We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotels

Element 29 Hotel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/22/2023

    Type:Billing Issues
    Status:
    Resolved
    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 on Jan 25, cancelled Jan 27 for a reservation for a week starting March 31. Received an email confirmation of cancellation on Jan 27. The hotel policy for a full refund is to cancel outside of 30 days of the reserved dates of stay so I thought everything was handled as i cancelled well before then and i received confirmation of cancellation.. March 1, get a pending charge for $2679.47 for the cancelled reservation, spoke with a front desk supervisor Ashley who resent me the cancellation email confirming what i had stated and assured me she would follow up... never did... However, the pending charge fell off so I thought it was a fluke. Now March 14... same charge of $2679.47 hard posted on my account. Called the front desk on March 14- Sara claimed the reservation was never cancelled regardless of the cancellation ID ********** b/c "somehow" on march 1, the reservation was reinitiated. I never reinstated the reservation. Sara assured me that a manager would call me the same day since they were all in a meeting at the time of my conversation with her. Yet again, No follow up. Sarah also assured she that she refunded the money in the system... it is now 3/22 and still no refund. I am requesting assistance with this hotel as they have not cancelled a reservation or reinstate without my authorization, does not do what they say they will, and have yet to refund the $2679.47 they claim they refunded and have not provided me any documentation as I have requested on the refund.

    Business Response

    Date: 05/09/2023

    Dear *********,

    I certainly do apologize for the miscommunication and lack of follow up. I do see the chain of events in our Property Management System as you mentioned in your complaint letter. It has presented an issue within our booking systems, of which we will have rectified.

    In the meantime, I can assure you the credit of $2,679.47 was applied to your **** card ending in **** on 3/17. I have attached a copy of the transaction for your records.

    Once again, I apologize for the inconvenience and lack of communication.

    Kind Regards,

     

    Ritchie M******

    General Manager,

    Element 29 Hotel

    Customer Answer

    Date: 05/09/2023

    Better Business Bureau:



    I have reviewed the response made by the business, and find that this resolution completed only due to constant follow up by myself and escalating this issue numerous times.  



    Regards,



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

Element 29 Hotel is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.