- Report: #1376459
Complaint Review: Country Inns and Suites by Carlton - Nationwide
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Country Inns and Suites by Carlton
Nationwide, USA
Web:
https://www.countryinns.com/?facilitatorId=MSN&s_cid=se.bng.CIS_21117053115
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Country Inns and Suites by Carlton Country INNS and Suites San Jose CA No Early Check out due to UNCLEAN ROOMS and NO Refund when They cant give you a room San Jose Nationwide - CA
Hello,
Plain and Simple...
I Booked thru a 3rd Party vendor ( Priceline) to have a hotel room in San Jose.. Had to Pay 100% in advance....Card was charged on th 9th of May..
When the time to arrive to the hotel on the 24th as booked .. I was refused an Early check in due to Dirty rooms that wernt cleaned and the housekeeping wasn't present until 11 am.. soonest I wiuld be able to check in was 3 pm ..
I had to rest to drive cross country as I explained to the front desk Staff.. No care to the .. No room .. they are dirty ... OK I went to breakfast and tried to call to get a room to no avail.. .. so Then I tried to cancel... and no manager was present to authorize the refund.... until TUESDAY the next week...
I had to leave for my trip cross country .. TIRED .. and sleep at another hotel . NOT A CARLTON BRAND HOTEL either
this is their reply when I requested a refund for a room i never saw or slept in..
Dear Mr. Somers,
Thank you for your attachment, It has been added to the official complaint.
We have received the official report from the hotel and as your third party booking was non refundable or amendable and it clearly states on your confirmation that check in is not until after 3pm no refund will be issued.
I do understand that you wished to arrive early and check out early, we do advise for all specialized reservation requests that you contact the hotel directly. The hotel was fully booked the previous night therefore no accommodations could be made on your behalf as there were no rooms available.
Mr. Somers, I am sorry for any inconvenience this may cause but we will not be processing any refund at this time as all action by the hotel was adhering to the terms and conditions of your booking.
Thank you
Regards,
And I did call and ask for a n early check in and it seems there is no record of this.. how convienent...
3 Updates & Rebuttals
Called in for early check in
#2Author of original report
Thu, June 01, 2017
price line is as guilty of providing me a refund as your in bed with the hotels .. you dont get paid if an refund is authotrized by priceline.. Dont make me look like a nieve travelyer.. Dont bash the pepole who keep Priceline in business.. nbut as i find out .. Priceline reputation is not as good as years past.. Kudos Priceline for sticking your nose where it dosent belong.. Good day
Typical reply to cover their short commings
#3Author of original report
Thu, June 01, 2017
I expect no less to provide a canned responce to show they are not at fault ,..... and the customer is the most nieve person to have paid and not been provided a room and expected a refund..... Gee Country Inns customer services.. you lost me forever // Priceline is on borrowed tiem as they are just as bad as you are to not address the needs of the customer .. to possible get them as a return client/// Book thru a Quality hotel chain like Marriott or Starwood.. They actually care and make things right .. at any cost... Carlton hotels .. you should monitor your employees and how they treat the customers.... It a shame that your spend so much in advertizing your hotel brand ... and fail so quichkley whe the customers has to hav e an issue resopvled by Lying counter persons and rude and ignorant GM at you San Jose Location,,,, Good day and wish Country all the best in the furutr to try to gain clients when you have dirty rooms and no one to clean them.. what a shame...
Robert
Irvine,California,
USA
Early Check-In
#4Consumer Comment
Thu, June 01, 2017
Did Priceline GUARANTEE "Early Check-In"?
Did you contact the Hotel Directly in advance to see if it is possible?
As that is something that I have never seen a hotel guarantee(unless you pay extra). It is always based on availability. Now yes I have done Early Check-In so some hotels do this. But I have also been denied due to no rooms being available. Their posted Check-In time is 3PM and that is when they said you could get a room.
Now if you go on the "Well I have done this 10,000 times before and never had an issue", then you have been lucky and that still does not make it a RipOff if they don't allow you to check-in before their posted check-in time.
