Complaint Review: Staybridge Suites

I made a reservation at Staybridge Suites with Sara. She assured me they had a suite that could sleep 8 people and we would be within walking distance of the event we were attending. The suite was $240/night. I reserved with a credit card.

The night before the event there was a message on my phone to call. I called and the gal told me my room had been given to a long term construction worker in the area, but they did have a couple rooms for me and one would be complimentary. She was too lazy to look up the rate for the night I was coming, but assured me it would not be more than the suite, and probably substantially less. I called later in the day to make sure we did indeed have a reservation. That gal gave me some story about the room being under construction, until I said I knew they had given it to someone else. Which was not a real problem to me, we wanted to be together, but hey, things happen, as long as we had a room or two that would sleep 8. Katie was one of the gals I spoke to and she was very nice, she said the second room would be complimentary and maybe even the first.

We arrive, check in, PAY CASH in full, even said in full on the receipt $190, which was probably jacked up to us to cover the cost of 2 rooms, or almost two rooms. I specifically asked, now, you are not going to charge my credit card, right? No, no, you have paid in full. Sara was a bit surrley, "like, I don't know what else we can do?" Okay, now, I called in the first place and made a reservation, I did not expect anything for nothing from this hotel and she is acting like this is somehow MY fault. I wasn't trying to rip them off, I expected what I had made a reservation for and held with a credit card.

Three weeks after we left the hotel, my credit card is charged for a second room. I call and talk with Sara, now the story is, well, the second room wasn't totally complimentary, only half. Okay, so why did they charge me for a full room????? I said, well, that is not what you told me, and it isn't at all. Now I ask you, I call for reservations, I'm told $240, they screw up my room, and charge me $380...........okay, something is not right here. Even if they had given me the 2nd room for 1/2 off, it would have been more than $240, that wouldn't exactly be right either and certainly, it is my right to KNOW up front what I will be charged and a receipt for anything going on my credit card. They have fraudulently charged my credit card. Greg, the manager is supposed to credit my card, we'll see, but no call of apology from Sara, nothing. I will never make a reservation there because they are not trustworthy. They are not good for their word. Sara did not hold true to anything she promised, something that will truly catch her in her job in the future. I don't want to cause any problems for these people, but I don't want to pay $190 more than they quoted me either. I would not recommend their hotel based on the customer service and the dishonesty.

Carrie
middlebury, Indiana
U.S.A.