Courtney M.
Google
UPDATE 11/18: We are currently back home, and they have fraudulently charged me another $272 and another charge for $100! BEWARE of this hotel!! -- Jackie checked us in on Friday, I provided my ID, and she proceeded to have me insert my card. Ran it for $322 for 2 nights. Before handing me my room keys, she confirmed my name and let me know that she had made a mistake and had me pay for someone else's room. Someone else came over and tried to fix the reservation to my name instead, and asked me to insert my card again for only a 1 dollar authorization. I agreed to that and proceeded. The very next morning, I noticed 3 individual charges for $185.96, plus (2) $1.00 charges and (1) for $322. This left me with NO MONEY for the weekend, and I had driven all the way from South Carolina (an 8.5-hour drive). When I saw my account was completely swiped out, I went straight to the check-in desk, where someone told me to come back at 7 am, took down my information to let her supervisor know. I came back around 7:30, where someone different told me to come around 3:30-11 when the manager would be in. I came back once again to the desk where the manager informed me that the charges were somehow mistakes on their end, but they can't do anything about it, and they should resolve within 3-4 business days. I informed her that I had spent well over $800 for a 2-night stay, which left me absolutely broke with no money to even go home, get any food/drinks, etc. I had BOTH of my kids with me. I asked the manager if there was anything at all they would do or help me with, and she said no, there's nothing they can do, and told me to just call my card. I reminded her that it is Saturday after 5 pm now, and no one would help me until Monday. But I did call my bank and let them know, and it's a 10 business day processing time on a claim! As of Monday morning, I still do not have my money back and seriously hurt my this experience. I'm amazed that none of the guest services or managers could help me. Couldn't even provide us with free breakfast or a credit back for this stay. I really hope that someone was able to take the time to listen to this complaint and can help turn it around in some type of way. I know my money will eventually return, but this put a major damper on our weekend, and currently not able to pay my bills at home because this hotel took everything I had.