The Renaissance Columbus Downtown Hotel

Additional Notes

Complaint: A hold was placed on my debit card for more than was advised and upon leaving the hotel charged more to my credit card than was on my ******. On 2/3/2012 I checked into the hotel in a regular room and the hotel authorized my credit card for my stay plus a deposit. Shortly after checking in we upgraded to a suite and the hotel authorized my credit card for more money. Upon questioning the second charge I was told that it was an additional deposit because we had changed rooms. On Saturday, 2/4/2012, we had asked for our room to be cleaned before leaving the hotel for my brothers wedding. When we returned around 11pm the room was still not cleaned. My wife approached the front desk and told them that it was unacceptable and they took care of it. We were speaking to an employee by the name of ***** who was trying to be of as much assistance as possible. They had said that they would credit us one night stay because of the inconvenience and that they wanted us to have a nice stay. While they were taking care of that, the alert from my bank account went off on my phone telling me that Renaissance had just authorized another $227.46. At this point we went to ***** and questioned the charges that were pending on our account which totaled the $880.49. She and another employee were speaking to us and stating the we were correct and that much should not have been authorized and that they would contact the bank to take the hold off of the funds that were not supposed to be put there. Once ***** talked to the bank they had to speak to me to give authorization to allow ***** to take care of the charges that were pending. She finished with them and told me that she had to send over a fax and that they wouldn't be able to show it in my account until Monday morning. Although I still was not super happy with the results, she was trying. Monday came and went and the charges were not only still pending, but as of today, $248.11 has cleared my account. Which is in excess of the $232 that my reciept shows I was being charged.

Desired Settlement: I believe that I should not only be given the money that was overcharged to my credit card, but I also believe that I should be credited for the inconvenience of having to take even more time to address a situation that was supposed to have already been taken care of. My last conversation on this subject with ***** was at almost 2am on Sunday morning and she had garaunteed me that it was taken care of. And still more than 2 days later I am still trying to settle this matter.

Business Response: Ms. ********* First I would like to apologize for the inconvenience you experienced at our hotel. I understand that you used a debit card to pay for your reservation and an authorization hold was placed on your card. This is a standard practice and each bank treats it differently on when a hold is released. We believe that because the card was initially declining that it may have continued to try for authorization. Once the actual charge is processed, the authorization will also be released which usually takes 4-5 business days for a hold to be released. For the inconvenience, I am going to issue a rebate for your second night of room & tax. You will be receiving a credit to your card for the amount of $177.46. I hope your travels bring you back to Columbus and that you would give us an opportunity to show you the service we are known for providing.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved