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Business Profile

Hotels

Roadway Inn Lancaster

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:06/04/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 was charged twice for the same room, originally I booked my room through ****** May 1st for the dates May 5-7th for ****** $ but when I went in person they charged my card again for the room ******. It wasnt a security deposit as I paid for that in cash. I spoke to the manager about the problem and he said he will refund and call me back when he researches the problem. Never heard back from them and my refund was never issued.

    Business Response

    Date: 06/24/2024

    I just wanted to let you know that, I received your letter about the guest *******************************.
    The guest stayed at our hotel on the 5th and 6th of May 2024.
    I am sending you the receipt which shows only one charge on the guest's **** card ending with 5638.
    Now The guest is claiming that there is another charge of $159.84 on the **** Card. It should be from ******.com through which the guest made the reservation. So she should contact **************** to get that money back.

    Customer Answer

    Date: 06/24/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 21801206

    I am rejecting this response because: I first made the reservation through ******, so it is the hotels responsibility to not double charge me after that point. As the photo indicates I purchased the hotel first on May 1st, yet was charged again on May 7th AFTER I had made the reservation through ******. Therefore I should be refunded for the second charge. 


    Regards,

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








    Business Response

    Date: 07/22/2024

    Dear Representative
    This is ******************* from *********** Lancaster PA.
    I just wanted to let you know that, I received your letter about the guest *************;*******.
    The guest stayed at our hotel on the 5th and 6th of May 2024.
    I am sending you the receipt which shows only one charge of $135.86 on the guest's **** card ending with 5638. 

    Even if she booked through ******, We haven't received any payment  from ******. There is a Credit Card information on the reservation from ****** but it is still declining.   

    Now The guest is claiming that there is another charge of $159.84 on the **** Card. It is  by the ****** through which the guest made the reservation. So she should contact ****** to get that money back. She should have confirmation email from ****** with their contact details. So please contact ****** and if the guest needs any help from the hotel please contact us. 


    If you have any questions please let me know.


    Thank you

    *******************
    Manager
    ***********
    1492 Lititz Pike
    Lancaster PA 17601

    Customer Answer

    Date: 07/23/2024

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 21801206

    I am rejecting this response because: Again, you charged my card AFTER I had already booked through ******, therefore I should receive the refund through you. If I am given my refund of the 135$ I will be satisfied, as it was the hotels responsibility to not charge me again after my ****** reservation. I will not be satisfied until I receive my money back for being charged two times for the same hotel room. 


    Regards,

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








    Customer Answer

    Date: 07/25/2024

    The first image is the credit card statement with both charges- the ****** charge on April 30, and the in person roadway in charge May 5 a week later when I arrived in person. - the ****** transaction charge has a confirmation code on the credit card statement that I show in the second picture matching it to the *********** Hotel as well as the room details that I paid for from the ****** app. The second charge on the card is the charge I got directly from *********** when I arrived in person. They said I need a card on file, which they then preceded to charge me for another room when I already had one as the photos show. 

    Customer Answer

    Date: 07/26/2024

    So I ended up calling them and they said everything is showing confirmed that the payment went through but when they called the hotel while I was on the phone with them they said something was wrong with the system so the payment NEVER actually went through, even though it was taken out of my account. ****** ended up giving me my refund full which is what the screenshot is and Im satisfied! This case can be closed- thank you for the help! 

Roadway Inn Lancaster is NOT a BBB Accredited Business.

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