ComplaintsforDouglas Inn & Suites
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Complaint Details
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Initial Complaint
05/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We had made reservations to stay at the Douglas Inn & Suites in Blue Ridge. We booked through Booking.com. A mistake was made, and the reservations were made for December 25 to December 30th. We arrived at about 3 am on December 26 and when we were met by the front desk employee we explained that we were only staying until the 29th and would be checking out on the morning of the 29th. We explained that we were therefore only staying for 4 nights (25th, 26th, 27th and 28th) and not for 5 nights as stated in Booking.com. The employee still charged my card for 5 days (on the 26th, when we arrived) and explained that we would have the extra night's fee of $113.85 + tax returned. I asked why this could not be done right now and he claimed that only the owner could reverse a transaction. Feeling that this was a reputable business that things would be cleared up before we checked out. On the day we checked out (Dec. 29) the charge had not been reversed. The excuse was that the owner was out of town. Even worse is the fact that my mother-in-law (MIL) was also staying at the hotel and had booked her own room and the same thing had been done to her. She is 80 years old and on fixed income. I explained all that on many of the phone calls I made to the business. I have had many calls to the business to ask for my refund and for my MIL's refund. I called on 2/15, 2/16, 2/22, 2/28, 3/30, 3/31 (twice), 4/15, 5/9. On the 4/15 call I was told that the owner would send a check. That has not happened. I called on 5/9 to let them know that we had not received the promised check. They said that I gave them the wrong address, which is not true since they have my address on the bill. At this point, I get the feeling that all they want to do is keep the money they owe us. Every time, their excuse is that the owner is away (as in abroad) or that he will call or that they will send the refund in the form of a check. I am at my wits' end. I also really want this for my elderly MIL. HELP!Initial Complaint
05/10/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The hotel staff person, male, Middle Eastern descent, was rude, unprofessional, and downright DISRESPECTFUL. My husband booked this hotel because the advertisement stated it was pet friendly. He recently lost both his parents to COVID and wanted to decompress and my birthday was coming up so he decided to take my 14 lbs. Min Pin and I on a short trip to **. While on the local train, this worker called my husband and started yelling that no pets were allowed and he wanted us to get out now. We explained we were travelling on the train and could not get off. The hotel worker stated he was going to move our belongings out of the room and charge us an additional $250 for the dog. My husband explained that we booked through ** and the advertisement stated the motel was pet friendly. The worker stated they shouldn't have told you that and you need to get your stuff out of the room. We travelled out of town for this trip and wasted money, time and mistreated.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.