Complaints

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• Initial Complaint

  Date:07/31/2024

  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.

  I booked a hotel room for a wedding. I had to cancel the reservation due to lack of childcare and the hotel offered me some options for credit or reimbursement. I asked to speak with the manager and he never got back to me. I called many many MANY times and neither the manager or anyone else got back to me. I made it very clear I would not be coming and to CANCEL the reservation. They said I had to speak with the manager who, of course, never got back to me. I even called hte managing company and they never got back to me. They ended up charging me the full price for the rooms, despite the fact that I cancelled (and never checked in). Seems like a **** to me! Attached my latest correspondence and never received a response...

  Business Response

  Date: 08/08/2024

  This guest was booked since December 2, 2023, to attend a wedding in the area. She was booked for 3 nights stay 7/18/24-7/21/24.
  She called us on 7/11/24 asking about our on-site babysitting services that we do not offer and that we do not have anything locally to recommend a service for that either. She was upset by this and wanted to cancel and was not interested in our cancellation policy options of either a 6-month credit of the total she paid, or a 50% refund of the total she paid and wanted to speak to a manager to get a full refund. 
  She was 7 days away from the arrival date and was within our cancellation period where a full refund was not an option and received numerous documents throughout the time she had a reservation detailing our cancellation policy and timelines.
  
  We would have given her the 50% refund, but she insisted she wanted a full refund and demanded a manager. She was eventually refunded 50% back to the original payment method so this is not accurate that we did not refund her. She also did a credit card chargeback case to recoup her reservation that we also responded to with these details.
  
  We are also aware that she did in fact stay at another hotel in the area that we also manage, and she stayed 1 night on 7/20/24-7/21/24 where she still attended the wedding and was in the area and mentioned she only needed 1 night and never mentioned child care. She also stayed beyond the check-out time of 11am on departure day and we did not charge her a late check out fee.

  Customer Answer

  Date: 08/14/2024

  Hello, 

  I am responding to the businesses response. What the business stated was inaccurate in a few places.

  Cancellation Policy:

  (1) Although I had wanted to speak with a manager about the cancellation policy earlier, in my call 7 days before the stay I affirmatively stated that I agreed to the 50% refund. The hotel said they COULD NOT honor that policy until I speak with the manager, and that they would follow up with him (after my multiple written attempts and calls). The manager never responded during that 7 day cancellation window. 

  (2) The room was never cancelled. In fact, I am still receiving polite emails from the Suites at Silver Tree thanking me for my stay and asking for a review, although I never received a timely invoice. 

  (3)  When I called (after the reservation date) I was informed by the front desk that I was charged the full ~$950. I explained everything I did above. She said I should call the managing office. I called the managing office and spoke to someone very sympathetic, explaining the situation. She too- like all the other front desk people- said someone would call me back and no one did, I then called the Silver Tree again, and was told by the front desk person that I would have to speak with the Accounting department. She said she would tell them to get in touch with me, and they never did (shocker!). 

  As you can see, it's a lot of calls! I feel like all this could have easily been resolved had the manager just placed a simple call back to me. It's not only courteous but the professional thing to do, especially for a "hospitality" business. 

  Also, regarding my stay in Deep Creek for the wedding. Yes, I had booked a night at the other hotel for one night - and without my kids (versus the 3 nights I initially booked with kids at the initial property). When I called Silver Suites to cancel and accept the 50% I had actually asked if I could stay just one night, given the fact that I was paying $450. Given all the correspondence [I can't say "back and forth" since there was no back] the front desk person was understandably very confused; given my horrific experience with "management", I had zero confidence I would receive a timely response. 

  Whatever the business argues, the key thing is that they did not handle this professionally. 

  Thank you, 

  ***