Complaints

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• Initial Complaint

  Date:08/04/2022

  Type:Product 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.

  7/27 2:36pm Hampton emailed confirming my stay
  
  7/28 4:53 am I sent email asking to change dates
  
  7/28 11:59 pm
  
  n Jul 28, 2022, at 11:59 PM, Front Desk, Hampton Village Inn wrote:
  
  ?
  Hello,
  
  I do apologize for the late reply, however, for July 29, we do not have any King rooms available at this time. We would have a room with Two Queen beds, but at a higher rate. "
  
  Thanks,
  
  Sam
  
  (M***** states short staff , they check email 3/4 times a day . My email was close to 24hrs later. I'm not responsible for there staff)
  ?#WEB-1765-8139885
  
  
  Yet on 7/30 6:32 pm hotel states can't change or modify past hotels 3 day cancellation policy
  
  
  My question is why not state that on 7/28 instead of violating your cancel policy offering to modify two queen beds at a higher rate
  
  How can they state I didn't follow policy when there employee didn't as well. This was all done within that 3day policy,,
  
  This e-mails can't state the phone call I made on 7/28 in am letting hotel know of covd19 contact
  
  
  Then accuse me of doing this in 2016, I wasn't married in 2016 and was living in another state , you can be anyone online .
  
  This company care more about $ then there guests.
  
  "On Aug 3, 2022, at 12:11 PM, Front Desk, Hampton Village Inn wrote:
  ?
  *** i did some more research and we will not be issuing a credit as your reservation in which you cancelled within the 3 day window please read policies and procedures on our site.
  please read all previous emails you have made reservations in the past. We hold the rooms and you end up cancelling and do a NO SHOW.
  WE sent all documentation to Chime your prepaid card and no refunds will be issued even with doctors note saying you have covid in our prior phone conversation."
  
  
  I have a doctors letter stating expose to covd19

  Business Response

  Date: 08/23/2022

  To whom it may concern,

  
  Please be advised the reason for no refund on this guest is a failure to cancel within a set time frame given in the cancellation policy. This guest has done this to us in the past where we did not charge the guest, however this time, we cannot refund due to missing out on nights booked due to this guest holding up a reservation slot. We have explained this to the guest, and she fails to acknowledge any wrongdoing. You may not hold up a reservation because you have a change of plans.  I have attached the conversations with the guest and we have stopped answering/emailing her due to her refusal to acknowledge she is wrong. She explains that she "HAD" Covid-great but that wasn't what she told us in the beginning-- Her first e-mailed stated she wanted to modify the reservation due to her husband's planned surgery, which was not possible. She made no further communications after. On the day of arrival, we decided to charge the reservation as we were holding it for her.  This guest never cancelled and never made any attempt to cancel until she was fully charged the day of arrival according to our policies. 

   

  The reason why I am emailing you is because we received a letter that asks to click a link -- that is in writing but there is no link in the written letter?

   

  Regarding this guest, we feel at this point is harassing the business and we will not respond any further.

   

  Best regards,

   

  Hampton Village Inn

  660 Lafayette Road, Hampton, NH 03842

  P-603-926-6775

  www.hamptonvillageinn.com

  Customer Answer

  Date: 08/24/2022

  
  
  Complaint: 17667659
  
  
  
  I do not accept the business's response as a resolution to my complaint because:
  
  
  This   Hotel fraudulently used my credit card on 7/30 at 2:07pm for $474.04 before there check in policy of after 3pm. They stated I didn't communicate with them.Email from hotel on 8/3 "your reservation in which you cancelled within the 3 day windows" Yet I didn't cancel due to covd19, Or I had no contact after my first email.
  This has gone on long enough, This hotel is a nightmare to blame a customer when you falsely tried to state I had no contact . You stole my money and have been lieing for close to a month. I have proven my case beyond a reasonable doubt. I have shown the truth behind your lies. This is taken a toll on my health as I am a cardiac patient and 6 months pregnant. Please just refund my money that you didn't have authorization to use. I can't afford to lose $474.04.I had to cancel and you are trying to blame me with your false statement .  How am is the freedom of speech backed by the first amendment harassment.  I am trying to get back the money you used without my authorization.  You can't state one thing when it's can be proved that you are lieing!!!  I have submitted many files prior to state they knew I canceled 
  
  Sincerely,
  
  
  
  *** *********