Complaint Review: Hotelscorp.com

My name is Vonyette Grant. I booked a travel vacation on August 14, 2019 through Hotels corp for the Williamsburg, VA location, for a hotel stay from August 24-26, 2019 (1 room) and I booked an additional room for August 25-26, 2019. I was also going to receive 4 Water Country tickets for attending a timeshare. My vacation package number is 4699915.

This email is to request a refund for my vacation package. The issue I had was that I checked in the Park Inn by Radisson on early August 25, 2016 around 1:10 a.m. I called the hotel around 3:30 letting them know that due to a family emergency I will be checking in late and was that ok. They stated they can only hold the room up until 2:00 am; so as long as I make it there before then it will be ok.

When I checked in the room (room 116), it reeked of the smell of weed, mold and mildew, the bed sheets and curtains looked a dirty tan as if they were not cleaned and to top it off when I went to get a wash cloth that was folded in the shape of a fan to clean the bathroom. It had black pubic hair tangled in the threads of the white washcloth. Once I saw the washcloth, I told my kids that we cannot stay here. I couldn't stand the smell; and I could not let me kids stay in a room where to me as a parent is an unhealthy place to stay.

I went to the front desk and complained. She replied, " well we don't have any other rooms available." I said ok, that's fine. I will sleep in my car before I let me and my kids stay in that room. She said " ok; well it was already paid for so ok."

My daughter called my ex-husband crying telling him about the room. My ex-husband told her to put me on the phone and told me he would find me a room. I told him I would call around first to see if I can find one and if I need him; I would call him back. I called 4 different hotels in the area; they were all booked. I then call my ex-husband back and he told me he's a member at Hilton's and Holiday Inns. I then called Holiday Inn and explained my story. She asked me is there anyone that's a member. I said, yes. She stated well I have a room I can give to you. I thanked her profusely, and told her we would be there; as it was 11 minutes away from the Radisson. 

I used my ex-husbands member number to get the room; but used my credit card (the same card which I used to book this vacation) for the room. 

Later that morning (around 10:15 am), I traveled to the Williamsburg location for the timeshare to receive my tickets. The lady at the front asked me for my room key. I told her what had happened about the conditions of my room and I couldn't stay there. She stated that because I left the tour is voided, and that I would need to contact who I booked the trip through to authorize them to give me the tickets since I paid.

I called the 800 number (1-800-620-4857) and got the message that you all were closed. I waited until 12:01 to call back. A gentleman answered the phone and I explained to him what happened. After a long hold, he explained that I could not get the tickets because I left the hotel. I explained to him that it was out of my control; they could not stand the smell in that room; and there were no rooms available. He told me that if I called them first, you all would have handled it.

I told him it was after 1:00 am in the morning; you all were closed; so I made the best decision I could for myself and my kids. He asked me if I booked the new hotel. I explained to him about my ex-husband and how he booked the room; but I paid for it using the same card i did for the vacation package. I told him I have the receipt that shows it. He told me that will not work. I begged him to please let me speak to a Supervisor.

At this time, my kids have on their bathing suits in the hot car; ready to go to the park. I begged the gentleman to please re-consider and authorize them to give me the tickets; I spent 245.00 for a room I did not budget and I just want to make the best of my vacation (I traveled 4 hours to come to Williamsburg). He told me to hold on again; he will speak to someone because this is an unique situation. He returned back to me stating it's nothing he can do. I got in my car; crying that I have now spent 225.00 for the vacation package; gas, food and another 245.00 for absolutely nothing. I consoled my kids and told them how sorry I am. 

About an hour or so later I called back and spoke to Karina. I explained to her the story above; and asked her what can they do to process me a refund. I didn't stay at the hotel due to something out of my control; and I didn't get the park tickets. After a long hold she came back and told me because I  left the hotel that's consider a check out, and I cannot get a refund. I explained to her yes, I can agree to that IF it was MY fault. I had absolutely no control over the reasons why I checked out. I asked could I speak to a Supervisor. She stated they all were busy; but someone will return my call.

I later spoke to a Supervisor (Tanairi); who I again explained the entire story to. She said to describe everything that happened and to send it to the Supervisor's email for review. I thanked her and told her I would do so.

Due to this unique situation; I could not stay at the Park Inn by Radisson; nor did I get to take my kids that were super excited for their last summer trip to Water Country. All I asked for is that I receive a refund. I've lost money I didn't budget for to make sure my kids were in a healthy room (smelling mold and mildew is a health hazard).