Complaint Review: Hampton Inn

I appreciate your comments. However, it was a credit card that was to hold the room prior to arrival. The SAME card was run thru three times within two or three minutes with an "ooops" in between each time. I then used ANOTHER card to pay for the room.

The issuer of the original credit card did in fact send me a letter explaining that they DID hold the room cost times three. The error was corrected but not until my vacation was over. The room WAS, and STILL IS is paid for.

I did take the liberty of flying back to the area in question, retained an attorney, filed a small claims court action and was awarded the room cost by default. I guess Hampton thought no one would travel 700 miles to contest their failure to honor their "If you are not 100% satisfied, the stay is free " guarantee over such a small amount. I then requested the attorney take the award letter, and file a lien against the property and /or owners.

The bottom line is the guarantee was in plain english with no small print and qualifications.

Ron, I work in the hotel industry and can answer a few of the questions for you and maybe explain what happened. First, credit cards will get declined if you have any portion of it incorrect, including the expiration date. However, what sounds like happened is that you used your debit card to pay for the hotel room. When you check in the hotel will get an authorization on your credit card. Since you were using a debit card this money was taken directly out of your account. When you checked out your card was charged the total amount, which took a 2nd amount out of your account, essentially doubling the amount taken. It is important to understand that this amount is not a credit line, but actual cash being taken out. The original authorization will be released after the card is charged, which puts that money back into your account, but it takes anywhere from 3-7 days(depending on bank speed) for this to take place.

Since you said that this was done three times, during your stay if you ordered movies, made phone calls etc, it is likely that the hotel got another authorization to cover these charges. This authorization should be just an incremental authorization, but depending on the system they have it may ask for the complete amount again. Again, this is money that is taken out of your account.

Because of the way debit cards work it is not advised you use them when paying for hotels or rental cars.

As far as what the bank told you, I have been on numerous 3 way phone calls with guests and their banks. The banks always say "we see 2 charges" which makes the guest upset. When I explain what happens the bank then researches and tells the guest that it is infact an authorization and I make the bank explain how this works. Please remember that YOU are the banks customer and they are saying and doing what they need to make you happy, and they are generally throwing the business under the bus to make that happen.

There is no excuse for the hotel not discussing this with you. If your room was ok, then I don't believe you are entitled to the free night.

You obviously don't know that motels and other businesses put a lock on your card. When the credit card company discovered the incorrect information they cleared the account. If I wanted something for free I would steal for a living...

I work in Customer Service and have access to a credit card machine as well. If you key in the exp. date your card will be declined. Stop trying to get something free and pay like everyone else.

I don't know what cards or experience you have but I can say with 100% confidence my card account WAS IN FACT LOCKED due to this clerks repeated error.
I have never requested a company to honor their guarantee till this incidenct happened. Why would a person in my financial category want a FREE nights stay unless there was in fact a problem? I personaly talked with my card company so this is no second hand experience. You are basing your reply on assumptions, rather than the facts of the actual occurance that happened to me.

Ron

I noticed in your complaint that she entered your credit card exp. date incorrectly three times in a row and that is what caused the bank to deny your withdrawls. I have had to run some credit cards for work, about 30 to 45 a month and if I do happen to enter the exp. date or any other information incorectly I just get a denial on the credit card. It shouldn't have affected your available funds at all if she entered you card wrong because it shouldn't have been able to access your account. In my opinion, It sounds like you were trying to get a free room or maybe you spent more than you thought.