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Business Profile

Hotels

Highland Suites

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:04/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    We reserved a room thru Expedia for this hotel for this hotel. We did not put a card thru on Expedia's website for this hotel, we only received a confirmation number. The confirmation number was ************** for a King ***** with ******* on 4/7/23 check in for one night according to their website. We got to the hotel on 4/7/23 and we were told they do not have our reservation on file, they tried to have ** sign someone elses reservation, and they do not allow Expedia to sell that room on their site. We did end up booking their only jacuzzi king suite room 417 on 4/7/23. We were told that it would be a pre auth charge for that room of ****** and that the $100 would come off after check out as it was for any damages that *** occur. We checked out and noticed that not only were we charged ****** but also ****** on our bank account. We brought that to the general managers attention and he was very combative and negative and said it wasn't their problem, that it was ours, that we would have to dispute it thru our bank as their side only shows the ****** and that we would have to go thru expedia for the other charge also but we told him we were told last night you did even have our reservation and now you said you did. We want a full refund for both charges. This is bad practice all around. Be upfront with your customers. We have never been to a hotel that charges damages before any damages occured, or been very negative toward a customer who wasn't at fault for a lost reservation nor a wrong room being shown on a website. If you want correct customers dont allow your company to allow Expedia to third party your reservations.

Highland Suites is NOT a BBB Accredited Business.

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