ComplaintsforHampton Inn & Suites Liberal

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 08/14/2023 funds were taken from my account by hampton inn and & suites. I called to ask the reasoning for the charges since I originally used them to block rooms off. I had the rooms saved for my wedding. When I originally called to save the rooms I asked if I'd be charged in any way as I would just not reserve the rooms. To avoid having to spending money. I was told no and that they only take my card information so they can have the reserved save with my name. I called the same day the charges were taken from my account and I was told they can't help and the manager said that's going to stay that way. I told the worker I wanted to speak with the manager and he told me that they could not get ahold of her until Monday. I am wanting a refund for funds that were not explained to me when I asked of being charged. Because I originally never would have reserved the rooms if funds would be charged against me in anyway. I was given no explanation and was blatantly lied to.

  Business response

  10/24/2023

  Just like the customer said on his statement he called and had the Hotel block off 12 rooms for his wedding. When you make a reservation, it is necessary to have a card on file for payment specially when it is a large amount of rooms. That is how the Hotel got his card because he provided it at the time of blocking these rooms off. On the day of the 13th of October, I the manager of the property had to work the afternoon shift due to me being short staffed I noticed his group and also notice a couple of hours later that no one was arriving so I called ****** **** and let him know we had 12 rooms reserved for him and he responded  "YES I Know" so I just thought his group or family was getting here later that night. He confirmed he still wanted the rooms the day of arrival we have a 24-hour cancellation policy even though that does not matter because he confirmed the rooms on the 13th. He needs to pay. It was a SOLD-OUT night for us we let go 5 walk-ins because we were holding on to his rooms. I am sorry but that is how hotels work he called to make a block of room and it is his responsibility to pay.

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