ComplaintsforCambria Hotel Charleston Riverview

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I checked into our room on 9/15/2023, and had about 15 minutes to get ready for a rehearsal dinner. Didn't have time to really check things out, but everything seemed fine. I returned around 8:15pm (I'm 8 months pregnant and TIRED) to go to bed. Found a hair clump in the sheets. Called down to the desk and they told me that no one was there to change the sheets, but I could get a new set and make the bed myself. Went down to get the sheets and the lady couldn't find them. She offered to "upgrade" me to a suite. I moved all of our stuff into the suite since my husband was still at the rehearsal. The room smelled awful but I chalked it up to being pregnant/ over reacting and went to sleep. The next morning, in the day light, I got out up and looked at the bed only to see dried VOMIT stains down the side of the bed/ mattress where I had just been sleeping. I went back to the desk, showed the lady pictures and was moved to a third room and she said we could probably also get a 10% discount. This room had hair in the shower and wallpaper peeling to expose mold in the bathroom. I asked the receptionist to have the manager call me when they came in. Never got a call. I called the day after check out and was able to speak with a manager who said he would give us a 50% refund. It has been 8 days and no refund has been processed to my credit card, although the entire charge of ~$450 had no problem hitting my credit card immediately. My credit card company confirmed that a refund has not been processed. There are multiple issues with this hotel, the vomit on the bed being the most shocking and why I am seeking a full refund. I hope to also warn other patrons away from this hotel. Sleeping in a bed with a strangers vomit is a serious health concern.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Do NOT book here through Choice Hotels. The hotel and Choice Hotels do not care about you, nor your experience. As a new potential customer (I created an account with Choice Hotels), I booked a reservation here for 6 nights. Due to hurricane Ian, my flight got canceled to fly in so I called in advance the day that I was supposed to check in (same day my flight got canceled) to cancel my reservation. I was told by ******* through Choice Hotels, that she would contact the hotel to ensure this was okay because I had a "non-cancelable" reservation. Which I understood. However, ******* confirmed with the hotel that due to the circumstance and as a new customer that they came to an agreement they would refund me 5 of my 6 night stay, and that I would only be then paying for one night total (the night I was supposed to check in). Which, this was totally fair and I agreed to it, on a voice recorded line (Sept 30th). ******* said I would see my refund on my credit card in 5-7 business days. Perfect. No worries. Fast forward to now, I am about 8 phone calls in, 5-7 customer relations personnel, a supervisor (*****) and not getting anywhere. We are now on Oct 29th. Nothing has changed. Doesn't matter who I spoke with. ******, ***, *******, ***** .. nothing gets anywhere. Do NOT give them your business. I am more than fair to work with, and have told them that. But all they offer is 20k points, then 30k points, then back down to 20k (laughable), now 48k. I told them I want what I was originally promised on a voice-recorded line.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attached an email with reservation confirmation, my room was booked for two nights 7/13 & 7/14. I also attached a copy of the final bill that was emailed to me upon check out. I had an emergency at work and could not leave as planned. I called the hotel to pre-check in and left a message on 7/13, at 9:10 pm I received a call back from ****** ********* XXX-XXX-XXXX. During our phone conversation, I explained that I was behind schedule and would not arrive until about 7am. She confirmed that she did pre-check me in so that upon arrival it would be a seamless check-in. We arrived about 7:15am, when we explained who we were, the two women behind the counter seemed to be scrambling. The one slender Caucasian woman was telling the other woman who just started her shift that they should check our room, apparently there was someone in our room. The slender Caucasian woman went to the room on the 3rd floor that we were booked for and said a lady was in there, she then told the other woman to put us in room 430. At no time did I ask to be upgraded, I wanted the room I paid for. I did not authorize the upcharge for this room. At no time was I advised that there was a problem however, it was obvious that there was problem. I usually stay at Marriott and to be honest I should have this time too. The floor in the room we were given was sticky and that is really disgusting. I am requesting that my initial charge be honored and I am provided a credit back to my credit card, a Marriott card, for the difference that was charged, I calculated a refund of $748.92, I subtracted the amount from my reservation from the amount charged ($1,140.86-$391.94). I expect to hear from you within 24 hours, if no response is provided, I will dispute the charges through my credit card company and report this matter to the better business bureau. Charging a customer an additional $748.92 is quite a large amount. To say the least I am not happy.

  Business response

  08/03/2022

  Business Response /* (1000, 9, 2022/07/28) */ Dear *******, I would like to personally apologize for this issue. Unfortunately, the system had not recognized that the room was checked in, thus why it was instead occupied by another guest, and required us to create a new reservation. When we did, our system automatically reset the rate since it was booked as a Special Member Rate. I have refunded both the first night charge from 7/13, as well as adjusted the additional amount from the night you were here to match your original $170.21 rate. I sent an email of both updated receipts to the email we have on file - you should see the refund process in 7-10 business days. However, I will definitely speak with the team regarding this, since this is definitely not how we want things to go, or for you to have to deal with any sort of issues while you are here with us. I have also spoken to the Housekeeping team regarding this. They are currently training new members, so we are actively working on working on these issues. Again, thank you for your time and feedback. If you would like to speak further, you may certainly reach out to me directly. Kind regards, *** ****** Front Office Manager

*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. ↩