ComplaintsforYosemite View Lodge

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I originally booked the lodge via Expedia for 4 nights, from 4/3 to 4/7. Upon arrival, Yosemite had a storm and I could not visit the park. In the morning of 4/5, I thought about just checking out early. I went to the front desk and asked if I could do so. A male staff in his 30s told me that they had no problem with me checking out early as long as I did so through Expedia and the unused nights would be refunded. I followed the instruction and contracted Exedia. Upon receiving an email confirmation from Expedia, I checked out.A few weeks went by, there was no refund. I called Expedia and was told that the hotel refused to refund my unused nights. My total booking was $1,462.29 for 4 nights. I only stayed for 2 nights. The refund should be $731.15.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 24th through the 26th, 2022, I stayed over at the Yosemite View Lodge in El ******, CA. I made the reservation through Hotels.com a few days earlier. I paid the total amount of $510.76. Upon check-in, I was asked to provide a credit card as a deposit, which I did. No problem. Approximately six weeks later, while meticulously checking my bank statement, I noticed that charge from Hotels...but a separate $441.48 directly from the hotel. I had no idea what that was about and so naturally, I called. I spoke with an assistant manager there on the June 2nd. After inquiring, he told me that it was a simple mistake. UNACCEPTABLE! That is not an acceptable "mistake" to make...taking hundreds of dollars from a customer's account. How do I know that this was not done on purpose, with the intent to feign ignorance if I were to catch them which I did?! As far as I'm concerned, they unlawfully took money from my credit card. I told him that I would be expecting a call back from the head manager to explain and that I would also be expecting a generous compensation. Well, I received neither, even after I called back a second time on the 7th asking the same. I am simply being ignored. I did notice that after my original call on June 2nd, they did credit me $433.90, not even the whole amount! I have the names of everyone I spoke with.

  Business response

  06/16/2022

  This guest booked a two-night reservation for Yosemite View Lodge through Hotels.com and paid Hotels.com directly for the room charges. Upon checkout, he should have only been charged for incidentals and additional fees but was mistakenly charged $441.48.  Our arrangement with Hotels.com is that it collects from the guest and then we submit a charge to their system for the payment less the commission it receives.  In this instance, our clerk innocently charged the guest’s credit card rather than Hotels.com.

   

  When the guest called inquired about the charge, our staff recognized the error and immediately reversed the guest charge and submitted the charge to Hotels.com for payment.  At no time did our motel collect two payments.

   

  The small balance that was not refunded was the amount the guest would have owed upon check out; however,  we have credited that amount back to the guest as well.

   

  Upon his return to the office, the GM called the guest and explained how the mistake occurred and how the contract works with Hotels.com. The GM offered the guest two free nights in the motel, which was very generous under the circumstances – especially for an innocent error which was quickly rectified.  The guests countered with a demand disproportionate to the minimal harm he encountered.

  Customer response

  06/16/2022

   I am rejecting this response because:
  
  

  The offer given from the General Manager falls short of reasonable compensation given the gravity of the circumstance.

  According to him, I'm supposed to feel good or rely on the word from the manager that it was an innocent mistake. Even if it was accidental, it would still have been an "innocent" THEFT from the the business to the consumer. They took HUNDREDs of dollars from me that I did NOT authorize. I only caught this over a month later because of due diligence on my part. The business in question (and especially the management) failed to put the processes in place to ensure that these unacceptable mistakes don't happen. That's a MAJOR failure and GROSS NEGLIGENCE on their part and that's only the best case scenario. 

  
  

  When the manager called to speak with me, I listened to what he had to say but reiterated my demand for compensation. I did NOT demand extra financial compensation, something that I believe I could have easily expected. I simply requested a five night compensation. He countered back by offering only one. After we spoke a bit more, he upped to two. In the spirit of agreement and being reasonable, I offered to meet him "halfway" to a three night compensation, to which he turned down. Yosemite Lodge, from what I've witnessed, was nowhere near full capacity. In my strong opinion, offering me three nights stay would hardly cost them the price of extra soaps, shampoos, coffees, electricity used and housekeeping services. In other words, it would have only tailored a relatively modest marginal cost...Again I was not demanding any extra financial compensation. I strongly believe that giving me THREE night's stay given the circumstance that the hotel took HUNDREDS of dollars from me without my authorization, is very reasonable. Giving me these three extra nights may also drive the point to them that they definitely need to be more careful. 

  
  

  In light of this, I'll be requesting that 1) The hotel provides strong, unequivocal proof that this was an accident and 2) that they provide me with a compensation of free THREE night's stay. I will even be so reasonable as to negotiate with them the times to ensure that it won't be during a potential peak season in which my compensation could result in a significant financial loss. I believe I am being more than reasonable.

  
  

  Thank you BBB for your help.

   

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