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Business Profile

Hotels

The Platinum Hotel

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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  • Initial Complaint

    Date:11/17/2023

    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.
    I booked a stay at the Platinum Hotel through Booking.com from October 23 to October 25, 2023. My reservation was paid in full on February 16, 2023, for a total of $474. Number of reservation : ********** Later in september, I received a text message from the hotel through the Booking.com app, asking me to register my credit card for a security deposit charge. If I didn't do this within 24 hours, my reservation would be canceled. Therefore, I approved this security deposit of 329 (approximately $357) on the September 10, 2023, to ensure my reservation was not canceled. I found this request strange since I had already fully paid for the room several months ago.The stay at the hotel went well, but this security deposit has still not been refunded, almost a month later. I have sent several messages through the Booking.com app, but the hotel has never responded. When I threatened to leave a negative review, the hotel sent me an email address to contact them via text message. So, I contacted the hotel twice at the email address ******************************************************************** but they have not responded to my inquiries.I want to be reimbursed for this sum of 329 because it's been almost a month since I stayed at the hotel (normally, security deposits are refunded within 72 hours), and I want a response to close this matter

    Business Response

    Date: 11/27/2023

    Good Morning,

    We researched all of our credit card records and have found no credit card postings for this guest and have nothing to refund. This was possibly a Phishing/scam but on our end we can't prove this. Best to have the guest call their credit card company for research/refund.

    While this is unfortunate for the guest, our hotel has no record of charging the guest at all. 

    Regards, 

     

     

     

The Platinum Hotel is NOT a BBB Accredited Business.

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