Complaints

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• Initial Complaint

  Date:02/27/2023

  Type:Billing 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.

  On February 18, 2023 at approximately 8:30pm my family and I entered the hotel. I handed the gentleman my bank card and checked in as usual. We were handed key cards to enter the room they did not work, we were given at least 4 different key cards that did not work. The gentleman even walked up to try the keys and they did not work so my family and I called a family member in SC and stayed with them until Monday February 20. Before we left the gentleman advised that he would be issuing me a full refund for the amount of $272.72 and that it would take time to show in my account. I received a statement for a two-night stay and we did NOT stay at this hotel. I spoke with Janet, Mikalya, & Paula at the hotel who have all said they were looking into the matter. They claimed to have checked security footage, key card records etc. and would refund once they did. February 24th I called back and spoke with Paula and she claimed the gentleman let us in the room and we stayed the weekend. She acted as if she knew nothing about checking security footage and key car information. This information is false and there should be footage showing my family and I leaving and never returning. Paula was NASTY and threatened to end her investigation and was very passive aggressive in trying to make me "believe" that I stayed at a place that I did NOT. My family and I left after several attempts of trying to access the room. The maids and other people should be able to vouch for the room never being touched. I want this place investigated and I want a full refund.

  Business Response

  Date: 03/01/2023

  03/01/2023

  Good Morning,

  On September 18th 2023, ******* ***** checked in with ****** ****** our front desk agent.  It was a sold out night and all rooms were scheduled to be occupied.  After the check-in process this guest went to the room and their keys were not working.  They informed the front desk and a new set of keys was issued.  These keys also did not work.  Elijah then gave them the final back up keys to the room, the last chance keys used before we walk down and let them in.  These keys as well didn't work and Elijah then walked down with them and let them in the room.  As you can see by the document I attached, access was granted to the room at 8:57 PM.  The guest entered the room.  Shortly after they walked out the front doors without talking to Elijah.  No one was notified that the guest would be leaving or "checking out".  We have plenty of guests that check in a room and then leave the hotel to get something to eat or go out.  It was not unusual for them to go to the room then leave.  Elijah witnessed them leaving but had no indication they were checking out of the room. Due to this guest NOT informing us they were checking out, we held that room for the length of their stay. 2/18/2023 to 2/20/2023. We had no indication they had left as we do not just open guest rooms while they are occupied.  It was only upon their check-out date did we realize the room seemed pretty clean but that happens too in this business.  We held this room not only on a sold out night but the next night as well.  The guest called us after her check-out date to complain that we had charged her.  Janet W***, the Front Desk Manager spoke with Takiera.  Janet asked her who she had talked to about checking out.  This guest stated to Janet that she told no one and that we should have just "KNOWN".  It would be our policy to return funds to a guest who checks out within 30 minutes of arrival.  Had this guest simply notified us that they were unhappy we would have not charged for the room.  However, because she notified no one, the room was held for them.  In turn we would loose two days of revenue because this guest chose to just leave without notifying us.  As far as we are concerned, we gave them access to a room.  They entered the room.  The room was clean, free of odor and there was no reason this guest couldn't stay.  Maintenance did look at the door and there didn't seem to be any issues with the lock.  The front desk agent normally is required to be at the front desk of all time therefor does not know if they were using the key card correctly.  This guest has lied to us, become unreasonable and we are unable to communicate to her based on her attitude.  We are sorry they did not inform us.  We could have resolved this issue at that time and we could have resold the room for a higher amount.  But again did not resell the room because we were not notified. 

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Elijah was notified of us checking out of the hotel. He assured me that I would be refunded and his “last chance” of trying to let us in we advised him that we were uncomfortable because the keys did NOT work. In addition one of the hotel employees that I spoke with over the phone advised that there was a malfunction that the hotel was aware of. The key card system as well as security camera footage can prove that there was NO entry or exit or any kind of activity from that room all weekend as we DID NOT stay there. She mentions that guest leave all the time and I’m sure that is true however that late at night with an empty lobby who is leaving with ALL of their luggage after “checking in” a few minutes prior?? It is not my fault your employee neglected to inform staff and rebook the room. I did not stay there and the manager just confirmed that in her statement and I want to be refunded and I want an apology. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 03/02/2023

  As stated before, this guest gained entry into the room. Left the hotel without notifying the front desk and we held the room off the market for 2 days.