ComplaintsforCharleston Grand Hotel

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked hotel rm thru booking .com. evening of 06/12/21. Arrived at hotel shortly thereafter and waited in the line at the lobby for about 25 minutes and was told there was no rooms available. A few days later I noticed my credit card was charged and contacted the hotel and they said they would work on getting the charge removed. A week or two later the charge was not removed I called the hotel and they said since I booked thru a 3rd party I had to go thru them to get the charge reversed. I had filed a claim and had several phone conversations with booking.com and they said they could not reverse the charge because the hotel said I was a no show. This had happened with 2 other hotels as well. It took me over 4 hours to get a hotel in Charleston that night. I called the hotel and they said they had me down as a no show and I needed proof that I was there. I didn't think I had to take pictures of the lobby in anticipation that my money wouldn't be refunded. The receipt of the hotel I did stay in was not enough. (I can't be in 2 places at one time)

  Business response

  03/01/2022

  Business Response /* (1000, 8, 2021/12/27) */ Guest booked online via 3rd party site (booking.com) guest was charged as a no show in our system which would mean he didnt show up and by him not cancelling 24 hrs prior to the date upon arrival he would be charged for one night room rev charge, plus tax. Advised guest that he would have to take this up with booking.com for which thats who the inital booking was done through. Consumer Response /* (3000, 10, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are full of it!!! As my initial complaint stated not only did I show up shortly after the booking but waited in line for 25 minutes to be told there were no rooms available. I do have the receipt on my credit card statement for the hotel that I did stay at. I supplied this to *********** to no avail. They refused to credit me the charge because they said the hotel said I was a no show. It is hard to be in 2 places at the same time. I also called the hotel 2 - 3 days later and was told by whomever I spoke to they would look into it. It was the following inquiry that they told me to go to *********** Business Response /* (4000, 12, 2021/12/30) */ Guest was a no show, And has no proof that we were sold out that day (which we weren't). Our statement is final & we already advised guest of our policies via 3rd party. At this point it's months later & guest is just now bringing up this situation. We mark Reservations that are "no shows" promptly via ***********, so we have done our part. If guests didn't show up then that's not under our control. We wish Mr. ****** the best of luck in his future endeavors. We ask that he carefully proofread when booking and view the cancellations policies upon booking.

*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. ↩