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Business Profile

Hotels

Courtyard by Marriott Phila City Avenue

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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Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:06/17/2024

    Type:Billing 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.
    At the end of January I contacted the Courtyard by Marriott on City Avenue to schedule a 75th birthday party for my mother. I was then offered a time to view the room then select the buffet that I would like to have catered. I was then informed that to secure the room for April 13th, I would have to make an initial deposit of ******. I made this initial deposit on February 14th, 2024. I made this deposit using my ***** *********** I then spoke over the phone to *************************** who is part of the sales/ event team on April first. She then sent me an invoice for the remaining amount to be paid before the event. The remaining amount was ******* which was paid and debited from my ***** ********** on April 1st. The total amount for the event was ******* which I had paid in full on April first. When I reviewed my ***** Fargo account I saw that I owed *******. I thought this was an error because I just finished paying off the credit card. When I called ***** Fargo they stated that my account had been debited on April 16th, 2024 for that amount. I told them that Courtyard was not authorized to debit my account and that I had already paid the entire amount, so they had no reason to attempt to make the unauthorized withdraw. I have been trying to get in contact with ****** for over a month. I have left voicemails that have not been returned. Also, I have spoken to other people in sales, and they have just referred my back to ****** since she is the person that handled this transaction. When I called to speak to a manager, they stated that the person was not in today. I would like to get back the ******* that was withdrawn from my **** on April 16th 2024.

    Business Response

    Date: 07/09/2024

    Subject: Apology and Refund Confirmation for Double ************************************************* hope this correspondence finds you well.

    I would like to extend my sincere apologies for the inconvenience and frustration caused by the double charge on your ***** *********** After reviewing your case, we have confirmed that the charge on April 16th, 2024, was indeed an oversight on our part.

    We deeply regret any distress this may have caused you, especially given the efforts you have made to resolve the issue. Please rest assured that we have processed a full refund of $3055.32 to your ***** *********** The credit should appear on your account shortly. Also, you will find a copy of the refund folio for your records attached. 

    We understand that this experience may have caused significant inconvenience, and we are taking steps to ensure that such errors do not occur in the future. Additionally, we will be addressing the communication gaps you've encountered to improve our customer service.

    If you have any further questions or need additional assistance, please do not hesitate to contact me directly. I am here to help and ensure that all your concerns are addressed promptly.

    Thank you for your understanding and patience.

    Warm regards,

     

     



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

    Accounting Manager

    Courtyard by Marriott on City Avenue  


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

    Business Response

    Date: 07/09/2024

    Subject: Apology and Refund Confirmation for Double ************************************************* hope this correspondence finds you well.

    I would like to extend my sincere apologies for the inconvenience and frustration caused by the double charge on your ***** *********** After reviewing your case, we have confirmed that the charge on April 16th, 2024, was indeed an oversight on our part.

    We deeply regret any distress this may have caused you, especially given the efforts you have made to resolve the issue. Please rest assured that we have processed a full refund of $3055.32 to your ***** *********** The credit should appear on your account shortly. Also, you will find a copy of the refund folio for your records attached. 

    We understand that this experience may have caused significant inconvenience, and we are taking steps to ensure that such errors do not occur in the future. Additionally, we will be addressing the communication gaps you've encountered to improve our customer service.

    If you have any further questions or need additional assistance, please do not hesitate to contact me directly. I am here to help and ensure that all your concerns are addressed promptly.

    Thank you for your understanding and patience.

    Warm regards,

     

     



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

    Accounting Manager

    Courtyard by Marriott on City Avenue  


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

Courtyard by Marriott Phila City Avenue is NOT a BBB Accredited Business.

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