ComplaintsforDays Inn Carbondale
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Complaint Details
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Initial Complaint
07/12/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
ot honest people. Terrible customer service. Booked a room one year ago, due to COVID. One year later, they charged the room but I did not go there because completely forgot due to COVID. I expected full refund because the staff at Days Inn SHOULD HAVE sent a REMINDER email to customers due to COVID. Like the other places I have booked, they all contacted me via email to ensure if I was still coming or not. Very thoughtful of them to double check because of COVID, things changes every day. Nice of these people to remind me & I was able to cancel the reservation without being charged. But this specific hotel, Days Inn, did not do it's customer service job and decided to charge me without asking to double check like the other hotels!!! I'd like a full refund due to the fact that due to COVID, things changes every day and the hotel staff should have sent a reminder email to customers. Like all the other hotels contacted me even by a phone call they made sure.Business response
07/12/2021
BBB Case #: ********
Hotel Site #: *****
Customer Care Case #: *******
Dear Clay ********:
Thank you for notifying our office of the concern filed by ******** ******** at the Days Inn by Wyndham property in Carbondale, CO. To assist in reaching a resolution, I’ve informed the property’s general manager of the situation. The general manager will contact the guest on or before July 21, 2021. As a company, we’re committed to delivering a great experience with every stay with us.
Please note that our email address has changed. If for some reason this concern is not resolved, please contact me directly at ********************* and I will personally help address the guest's needs.
Brenda
Liaison, Customer Care
Wyndham Hotels & Resorts, Inc.
Office: ************Customer response
07/12/2021
Better Business Bureau:
I have reviewed the response made by the business. This is not yet resolved. I am still waiting to hear response for a resolution.Regards,
******** ********
Customer response
07/13/2021
from: ******** ******** <******************>
to: Clay ******** <***********************>
date: Jul 13, 2021, 11:46 AM
subject: Re: Complaint ID ********
Read their response. I am still NOT accepting their response. No offers were made.
They should HAVE contacted me before they used my credit card to REMIND me in
advanced like other hotels and places does. They've contacted me in advanced to
double check with me to see if I was still coming or not. I thanked them for doing that.
That is what Days Inn should have done due to COVID. People constantly changing
plans and forget. I want a full refund back.Business response
07/13/2021
I'm sorry you feel this way, however, we did hold your room for arrival. We only charge no shows when we are 100% full and this was the case on the night of your arrival. Please note, we did preauthorize your credit card on the morning of your arrival to let you know that we had a reservation for you that evening.Business response
07/14/2021
from: Michael M******** <***************> via ***************
to: Clay ******** <***********************>
date: Jul 14, 2021, 8:59 AM
subject: Re: You have a New Message from BBB Regarding Complaint #********
Clay,
We do not charge no shows unless we are 100% full and we did sell out on this particular day. No refund will be given. We notified customer when preauthorization of customer credit card was done on the morning of arrival.
Michael M********
Carbondale Days Inn By Wyndham
*** ***** *****
*********** ** *****
************
Fax 970*********
***************Customer response
07/15/2021
Complaint: ********
I am rejecting this response because: I was NEVER notified with the "preauthorization of customer credit card was done on the morning of arrival." I received the emailon July 12th - 4 days later. Therefore I never received it. I want 100% refund because I never got that email 4 days later, which is inappropriate.
Regards,
******** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.