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Business Profile

Hotel Consultants

Hampton Inn & Suites Liberal

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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.

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  • Initial Complaint

    Date:10/16/2023

    Type:Billing Issues
    Status:
    Answered
    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 08/14/2023 funds were taken from my account by hampton inn and & suites. I called to ask the reasoning for the charges since I originally used them to block rooms off. I had the rooms saved for my wedding. When I originally called to save the rooms I asked if I'd be charged in any way as I would just not reserve the rooms. To avoid having to spending money. I was told no and that they only take my card information so they can have the reserved save with my name. I called the same day the charges were taken from my account and I was told they can't help and the manager said that's going to stay that way. I told the worker I wanted to speak with the manager and he told me that they could not get ahold of her until Monday. I am wanting a refund for funds that were not explained to me when I asked of being charged. Because I originally never would have reserved the rooms if funds would be charged against me in anyway. I was given no explanation and was blatantly lied to.

    Business Response

    Date: 10/24/2023

    Just like the customer said on his statement he called and had the Hotel block off 12 rooms for his wedding. When you make a reservation, it is necessary to have a card on file for payment specially when it is a large amount of rooms. That is how the Hotel got his card because he provided it at the time of blocking these rooms off. On the day of the 13th of October, I the manager of the property had to work the afternoon shift due to me being short staffed I noticed his group and also notice a couple of hours later that no one was arriving so I called ****** **** and let him know we had 12 rooms reserved for him and he responded  "YES I Know" so I just thought his group or family was getting here later that night. He confirmed he still wanted the rooms the day of arrival we have a 24-hour cancellation policy even though that does not matter because he confirmed the rooms on the 13th. He needs to pay. It was a SOLD-OUT night for us we let go 5 walk-ins because we were holding on to his rooms. I am sorry but that is how hotels work he called to make a block of room and it is his responsibility to pay.

Hampton Inn & Suites Liberal is NOT a BBB Accredited Business.

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