ComplaintsforExpress Inn & Suites
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Saturday, March 16th, 2024, I arrived in ******* after driving here from ********* for work. I arrived at my previous hotel which I thought I had booked, and it ended up not being booked so I had to find another hotel. I found the Express Inn & Suites, located at ************************************************************** for $659.07 and had booked it using Booking.com. After arriving I did not feel comfortable at that location so I located another hotel just a few miles north on ********* Blvd that was the same price. Express Inn & Suites ended up charging me the full amount although I never stayed there and never checked in.It's not right to take the full amount, as I understand that most hotels only charge for 1 night if you cancel. I'm requesting to get my full refund or atleast a refund for the 5 of the 6 days I had planned on staying there.Business response
03/20/2024
The guest ******************* requested a cancellation to his reservation. The guest paid booking.com for the reservation. The management honor the request and cancelled the reservation on March 16th 2024. A refund was issued back to booking.com. If the guest has not received the refund, he should contact Booking.com to resolve the issue.
Attached is the receipt indicating the amount charge and refunded.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.