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Business Profile

Hotels

Comfort Inn Sylva - Cullowhee

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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Complaint type

  • Initial Complaint

    Date:12/19/2023

    Type:Product 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 will also be filing complaint on Priceline. I Prepaid $688.88 for 2 rooms 2 nights in my Name ***************************** 12-15-23 to 12-17-23 for Graduation Ceremony. At check in Desk the Senior Citizen **************** using the 2nd room that I already Prepaid for in September 6,2023 want to put in his name and use his Choice reward points and own Credit card for the Room. The young lady said, Yes, we can do that and we will Credit Back The Prepaid $ for that 2nd room to me ***************************** since it was going to be Put in the Senior Citizen name using his Card ************************, that happen, because the young front desk lady did not know she was doing, Comfort Inn Front Desk People, decided to Keep my Prepaid Amount for that 2nd Room and My Senior Citizen Father IN law ********************** on his card that for 2nd room. They are getting paid Twice for that 2nd Room. After calling and spending Time on 12/18/2023 talking to Priceline and Comfort Inn a **************, Ms. ******* (DM) sick I was told by ******. They said NO, they are keeping My Prepaid Money plus my father in law money for that 2nd. THAT IS JUST NOT RIGHT!!! I WANT MY REFUND BACK FOR THAT 2ND ROOM THAT I PREPAID FOR !!!!! I have attached receipt of check out for my 1 room charge in my Name!! Comfort Inn kept saying because it was 3rd party Priceline they had nothing to do with Refund!!the whole entire time I was staying there for my Graduation!!! I am very disappointed in Comfort Inn because, Choice Hotels, because we stay there each time we Visit Cullowhee, NC / Sylva NC

    Business Response

    Date: 12/20/2023

    On 12/15 The ********** checked into our hotel. She had two reservations under her name that she booked using Agoda.com. Upon check-in and individual in her party wanted to pay for their room through us. Our front desk agent is new and did not think that this would be an issue, so she charged Mr. ********************************* card not realizing that the room had already been paid for by Ms ***************************** directly through Agoda. When reservations are booked through Agoda, ***** sends us over a virtual card rather than sending us the clients credit card info as a safety precaution on their end. Once we realized that this had happened, we refunded ****************** card since we were not able to directly refund ************************ card. A member of our management team has since talked to ******************** and explained all of them and told us that she and **** ******** would handle the exchange of money privately. I have attached each room's receipt and method of payment as well as the receipt for the refund that we did for ****************. In the end we did make a mistake, but we rectified the situation by refunding money to ensure that we didn't over charge this family. Should you need any more information from me, please feel free to reach out. 

    Customer Answer

    Date: 12/20/2023

     
    Better Business Bureau:

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

    Thank you.

    I also checked with my Father ** Law, *****************************, to Make sure his Card was Credited back the full charge of the Room!!!!!! It Was! 

    I appreciate the BBB for responding so quickly to Resolve this Issue!! 

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

     


Comfort Inn Sylva - Cullowhee is NOT a BBB Accredited Business.

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