ComplaintsforMicrotel Inn & Suites

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife called to reserve four nights at this hotel for 02/05-02/08 , a four night stay Monday to Friday morning checkout. With my employer's corp discount she was quoted $320.92 for the stay. That Monday before check in I received a call, hotel manager, my lucky day, free upgrade. Checked in tired, admittedly didn't read papers, next morning was charged $512.27. Out of work early sick, got to speak with older woman at front desk, said my room was bounced alot before the call that it dropped the discount. That $320.92 was right & I would received 2 separate refunds equalling the difference. Since sick checked put a day early, young man at desk confirmed pricing error gave me 2 receipts, one he altered by hand showing the mistake. Said if not refunded in 72hrs to call back. I received around $84 in refunds so I call lady I spoke with agreed said I'd be seeing the rest. Some days went by & nothing. Saw a review email, filled it out explaining all this, received an email from manager saying I signed papers at higher price and wouldn't be receiving anything else, even tho the over charge had been acknowledged 3 times after the fact by employees even at checkout, receipts I was given etc. Just received more email remarks. Even acknowledging she hadn't spoke with the employees who promised the refund. Provided is the receipt with the employees writing.. the young man 20 he said, had poor penmanship.

  Business response

  04/11/2024

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********

  Dear Contact:

  Thank you for notifying our office of the concern filed by ****** *********** at the Microtel Inns and Suites property in Delphos, OH. Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s expectations.

  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. This means that the property’s management is responsible for meeting brand standards and for day-to-day operations. After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. The general manager, "*********" provided an update in the concern stating that management feels they have been more than fair with the partial refund; however, did request the guest to forward the quote to them. The email address for the property is microtel.delphosoh@gmail.com, please have the guest communicate with the property via the provided email address.

  Once again, we apologize for any inconvenience this may have caused.

  Please note our email address has changed. If your offices require more information on this matter, please contact me directly at *********************.

  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts. Inc.

  Customer response

  04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I was quoted a price, promised that price 3 times after the over charge, and after the fact am being told "nope, you get this new price, one that wasn't discussed at all." If this company is allowed to do this scam to other customers, it could ruin countless families. I understand hurt feelings over my public review but choosing to not give the price you quoted, and then promised after the over charge isn't anything but theft. Where is the young blonde man that checked Me out? Did he not insure tye refund before I left? What did the security system or woman working day shift that Monday have to say? Was the admission of guilt on the Microtel side or mine? To be honest it's ridiculous it's gone this far. 
  Sincerely,
  
  ****** ***********

  Business response

  04/12/2024

  BBB Case #: ********
  Hotel Site #: *****
  Customer Care Case #: ********
  
  
  Dear Contact:
  
  Thank you for notifying our office of the concern filed by ****** *********** at the Microtel Inns and Suites property in Delphos, OH.
  
  Our brands are committed to assuring that all of its properties provide great service and quality accommodations. This guest’s comments have made us aware of an instance when one of our properties did not meet a valued customer’s expectations. 
  
  We regret that the guest had to contact you and our office regarding their concerns with the property. Each property is independently owned and operated under a franchise. We do not have access to their billing information. This means that the property’s management is responsible for meeting brand standards and for day-to-day operations.
  
  After thorough review, we feel the best resolution will be achieved by direct communication between the property management and the guest. Once again, we apologize for any inconvenience this may have caused.
  
  Thank you, 
  
  
  *******
  Liaison, Customer Care
  Wyndham Hotels & Resorts, Inc.

  Customer response

  04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I've already tried getting the manager to do the right thing. If she was willing to do the right thing and refund the the money wrongfully taken from me, I would never have gone to the BBB. She was obviously upset over my reviews, and has no intention of refunding the money. The only acceptable outcome is a refund for the amount I was over charged. I was quoted a price, over charged, quoted a refund, then told no after my review by the manager you want me to go to. I've already invited this manger to call me to resolve this week's ago, im yet to receive a call or voice-mail. Contacting this manager will be a further waste of my resources as she's made herself pretty clear. Again I'm going through the BBB because of this. 
  Sincerely,
  
  ****** ***********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩