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:08/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 booked a hotel room with the check in date of Friday 8/4/23 though I was scheduled to travel from NYC to Harrisburg through Friday night and arrive early hours of Saturday 8/5.I only needed the hotel room for a few hours as the conference I was attending was set for 8AM that Saturday @ Carlisle which is 20 minutes away . So I only needed the hotel room from early morning hours when I arrived till 7AM Saturday morning. Upon arrival @ about 3.38AM, The front desk clerk asked for my ID & I realized I did not have it on me. I told him so & that I was not sure If I left it home in NYC or if it got lost during the trip. He told me he would not be able to check me . I appealed to him that I could show any other proof such as the credit card I used for the booking, the email confirmation I received and also I could check my phone for a copy of my ID. He refused. I started crying and pleading with him. He then said I should check my phone for a copy of the ID. While I was doing that, he got on the phone & was speaking with someone. After hanging up, he told me had cancelled my reservation and I would not be able to get a room.@ that moment, I got an alert on my Card confirming the cancellation. I really started pleading with him and expressed my shock as to why he cancelled my reservation since he had asked me to check my phone for my ID. He said I was welcome to spend the time I needed @ the lobby but cannot get a room. I continued pleading with him . This went on till 4AM after I had showed him a copy of my ID on my phone, he first refused it saying it was not me but I pleaded again & then he said he can give me a room but at a "walk in rate". He asked that I send him a copy of the Id via 'Air drop" I said OK and did that. He sold me room for $131.30 versus the $107.91 I had paid for my earlier booking. He did not provide me with any form of receipt for this charge which I paid with my card. I also did not get any email from the hotel confirming this payment which was strange. But I got another alert on my card confirming the payment for $131.30. He then gave me access to a hotel room @ 4.15AM.I checked out @ about 7AM and asked him again for a receipt or a confirmation of my checking out but he stated he had nothing for me. I asked him for his name & he stated it was ****. I can tell that **** took advantage of my situation to get more money out of me by making me pay a "walk in rate" after deliberately cancelling my reservation and the money went straight to his pocket . This is why there is no receipt for the transaction and not to the hotel. While I understand the ID requirement, I also believe there should be exceptions and **** should have reviewed my booking emails, my credit card used for the booking but he refused to. He showed ZERO empathy and that is really bad in the hospitality/ customer service business. His demeanor and countenance were extremely rude, unfriendly and unhelpful. He clearly took advantage of my desperate situation to make money for himself.

  Business Response

  Date: 09/08/2023

  I have already talked with the guest and have provided the refund and she was happy with it. 

  Customer Answer

  Date: 09/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,