ComplaintsforSmart Stay Inn
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Complaint Details
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Initial Complaint
02/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Booked a hotel though: Hotels.com ( *************** for my ******er: ********* **** and her husband for Feb: 16 (che** in) - Feb 18 (che** out), with my credit card which was charged. Called hotel and asked if I needed to come in since it was my card. They said no, and that she could use her Credit Card for file (incidentals). They ended up charging her card also for the two nights. I have been calling multiple times to contact the manager, with being told that the manager is not in, they do not know when he will be ba**. My ******er has been also calling to get a hold of the manager - without being contacted. Will you be able to assist in reaching someone as they charged twice for the same service. To include taxes and service fees. I only want to be billed once not twice.Business response
02/22/2024
Our clerk ***** accidentally charged the guests card upon che** in for a prepaid reservation vs. holding a smaller amount for incidentals, guest ********* **** called to inform us Tuesday and we refunded the charge to her **** immediately and apologized for *****'s mistake. Attached is the proof of refund prior to ****** calling you all to make a complaint. ******er mentioned upon time of refund that she would personally inform ****** of resolution and that the issue was resolved and complete. We have since attempted to call ****** to explain with no answer or call ba**. Not sure why we are receiving this nonsense via BBB for a simple clerk error that was corrected immediately upon management receiving complaint.Customer response
02/22/2024
This is not nonsense as I can see additional charges made to her account as of February 20, 24.
we are continuing to await the refunded amount.
we where trying to take care of this matter as of Friday 2/16/24, with ongoing statements of the manager is not available. There was even issues with dirty sheets on the bed with her being asked to change them herself.
we will continue to await for a refund.
respectfully,
******* ***********
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.