ComplaintsforNorwood Inn & Suites

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved a room for 1 night on July 21st, 2023. When my family and I came to check in at the hotel, the women at the front desk stated she is currently working on canceling many reservations and that we could stay the night due to a pipe that burst. I asked if I will not be charged the night since the hotel is the one canceling my reservation. She stated that I wouldn't be charged. She stated if a person reserved on Expedia or a site such as that- I would have to go through them, but I told her I booked through Norwood Inn and Suites ************ site and she said, "then your fine you won't be charged". The following day the charge was on my credit card. I called the office and the women that answered stated "you will have to go through booking.com". I stated that I didn't reserve through booking.com and booked through the hotel directly. She stated she will call me back. No call back. I still have the charge for the night on my card.On my credit card online statement it shows as:Transaction07/22/23 Posted07/22/23 Reference #********QS66LAT4F DescriptionNORWOOD INN MERRILVILL Amount$55.44

  Business response

  07/29/2023

  This guest booked a hotel for the check-in date July 21, 2023 and check out July 22, 2023. They didn't show up at the time of check-in. We have hold this room for them even on our busy days. We haven't got any update from the guest regarding cancellation. We have clearly mentioned our no show and cancellation policy at the time of creating reservation. We can issue refund as it was captured based on our policy.

  Customer response

  08/11/2023

   I am rejecting this response because:
  
  Hi ******,
  I apologize I'm a little confused in their response. We did show up to check in around midnight and the lady at the desk stated they were canceling people including us due to a pipe that burst. She stated so she's been on the phone trying to cancel a bunch of people and I too was on this list. I asked her if they will charge me since they are the ones canceling. She said no we would not be charged. 1 day later we were.
  
  Did their response state (we can issue a refund?) OR are they stating they are not?  
  
  If not, I do have my credit card company going to reverse the charge if they don't refund my money back to the card as I filed a report with them too.
  
  
  Thank you,
  ***************************
  

  
  

  
  

  Business response

  08/16/2023

  Greetings,

  This guest have booked two rooms for July 21 as check in date and July 22 as check out date. They haven't requested for free cancellation. We have hold a room for this guest even on our high occupancy. During our night audit process we have captured one night payment based on our no-show policy. Usually we will capture one night payment for all the rooms, but for this guest we have captured only one room charges. The guest claimed a false statement. I have shared the guest recepit for your reference.

  Customer response

  08/17/2023

   I am rejecting this response because: 

   I was not a now show- we showed up and were rold at the front desk that (DUE TO A PIPE THAT BURST) we could not stay there and (THEY) needed to cancel our rooms. I was told by the women at the desk (WE would NOT) be charged since (the ****** was canceling and not me. 

  after I called when I saw I did get charge I was told they don't have record of me. I see that they do- so on top of this it has been poor customer service and lies to the customer. I would like a refund as this was not me canceling- we would've stayed the night. I walked in with 2 of my kids to (check in). Thanks.

   

  
  

  Business response

  08/20/2023

  We would like to provide an update regarding the complaint mentioned above. We encountered a sudden water leakage problem in our hotel, which was unexpected. All the floors were flooded, making it impossible to accommodate this customer. It would have been very difficult for them to stay in such conditions. After discussing the matter with the Hotel Manager and considering all the facts, we have decided to provide a full refund for this customer. We have successfully refunded the charge for one night, and it may take around 5-7 business days for the refund to be credited to their account. We apologize for any inconvenience caused.
  
  
  Thanks & Regards,

  ************,

  Marketing Manager.

  
  
  

  
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have stayed at the Norwood inn and suites ************ Indians location since May 16th, 2022 to present and spent over $8500.00 in that time frame for the rooms. During my stay I have endured days without running water, police activity, people selling drugs and doing drugs in the hotel, as well as a fowl smell coming from the room next to me from housekeepers not taking care of the 4edogs, cats and kittens and whatever else might be living in that room 250 . Not to mention my air conditioning does not work in my room. I have informed the front desk of these issues and have been ignored. Had to purchase my own towels and take bedding to laundry mat to wash because the one time I left it outside my door I had to fight to get it back. The housekeeping staff lives in the hotel and party poolside so the paying quest cant even use the pool which is a health hazard since its rarely vacuumed or maintained. Since I have been here the lawn has never been mowed and is overgrown. Not once have I been discounted or even been acknowledge when bring up the issues. On 8/19/2022 I attempted to speak with the manager *** and was told she could not talk to me she was doing paperwork. I have brought these issues to *** at the front desk and get nothing. The only helpful person in this hotel is ****** who works the afternoon and nightshift but there is no maintenance at those times and she is not even able to get towels for guest due to the housekeeping staff locks it up and will not assist guest at night and remember they live here for free while paying guest are treated as if they don't belong here.

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