ComplaintsforCambria Suites-Airport

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked the hotel last weekend. I received notification that I could cancel through October 18, 2024. I went through the cancelation link in my email. I received the message to call the number through Choice to cancel. The person said they could cancel and went through the process. He said I needed to cancel through the hotel. I called the hotel. I was told that it was past the time to cancel and that cancellations had to be done within 24 hours. I said that this was within 24 hours. She then said I couldn’t cancel within 48 hours now. Then she said it had to be within 24 hours of checkin which is at 4:00. This was at 3:10. She told me that my check was ‘maybe 2:30 or 3:00’ even though the email said 4:00. I said the email said I could cancel through October 18. She said ‘well I can’t cancel, you have to call choice to authorize it’. I called Choice 5 different times. I kept being told that I needed to contact the hotel so they connected me. The hotel said that they needed an authorization through Choice to cancel. One of the times on the phone with Choice, I was told that they would be calling the hotel to authorize the cancellation and to stay on the line. I waited on the line and then after 10 minutes of waiting, they hung up. I continued to call back and was hung up on twice. I called back again and was told that there was a one time cancellation and they would proceed with this cancellation. They connected with me again and I that person hung up on me while I was talking. Then I called back and said it was after 4:00 so I wasn’t able to cancel. I made the reservation through a *** rate but was told it was a different group but I don’t know who that would be. I am requesting that the room be cancelled and that I not be charged since I no longer need the hotel reservation.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 2/3/24 I made a cancellable, pre-paid reservation at Cambria Suites Akron-Canon Airport for the dates of May 3-5. On 4/7/24 I was told that our soccer tournament was moved to a location 45 minutes away. On 4/8/24 I cancelled the reservation and received an email noting that the reservation had been cancelled and that the refund had been issued. On 4/16/24 I called the number on the email and asked why I had not received my refund. They said "it could take up to ten business days" and to be patient. I called again today 4/22/24 and was told "the refund has been issued, you have to call your bank." However, both times when I called, it said "Are you calling about your upcoming reservation?" Even though I have been assured the reservation was cancelled, there is no reason this should ask me about my upcoming reservation unless the reservation was not cancelled. I cancelled way before the 5/1/24 deadline for cancellation and I want my money back.

  Customer response

  04/26/2024

  [[BBB transcription via email]]

  
  Hello,
  I filed a complaint against Cambria Hotel Akron-Canton Airport yesterday that can be cancelled. The refund actually did come through. Thank you and sorry for any inconvenience. 
  Thank you,
  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We called this particular Cambria Suites to verify that they had adjoining rooms available on the night of our stay. They told us that we did and that we would need to book to rooms on their website and then they would be able to arrange the rooms as adjoining rooms. We proceeded to book the rooms. They then called back the next day to tell us the adjoining rooms were not actually available. They then refused to refund us our money since we booked under a “non refundable” rate. We would never have booked the rooms had this hotel not told us to book them in this fashion and we would certainly not book the non refundable rates if they didn’t tell us the adjoining rooms were available.

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