Complaints

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.

• Initial Complaint

  Date:09/26/2023

  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.

  I made a reservation back in January of 2023 for ******** ******** ( for witch I always go ) I made reservations for the days of Aug 24 ,25 leaving the 26.. I had to cancel because i didn't get my motor back for my car so I called and cancelled my reservation because I know how hard it is to get a hotel for that event weekend , I called 2-3 weeks before my reservation to cancel, the man I spoke to said I had to call ******* to cancel , I told him I didn't book through them it was ***** .com and I told him I would call them and I did to cancel, I also told the man at American inn to please CANCEL these reservation I WILL NOT BE NEEDING THEM !! When I checked my credit card to pay my payment I noticed a charge from American Inn for $195.11 so I called and the manager said I never cancelled , I told him I absolutely did cancel and I did so weeks in advance , I have had several conversations with the manager since then but nothing is being done, all I want is my $195.11 returned, I done everything as it was to be done, so here we are with this complaint.. My original Itinerary # is ************** Thank you for your time on this matter, I didn't want to do this but I gave him several chances to make it right..

  Customer Answer

  Date: 09/28/2023

  The first time I talked to the manager after a got this email from *****.com I called the manager of American inn and he said it would take 2-3 weeks for a refund so i waited and got nothing so I called and then he said I wasn't getting anything .

  Customer Answer

  Date: 09/28/2023

  The first time I talked to the manager after a got this email from *****.com I called the manager of American inn and he said it would take 2-3 weeks for a refund so i waited and got nothing so I called and then he said I wasn't getting anything .

  Business Response

  Date: 10/09/2023

  Hello there,

  We did received this reservation on Jan 27, 2023 7:59 PM EST via third party website ******.com. When we receive any third party reservation, we do not make any changes or cancel at the hotel. When we receive any call to cancel or to modify reservation(s), we simply advice the guest to call or go online to cancel or modify their own reservation.

  We, at the hotel are not responsible for any changes that guest(s) like to make who booked it online via third party. The third party does not allow us to do their guest's reservation. Please find attached reservation details from ******.com and on second page see reservation details. There's no cancelation were made by the guest. The reservation remain the same as confirmed and on our one of the busiest day of the year. We waited for the guest to arrive and check in, but the reservation went to No Show and was charged as a NO SHOW of one night.(attached hotel folio)

  Thank you.

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

  General Manager

  American Inn Carlisle