ComplaintsforCountry Inn & Suites

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked a hotel in early Oct 2023 for a Nov 27 stay (free cancellation until a few days before stay). The day after we booked, we cancelled reservation and received cancellation confirm stating no charge. We noticed we got charged around Dec 1 and made our first call to the hotel. They said we were charged as a no show, but after looking they agreed we cancelled well in advance & were due a refund. They noted that they went through a system migration on the day of the stay which resulted in the accidental charge. They stated the GM was the only one with access to the old system & he would process the refund when he got in. We proceeded to call/email roughly weekly throughout December and kept being told that the GM was aware and would get it processed. Around Jan 4th I called Choice Hotels (the corporate office) and filed a complaint. They followed up with the hotel and told me that the GM would process the refund and to call back the corporate office in a few days to verify. I called back as told, and Choice checked with the hotel and was told that the refund was processed but since it was in an old system they couldn't tell me the date, but to check back in a week. I waited a week and still had no refund. I called back Choice, and they called the hotel and gave me a direct line to the GM. Since it was a franchise, Choice couldn't directly issue me a refund (but confirmed my story that all parties agree I was due a refund). I called the GM and he said he had NOT processed the refund but would. Another week goes by and I called the GM back on 1/24 and he had me send my CC as they didn't have it on file and processed a refund. Once the transaction posted, I was given a $170.09 refund on the original card but was actually charged a new $170.09 on the new CC. I emailed him on 1/30 AM to notify it didn't work and got no response until 2/1 when I called. The GM stated that everything looked right on their end and I need to work with my bank. He wiped his hands of it.

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