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Red Lion Inn & Suites

Phone: (503) 472-1500Fax: (503) 474-1171

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
12/02/2014Problems with Product / Service | Read Complaint Details
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Complaint
I made a reservation for a room with a King Size bed through *********** on 1 November, 2014 at the Red Lion Inn in Mcminnville, Oregon. The room rate was to be $110.99. I drove to the hotel on 2 November and the male clerk said they did not have a reservation for me *********** I gave them the reservation # and offered several times to show them my receipt from ********** for the paid up reservation which was on my lap top computer but they were not interested. They made no effort to contact ********** to verify that I already had a paid up reservation.
Since I needed a room for a business meeting I was forced to pay for a room @ the Mcminnville, Oregon Red Lion Inn with my credit card for about $100 even though I (and they knew) I had already paid for the same room through *********** I also knew that I would be charged for the room through ********** since the charge through them was non-refundable.
I told them it was very likely I would be doubled billed since I had already paid for the room through *********** They said they did not think that would happen.
On 5 November, 2014,I checked my pending credit card charges on line. Sure enough, there were two charges for the same room. One was for $ 110.99 from ********** and the other was for $134 from the Mcminnville, Oregon Red Lion Inn. (Note that there regular room rate for the King Size bed room is only $ 99.94 without using ************
I then called the Red Lion in Mcminnville, Oregon at XXX-XXX-XXXX to rectify the situation. The person I talked to, *******, (she would not give her last name) said she would contact the hotel manager, one ******** ***, and have her contact me by telephone. ******* refused to give me the phone # of said ******** ***. I waited all day for a phone call from ******** ***. She never called. After several conversations with ******** she said the charge from the Mcminnville Red Lion Inn had been taken off my pending credit card charges which I confirmed by looking online. On 5 November, 2014 ******* stated that ******** *** would call me which to this moment she never has.
I thought that since the charge from the Red Lion in Mcminnville, Oregon had been taken off my pending credit charges that the situation was over.
However, on 7 November,just to be sure, I again checked my pending credit card charges and now there was a new charge for $103.54 from the Red Lion Inn in Mcminnville, Oregon. (It had been $134 before).
I again called ******* for an explanation. She basically would not talk about the situation and directed me to the manager, ******** ***, who has yet to call me.
******* said that ******* *** also manages several other hotels in the Mcminnville, Oregon area but she would not divulge their names.
******** *** has yet to contact me as of 9:32 PST on 7 November, despite numerous statements by ******* that she had contacted said Kimberly so my complaints could be resolved.
I am concerned that 1. I am being charged twice for the same room 2. What is to prevent the Mcminnville, Oregon Red Lion Inn from further using my crdit card information to further bill me?

Desired Settlement
1.Refund of my $ 103.54 and assurances they will no longer bill charges to my credit card.
2.A written apology from ******** *** for the failure to contact me in a timely manner to resolve this complaint.
3. Assurances that the Red Lion Inn will change their training policies for employees so that when a customer shows up with documentation that a room has already been paid for through a third party carrier, that it will be further investigated and not ignored.

The root cause of this complaint was the failure of the clerk on 3 November to perform due diligence to validate my assertion that the room had already been paid for through the entity of **********.

Business Response
On the same day that *** ***** had called our property to inform us of this double charge, the front desk agent was able to contact the third party to confirm that he did indeed have a prepaid reservation. She called *** ***** back and let him know that his card was refunded. At this time, I the manager was not informed that he needed a call back since the credit card was refunded for the amount charged. However two days later *** ***** called back and demanded to speak with a manager, I did call him back that same day, he explained again to me what had happened. I apologized to *** *****, and did let him know that all the staff will receive training regarding this matter and how to handle this in the future. I e-mailed *** ***** a copy of the refunded card that we had already processed previously. He informed me that although it had been resolved, he will still be sending in a letter to the BBB.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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