Business ProfileforQueen Mary

Booked and paid for harbor view deluxe king room for ******. Full price I. July 2023 for a reservation for check in Feb 16th check out Feb 17th. When we checked in the front desk staff advised that they had oversold the rooms I had booked and was downgrading me to a stand room. And they would give me credit on parking. I did not drive so I didnt need parking. So after much discussion with desk clerk and manager they agreed to a 30% disc. Upon checking out. We came to find that not only did they not credit us they actually charged us an addition ******. We called to speak with them upon discovering the charge on Feb 22 and the female answering the phone preceded to advises that some times when you prepay new charges come up and they have to charge those charges to us and someone should have told us that they did not When Inquired as to the refund for the down grade she advised they refunded us ***** but I advised that this was not showing as a credit but a charge on my card she stated she would send me my receipt showing what they had done. I tried to understand how you could increase a charge after the room had been paid for and she advised she would have to get a manager. She came back said her manager had left and I would need to call back and prices to hang up on me. When I called back she sent me to a hold and never answered again. When I called reservation the gentlemen that answered stated that what she told me was untrue that the only additional charges would be parking. Which we did not have. In summary : I paid for a room I did not get instead of refunded me the additional amount for the lessor room the charged me ****** more and will not speak to me to clear situation up Manager have been contacted twice with no return call