Facility has charged our debit card the following amounts erroneously:
$259 x 2 plus tax
$199 x 2 plus tax
$129 x 2 plus tax
My husband and I booked a two night stay in a suite with a room rate of $259 per night and upon receipt of the confirmation email we believed we were in one specific room when in fact we were not. We agreed to an alternate room at the facility which lowered the rate from $259 to $199 per night. Due to facility plumbing issues we were asked to not use the bathing facilities in our room but rather shower in an alternate room down the hall which we agreed to for the lower room rate of $129 per night.
Unfortunately the facility has now charged our debit card on three separate occasions for the amounts listed above x 2 ($259 x 2, $199 x 2, and $129 x 2) with no pending credits to date.
Additionally, there have been internal communication challenges within the facility surrounding hotel robes that were not inventoried properly by the facility and we were charged an UNAUTHORIZED amount of $172 which the facility assured us on two separate occasions that they had not done. This amount has also not been refunded.
I am respectfully requesting at this time that due to multiple unacceptable items that have occurred throughout this business transaction that ALL fees be returned to us as the business has deceived us on two documented occasions stating monies were not charged when they in reality they had been. Additionally, while the facility manager, Bailey did contact us on 2.2, she also stated these fees had not been charged.
I requested a follow up call x 2, once on 2.2 and again on 2.3 with no return call as of date. With $1600 in outstanding charges that have not been refunded, this is absolutely unacceptable business practice.
I am respectfully requesting at this time that due to multiple unacceptable items that have occurred throughout this business transaction that ALL fees be returned to us.
These charges include the following:
$259 x 2 plus 13% hotel occupancy taxes = $585.34
$199 x 2 plus 13% hotel occupancy taxes = $449.74
$129 x 2 plus 13% hotel occupancy taxes = $291.54
$172 plus 6% taxes = $182.32
We have reviewed the case internally and the only charges that were applied to the consumer were for the room rate of $129 for 2 nights (plus taxes). The claimed charges for $259 (x2), $199 (x2), and $172 (plus taxes) were voided transactions and were never applied to the consumer's card. We have verified the charges applied with our online reservations system and our accounting department. We have tried to contact the consumer on numerous occasions at multiple phone numbers and email address. We have left several messages with no call back. We are confident at Wildwood Inn that these are false accusations of our business and the consumer was only applied the one room rate for two nights.
(The consumer indicated he/she DID NOT accept the response from the business.)
The only accurate portion of the response from the Wildwood Inn is the only charges that are remaining on our account are the two charges for $129; however, this amount was requested to be refunded as well and to this day this has never been addressed.
Following is the rationale as to why this response is not only not accepted, but completely offensive.
The claimed charges for $259 (x2), $199 (x2), and $172 (plus taxes) were voided transactions and were never applied to the consumer's card.
TRUE: All of these charges were applied to our card and the money was held out of our account for a total of SIX days while the business internally sorted out their accounting. This was an additional $1200 in funds that was unavailable to us for nearly a week and without overdraft protection could have resulted in serious consequences. No apology or explanation has been offered to date as to why the full room rate was changed three separate times versus simply just crediting the difference each time the rate was lowered as a result of inconvenience during our stay.
We have tried to contact the consumer on numerous occasions at multiple phone numbers and email address. We have left several messages with no call back.
After the BBB complaint was filed there was one attempt call made from the business which was returned within one hour of receiving. Upon return call, I had to leave another voice mail message (their phone is never answered real time)and this message was never returned. There were no emails sent. Let me be very clear on this - NO EMAILS have been sent and I am requesting copies of any emails the business is claiming to have sent.
Additionally, the one voice mail message that was left for us stated that "we needed to check our accounts that their records indicated all the charges were "reversed" which would contradict what has been stated earlier in this response as it was indicated we were never charged.
We are confident at Wildwood Inn that these are false accusations of our business and the consumer was only applied the one room rate for two nights.
Everything in our complaint was valid, accurate and true in nature. It was not filed out of vindictiveness but out of utter frustration for everything that we have been subjected to which culminated in over $1,200 of our funds being unavailable to us for nearly a week, being told mistruths on numerous occasions, and not one offer to make any of this right, other than lowering the room rate which was done to compensate us for not being able to use the bathroom in our room and having to go back and forth to another room to shower/bathe.
Additionally, in our original complaint we requested that the entire amount be reimbursed to us for all of the inconvenience that we incurred as a result of this business. To this day this request has never been acknowledged, never been discussed and has certainly not been honored. I am horrified by the fact that this business feels justified in charging us any amount of money whatsoever for everything that has happened. I am insulted by the response that has been received which insinuates that we filed a false complaint which is completely unbelievable as they are well aware of everything that happened, how they RUINED our wedding anniversary weekend and continue to be irresponsible in making amends with a consumer who is innocent in this entire mess.
Until this point I had a small amount of faith that the Wildwood Inn would make this right but apparently you truly have no meaning of quality customer service and honest business practices.
Final Business Response
Mr. and Mrs. ********,
Wildwood Inn absolutely takes pride in our quality customer service and honest business practices. Wildwood Inn has done nothing to be dishonest regarding your stay or any of our other customers. Our staff has been completely forthcoming in regards to your concerns and we have been willing to discuss & make things right for you. We have attempted contact on multiple occasions; several phone calls (to two separate phone numbers) and email. Our staff has been readily available during business hours (9-5) to answer phone calls. As far as the charges, we encouraged you to contact your financial institution in regards to the charges as these were immediately voided transactions on our end. We did not 'hold' any money or 'sort anything internally'. We would be happy to discuss any further concerns you have regarding this via phone call, as always, you can reach us at XXX-XXX-XXXX. Thank you for your time! - Wildwood Inn