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:07/05/2024

  Type:Product 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.

  On May 25, 2024 my husband an I checked into a room at the Norwalk Inn Hotel and Conference Center. We stayed one night. We paid for the room via ******* online - $184.75 and when we arrived at the hotel, we were asked for a credit card for a $100 incidentals hold. We provided our debit card to our joint checking account. To date (7/5/2024) the $100 has not be refunded. They confirmed we did no damage to our room so there would be no reason to retain the $100. I called about 3 weeks after we checked out and the desk clerk told me the money had been released and there was nothing he could do, so I should check with my bank. I called my bank and they verified the $100 had NOT been returned. I called Norwalk Inn back about 1 week later, so now 4 weeks after our stay. The desk clerk told me I needed to be patient for my money. I asked for a manager's contact information and he gave me the owner's email - [email protected]. I emailed her about the situation and she asked for my phone # to contact me. I told her I preferred to communicate via email and she never responded. I reluctantly provided my # and she had some named Lisa (###-###-####) call me on 7/2/2024. I repeated the details of my problem to Lisa and she reiterated there was nothing she could do and just call my bank and dispute the charge. I told her Norwalk should just return my money and this was not complicated. She said she would contiunue to look into the situation and call me back. She called me back a few minutes later with someone she claimed was with my bank and immediately asked for my social security # and bank account #. I refused to give this information on the phone without knowing who I was talking to and she got rude and kept saying I had to in order to get my money back. I eventually hung up. She texted and emailed me again to continue to say there was nothing she could do.

  Business Response

  Date: 08/05/2024

  Dear *** **********: I am writing in reference to the July 19, 2024 request for a response regarding the above case, so we can assist in your Department’s evaluation of the complaint. We regret that this customer, who appears to have a history of lodging complaints with government agencies, is unable or unwilling to understand the facts of this matter. When guests check-in at our hotel, standard practice indicates that we request an authorized “hold” on their credit card in order to earmark funds beyond the anticipated charges. This is common practice in most hotels, as it provides built-in coverage for unforseen expenses such as property damage, or the need to extend the stay. Upon guest check-out, if the earmarked/ authorized funds are not charged, as is the case in most scenarios, the funds are released and available to the customer. The timeline for the release of funds is dictated by the customer’s financial institution, however, as it is triggered by guest checkout. While the funds can be released within 72 hours, sometimes it can take up to ten days - the terms and timeline for the release of funds are all dictated by the customer’s financial institution, not the hotel, because in essence, this authorization is not a charge. While multiple staff members including myself have made efforts to explain the fact that *** ********* was charged for room and tax by our hotel and nothing more, *** ********* has lodged various demands that have created barriers in the communication. She insisted on written correspondence and refused phone calls for weeks, accused us of trying to “hide behind our staff” and said we were “running a scam,” demanding that we issue an immediate refund, and negotiate with her financial institution. When we finally did speak on the phone and I pointed that my personal cell phone number is posted prominently in the lobby, we are fully transparent, she hung up the phone mid-conversation. Be this as it may, we remain committed to resolving the matter for her, as we are thankful for her patronage and are committed to supporting her understanding that there is no refund to issue, as there was no additional charge beyond the room and tax that we all agree she paid. Attached please find billing documentation to support the above. The Norwalk Inn regrets that this misunderstanding occurred, and we remain committed to any discussions your agency deems appropriate to furthering *** *********’s ultimate understanding that in this situation, a $100 refund of pre-authorized funds is not appropriate, as a $100 charge on preauthorized funds was never made. Yours Truly, Lisa H******** Assistant General Manager ###-###-#### 

  Customer Answer

  Date: 08/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  The response provided by the business is absolute nonsense and not a reflection of how things occurred.

  The notion that this is all my banks' fault is an attempt to dodge accountability and save $100.  I am an intelligent 38 year old woman with a Bachelor's degree and I work as a Director of Human Resources.  I'm far from being incapable of understanding basic business practices and customer service.

  From the start, this was handled poorly.  The person I spoke to at the desk was not polite in any manner and I had to argue with him to obtain Maria's contact information.  Maria only wanted to speak on the phone to avoid accountability or a paper trail in writing.  I do not give out my cell phone # to strangers unless it's absolutely necessary.  I think most mature adults with children would agree to with this sentiment.  When I did provide my phone #, she had someone else call me instead of doing the polite thing and giving me a heads up that someone else would be contacting me to review my concern.  When Lisa called me I had no way to verify who she was and had to take her word for it.  I did discuss my issue with her and while she was kind in the beginning, she was also quick to say "There's nothing I can do" and to point me in the direction of my bank for assistance.  I had already called my bank twice prior to this and was told to check back with the hotel as they would have released any funds there were to release and they could see nothing from Norwalk except the charges.  Lisa and I hung up civilly the first time and she said she would look into it further.  When she called back, she had a third party on the phone who immediately wanted my full social security # and bank account #.  I refused to provide since I could not verify who I was speaking to and again, I think any mature adult with any ounce of common sense would not provide such confidential information in this manner.  Lisa and 3rd party continued to demand the information and claimed they could not help me unless I were to divulge this.  At this point, yes I hung up and tried to resume email communication with both Lisa and Maria.  I got nowhere and was just dismissed and told to deal with my bank.  When I did call my bank back on my own, I was sent a text message with an authentication # to verify my identity and not asked for my social or account #.  This further supports that the previous call with Lisa was a scam of some sort to steal my personal/identity information.

  The comment in Lisa's response about me having a history of lodging complaints with government agencies is completely unfounded and just yet another deflection tactic.  I have never ever had a problem with any business to this extent in my life and have NEVER engaged in a complaint filing with BBB with another business.  I would think that would be quite easy to verify and it's bold of Lisa to make this assertation with no way of knowing anything about my history.  If she is referring to the other agencies that I reported the Norwalk to, then yes, she is correct.  I fully believe they are operating some type of scam and I told both her and Maria prior to doing so that I would be reporting them so that other customers are not harmed in the way that I have been.  I fully intend to take this as far as I need to until they accept accountability.  I will engage a lawyer if the government agencies are unable to assist.

   

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

  Business Response

  Date: 08/16/2024

  Dear *** *********, Thank you for writing. Please refer to attached supporting documentation. We re-iterate (see attached communication) that we are all in agreement there are NO incidental charges from the Norwalk Inn during this stay and this temporary authorization of $100 on May 25, 2024 should have been released. We recommend and have communicated to *** ********* (on July 2, 2024 see attached) that if she still sees this $100 authorization from May 25, 2024 at 7:13PM that it SHOULD NOT BE THERE and to initiate a dispute with her financial institution.
  Thank you kindly, Lisa H******** / Norwalk Inn & Conference Center