ComplaintsforQuality Inn
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Complaint Details
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Initial Complaint
11/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I made a reservation for one person, one room, basic rate for the Quality Inn Santa Fe, NM. For Oct 8,9,10 2021 via Booking.com the previous week. Somehow this became two rooms and double the quoted price per room. With some difficulty and some hours spent I was able to cancel this reservation and confirmed the cancellation directly with the hotel and Quality Inn’s own website. I then made a reservation for the same dates, one person, one room as previously on Quality Inn’s reservation website. Again I was reserved two rooms instead of one. With more phone calls to the Quality Inn reservations line and direct to the hotel the extra room reservation I never made was removed. Arriving at the hotel, once again somehow I had two rooms and my credit card was billed for both before I had even arrived. Checking in. I was assured this would be cleared up by the day manager. On Oct. 10 I spoke to the day manager and was told the second room billing charge would be removed when I checked out. It wasn’t. I have filed a dispute with my bank and they are in the process of investigating. Aside from the poor condition of the hotel and room, the persistent over billing and misinformation from the hotel staff, and central reservations strikes me as attempted theft and fraud. Without a careful and timely review of my credit card charges this could have easily gone undetected.Customer response
02/18/2022
Our bank has resolved this in our favor. A recession is no excuse to attempt to rip people off and lie about it.
The hotel never ‘reached out’ to us. They attempted to double bill us twice, lied about doing so, never attempted to resolve anything then lied about doing so and never communicated or refunded anything to us directly.
Should anyone be foolish enough to stay, be prepared for missing or inoperative equipment and dirty worn furnishings. Always, always use a credit card.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.