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Business Profile

Hotel Management

Capitol Plaza Hotel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Management.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/22/2024

    Type:Facilities 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.
    Better Business Bureau:

    I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I will be looking for the credit back to our **************** card in the next few days.
     
    Sincerely,

    ******* ****yet to hear back from her.

    Business Response

    Date: 11/04/2024

    *******,

    We apologize for your experience; this certainly is not the standard we aim for. While we typically do not offer refunds, your stay does warrant one, all things considered. We will investigate the broken TV, and the deep cleaning of the grout. I will say that weekend, we did have a massive system error; to which it was marking our dirty rooms available to sell. Again, this is not our standard guest experience but does not negate from your poor stay.

    Please allow 3-10 business days for that refund to hit your account. I will personally get with ***** to address the lack of communication with our guest(s). 

    Yours in Hospitality, 

    Suzie P

  • Initial Complaint

    Date:10/15/2024

    Type:Product 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.
    This is my complaint Did not get to stay wanted to but they would not let my granddaughter Booked this place for my Granddaughter ***** ******* and friends and when they checked in the place would not let them stay because they were not 21. I see no where where you had to be 21.They cancelled the room and then I cancelled the room through ***********. They gave me a refund of $15. and I paid $99. The Manager said its there policy to not refund the whole amount since it was cancelled the day of stay. They cancelled first. So my Granddaughter went across the street to another motel and they stayed there only have to be 18. But out $118 AND NOW THE $84 THEY DID NOT REFUND. Property response:Dear *****,A person of the minimum age requirement must be present at check-in and become a registered guest in the room. We required every guest checking in to the hotel to provide a credit card with a matching photo ID with the name on the registration. I'm very sorry that we appeared unaccommodating; please understand that these policies have been put in place for the security of our guests. We hope to have the opportunity to host you in the future.Sincerely,***** *.General Manager The booking has been canceled Book again Capitol Plaza Hotel Jefferson City Check-in Fri, Aug 23, 2024 from 16:00 Check-out Sat, Aug 24, 2024 until 11:00 Booking Details 3 adults - 1 night, 1 rooms Address ************************************************************************************************************************* Show directions Confirmation number:********** ******** Is everything correct?You can always view or change your booking online no registration required.View booking Contact property Phone *************** Send a message Send an email Tip: You can make changes to this booking anytime.Payment info Your expected refund is $15.44.Aug 23, 2024 0015 Refunded $15.44 See refund history Aug 21, 2024 0015 Paid $99.24 Frequently Asked Questions

    Business Response

    Date: 10/31/2024

    Dear *****, A person of the minimum age requirement must be present at check-in and become a registered guest in the room. We require every guest checking in to our hotel provide a credit card with a matching photo ID with the name on the registration. I'm very sorry that we appeared unaccommodating, please understand that these policies have been put into place for the security of our guests. We do have a 24-hour cancellation policy and this reservation was not cancelled before the period to receive a refund. We hope to have the opportunity host you again in the future.

  • Initial Complaint

    Date:08/23/2024

    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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************** silent treatment from a hotel before when working out a bill discrepancy, this is really odd. If hotels can show how they followed policy and the charges owed are valid they normally do, or they apologize for the error and credit back the charges. I could find no telephone numbers for anyone other than the desk or the hospitality office that sells conference space. I have determined the corporate company is Atrium *********** with offices in **. I have now received the actual credit card bill. The 2 amounts on the bill from ***************** hotel are ****** and ****** (******), note these amounts appear as credits and not charges on the hotel invoice. The charges column on the invoice, minus the errant entries, should be ****** and not ******. The hotel added one nights stay ****** + ***** tax and the ***** Manual AMEX. So the hotel invoice charges and credits charges are both ******, but I should only owe ******. They have not given me an explanation but I have already paid the bill.

    Business Response

    Date: 09/05/2024

    We are reaching out to the guest to ensure charges are refunded. His documentation is clear, it looks like he was not initially checked out in our system prompting another room night charge be added to his stay.

    Our intention is to refund **************** the amount of $201.20 onto his personal card.

    We have reached out to our phone provider to make sure our lines are available, and not going directly to voicemail. We will make this right with this guest, as guest service is a top priority for us here at Capitol Plaza Hotel & Convention Center. 

    Thank you, 

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

    General Manager

    Capitol Plaza Hotel & Convention Center

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

     

Capitol Plaza Hotel is NOT a BBB Accredited Business.

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