ComplaintsforCandlewood Suites
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Complaint Details
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Initial Complaint
01/23/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On the morning of January 5, 2024, I booked a hotel for a January 7-9, 2024 stay in Houston, TX at the Candlewood Suites Houston Medical Center ***** * *********** The cancellation policy for this reservation is pasted below: "Cancellation Policy: Canceling your reservation before 6:00 PM (local hotel time) on Saturday, 6 January, 2024 will result in no charge. Canceling your reservation after 6:00 PM (local hotel time) on 6 January, 2024, or failing to show, will result in a charge equal to the first night's stay per room to your credit card or other guaranteed payment method." Later that same evening on January 5, my plans changed and I cancelled this reservation at 5:30PM. The cancellation confirmation # was ********* * A few days later I noticed a charge for my credit card of $787.64 which was the full amount of the booking. When I called, a woman named Francy * ********* ** ***** * ********** said it was a cancellation charge because I did this “during busy times” and they can’t hold the room for me. I explained that they can’t change the written terms on the reservation but the woman just kept saying “it was busy times”. She offered to refund me HALF of the amount which I explained still isn’t meeting the terms as I should have no cancellation fee. When I asked to speak with her supervisor, she hung up on me. Later we called *** to get their support, and they agreed that we should be refunded 100% and opened a case (#10536960693). After that I saw a refund but it was still only HALF of the amount - $393.82, so I called *** again. They said the hotel owner/manager was fraudulently holding my funds so they couldn’t offer me a cash refund (only a free night stay at an *** property). I still believe I am owed the $393.82 as that’s what the agreed upon terms were on the original res. Also, since it was national championship weekend, I know the hotel was fully booked and actually turning people away without rooms (see reviews online).
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.