I rented a room late in the evening because I thought I was stranded 90 minutes from home. The gentleman at front desk gave me my room number and pointed me in the general direction. As I searched for my room, farther and farther back from the road, I noticed the almost emtpy parking lot getting darker and darker. Once I realized that my room was at the back of the hotel, with no lights down the walkway, I walked back to the front desk. The man who checked me in had been watching me on the camera, and was laughing because I had difficulty finding my room in the dark. I informed him that I would not be staying...I would like my card refunded, he became irate and stated that my card was never charged and that when the batch was settled the transaction would not go through and the funds would not be held from my account. The next afternoon, I noticed that the funds were taken from my account. When I called the hotel and spoke to LuAnn, explained waht happened she to became angry, began to yell at me and told me there was not even a record of my card even being run and I had to deal with my bank then hung up. The merchant center at my bank told me that if a staff member from this hotel were to call and give some information they would remove the hold on the funds immediately. The hotel REFUSED to do so. Three days later, the money still has not been credited back to the account. When I attempted to speak to the General Manager Allen, again I was treated with more angry words and disrespect. At this point, I only hope I can get the money refunded because apparently customer service and positive guest experience is NOT a prioirity at this hotel!!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
8 November 2011
Dear Ms. Jenn,
First off all I would like to apologize for the inconvenience we may have caused you. I would like to assure you though that we have not charged your debit card for any amount and thus cannot issue you any refund as you expect us to do so. What you think is a charge by our hotel is actually a hold on your account caused due to your card getting pre authorized when you initially checked in. It could take anywhere from 3 to 12 business days for this hold to drop off. In certain cases the drop off on the hold can be expedited if you would have your bank call us. It is beyond our control as to how long your bank takes to release the hold.
Secondly, I would like to apologize if you felt that we talked to you in a disrespectful manner at any time. My associates were simply frustrated because of your countless phone calls and your failure to understand the way the process works. We were simply trying to make you understand that the hotel has no control as to when the hold would be released.
I am sure that by now your bank has released the hold and hope that you would consider staying with us in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
