I made reservations online on February 20, 2013 for a one night stay in July 2013. I paid the reservation in full at the time of the reservation. We went to check into the hotel and was told that I had to have the same credit card that I made the reservation with in order to check in. I advised Amanda the website did not tell me the same card has to be used to check in.* Credit card holder must be present at time of check-in
* Upon check-in, a credit card or $250 refundable cash deposit is required for incidentals. A deposit of 1 night room and tax is required at time of reservation on applicable rates. A full refund will be provided if cancelled within the allotted time
I showed Amanda my credit card and drivers’ license that has the exact same information as my reservation. I showed her my confirmation page , my license with my matching address as my reservation and the MasterCard that I brought also had my name to confirm my license and credit card matched along with my Debit card all of the cards had the same information and Amanda’s and her parents refused to check us in. I explained to them I only brought my debit card, my credit card and license. They refused to let us check in. Amanda told me she did not have a manager available to help us. I explained to her that I wanted my money put back on my credit card or a room for the night. Amanda declined again. I explained to her that I was going to all the police if she did not give me my money back on my card or a room. She then called her mother/ manager and was instructed to put the money back on my card. This experience has caused me such a heartache and lack of sleep. We had to try and find another hotel on a holiday weekend. If that was not bad enough it was my BIRTHDAY. I have been a loyal customer to you all and I was treated like I was a homeless person. I understand security measures but I had more than enough proof to show I was the account holder with an ABV value customer number that has all of my information.
This was a total embarrassment. Amanda and her family really caused major problems for us on vacation and my birthday.
The hotel was not in a safe place, I am glad we did not stay here, hookers outside the hotel at 12 n...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We are sorry about your experience here at our hotel. As you’ve stated, security measures are taken in order to ensure the prevention of credit card fraud. Although you had other documents that validated your reservation and identity, as well as other credit/debit cards with your name on it, there was still no sufficient proof of ownership of the credit card that was used during booking. In cases such as this, we give the option of refunding the original credit card and having the guest pay with a different method of payment (i.e. a different credit card), in which, you did not accept our offer.
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As a suggestion for future references, it would be ideal to carry any credit/debit card that you use with you at all times. It makes the validation process much quicker and easier for the general public.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.