.

   

  I called and spoke to ************************* yesterday, February 22^nd, and notified her that her employers rooming list stipulated that room charges and taxes were for an October 10^th   October 13^th  check-in and check-out and not for October 9^th.    She was not pleased with the outcome, but said that she would take the matter up with her employer. 

   

  Please let me know if there is anything else I can assist with.