Complaint Review: Embassy Suites Niagara - Niagara Falls Ontario

I visited the Embassy Suites website and got their rates for the dates we were going to stay. I then called them by phone to book our room. The website and the reservations department both gave me the same rate quote of $420 for the whole stay from 10/27-10/30 2004. The website gave a detailed description of all the charges including room rates and taxes.

Upon arrival at the hotel, we found that they only offered valet parking. The valet told us it was $2.00 for valet but there was a sign that stated a larger amount, so it was actually more to park valet, it didnt make any sense. There was no other parking available and we didnt care much for the attitude of the valet, who was trying his best to have us park there and kept directing us to a space to park. He told us we would pay at least $20 to park anywhere else. When we questioned why the hotel doesnt point out there is no parking other than valet, his response was thats why the hotel rates are so low because you have to pay for valet parking. We asked him where else we could park that was close and he wouldnt answer, just kept trying to show us a space to park. We left the valet area and found a garage less than a block away for $5.

When we got to the front desk to check in, we were upset at the fact that there was no parking at the hotel other than valet. We asked the clerk about it and she said that we must of called the 1-800 number when we booked the hotel because they arent very helpful and fail to mention certain things. We also told her how the valet said parking was at least $20 everywhere else, but we had just found parking for $5. She said you can get parking that cheap but warned us to be careful because places tow cars all the time from the other parking areas and there is high theft. We asked the garage where we parked if they ever towed cars, they said they didnt have a reason to because you take a ticket when you come in and pay when you leave. WE were suspecting already that alot of the people at the hotel were liars and exaggeraters.

The day after we checked in we got a call to our room from the front desk saying that the credit card we were using was short $20 and we needed to give them another credit card. We had already mentioned to them upon check in that we night give them another credit card before we leave, since we were unsure of the balance and if we would be using it during our vacation. We checked our account on the television in our room to find that our room total was over $800 canadian. We noticed they had charged us $20 for valet parking. I called the front desk and told them we didnt use valet and they did remove the amount. We also gave the front desk a new credit card to bill our room to.

Upon the day of check out, we looked at our account again on the television. Our final bill was still over $800 in canadian dollars. WE figured out approximately what that would be in american dollars and it was way too much. So I called the front desk to ask them why our bill was so high. I told the clerk that when we booked out room, the quote was $420. She said that the amount quoted is approximate and that they didnt add the taxes in when we booked the room. I explained to her that the taxes were added in, it stated them right there on the website. I also said approximate means it could differ by a few dollars not hundreds.

I was then transferred to a supervisor named Jackie. I discussed the same thing with her. she told me the same things and also said the dollar fluctuates from day to day and all american rates are approximate. After getting very frustrated with her and arguing over the matter, she decided to credit my account to $496 american dollars. I told her that wasnt good enough and I wasnt going to be satisfied and I wasnt going to leave until she credited my account to the amount I was quoted. I was telling her how absurd and unfair this was and that the dollar does not fluctuate that much to make our rates go up hundreds of dollars. She then said she would credit my account to $448 american dollars. I decided that was reasonable because I understand that the dollar does flucuate a little. So I told her that was fine and we ended our conversation.

The next week I called our bank to check our balance and transactions (we used a visa check card at the hotel). I found that the hotel billed our credit card $575! She told me she would credit my account to $448.

I immediately called the hotel. I talked to a front desk clerk who said the same old thing about the higher charge being because of the fluctuation. I told her that the supervisor told me she would credit my account to $448. I said if she told me that, then I should have only been billed $448! I was getting very upset so she transferred me to the billing department and I talked to Adrianna.

I explained the whole situation to Adrianna. She said that there was no way Jackie had told me she would credit my account to $448. She said the supervisors arent allowed to state an amount like that to anyone in anerican dollars. She said that my account had already been credited by Jackie and in so many words said that was enough. She told me I would have to discuss the matter with Jackie again. She was unavailable at the time. I left a message for her to call me back, to which she never did.

I called back several times since she didnt return my call and I kept getting from front desk that she was busy with customers, etc. So I finally said I need to discuss this with her now Im not leaving anymore messages. The clerk assured me that she would call me back this time. I finally did get a call back but from another Jackie, not the one I originally talked to. This one goes by Jacqueline. She is, from what I understand the head supervisor. I had to explain this all to her. To make along story short, I just got the same excuses from her about fluctuating dollars, etc. I was very upset and I told her that what they are doing is wrong and I will not leave them alone until I am credited to the $448 jackie told me at the hotel. I could tell I was making her mad and she finally said she would transfer me to billing and they would take care of it. I was transferred to billing and got voicemail in which I left a message. Two days later I had no call back. So, I called them.

I talked to Adrianna again and told her Jacqueline said she would be able to credit my account. She said Jacqueline was right there and she would ask her about it. Jacqueline then came to the line. I told her that she told me a couple days before that billing could credit my account. She denied it. I asked her who else I could talk to about the matter because I have had enough. She said there was no one else, that she is the highest up I could go. I did threaten her, I will admit, by telling her that I will call there every day until they credit my account adn that I will file a complaint with the BBB of Canada, which I have.

I have done my own investigating since and found I am not the only person this has happened to at this hotel.

I called the hotel and asked the person who directs calls who the manager of the hotel is. She said she couldnt give out his name. What? I said since when cant a business give you the managers name? She said there are departments to handle problems and she can direct me to them. I told her Ive already talked to all of them and they arent helping, who else is there to talk to when the department dont handle the problem? She said there was no one else. She cant give the managers name, which I find very strange. I then called the 1-800 numbder to reservations (which the clerk at check in said was not helpful) and I asked them who the hotel manager was. They gave me the name and transferred me to the office. I left a message on voice mail and Im waiting for a call back. I just called them a few hours ago so I'll see what happens with that. I found it really odd that the direct number to the hotel will not give the managers name.

I am starting to believe that this hotel is running a scam against americans by luring them in by the low rates (much lower than most surrounding hotels in the area) and then jacking up the prices once you get there and blaming it on fluctuating dollars. Something is definitely wrong. It seemed from the very arrival at the hotel that everyone involved is a liar and were trying ot get as much money out of us as they possibly could.

Jaime

Londonderry, Ohio
U.S.A.