Booked our three night stay through Kayak July 13 for August 10-13, 2012. Funds were deducted from my checking account July 17.
Our stay at the Courtyard by Marriott New Carrollton Landover started off nice. Friendly guest service and willing to answer questions about near by places. The room was clean. Bed was comfortable. Woke up two mornings (Saturday and Sunday) in a row at 7:30 am to a screaming child next door.
Checked out Monday, the 13th with the Guest Service lady stating that my room was pre-paid and I was all checked out. Thursday, August 16, I checked my checking account to find that Courtyard had charged me an additional $280.00. I called (6) times and was unable to have someone answer the phone. On the 7th call, I wrote down a 800 number to make reservations. After being on hold for several minutes, I explained to the lady I had been overcharged for my stay. Provided her with all of my information. She proceeded to tell me that they put a "hold" on my credit card just in case they needed to charge me for any damages, etc. to the room. I explained that my account reflected a "deduction" not a "hold". Finally, I convinced her to take a look at my account. And I am put on hold. She comes back on the line to tell me, I am correct that I was charged a second time by a mistake. She transferred me to Shawn, located at this Marriott where I explained to her the situation. She assured me she would speak with her General Manager to get this cleared up and she would call me back. She also tells me that I should have the money back in my account in (3) to (5) days. As of today, my account has not yet been credited nor have I received a phone call from Shawn or anyone else with Marriott checking to see if I received my credit. So, I called at lunch today and spoke with another lady and explained why I was calling. She said she would speak with her General Manager to check the status of my credit and give me a call back. She did call back to get my bank's phone number so she could call them to have these funds expediated back into my account. A few minutes later, I received another call from her and she said the bank will be taking care of it. Late this eveing I checked my account and guess what..... no credits have been applied to my account! I call the bank and they inform me they informed Marriott that they would have to credit my account not the bank. I then called and spoke with a man and explained my situation. He told me all he needed to do was credit my account and asked me for my credit card information. He was not sure why this was not done when I first called, Thursday. A few minutes later another man, Nick called to inform me, he spoke to someone else at Marriott who spoke with Shawn saying they had credited my account last Thursday and that it takes a few days. These people apparently have absolutely no clue on how to credit a customer's account when they double dip! Not once have they offered any other compensation for their error and their inability to refund a customer!
- Official Description (provided by the hotel):
- The new state-of-the-art lobby at the Courtyard New Carrollton Landover Hotel provides greater flexibility and choices for our guests. This hotel in Landover, Maryland features our new lobby with inviting, flexible spaces to work or relax in, free Wi-Fi throughout and easy access to the latest news, weather and airport conditions via our GoBoard. The highlight of our new lobby experience is The Bistro - Eat. Drink. Connect. providing guests with healthy food and beverage offerings in the morning and evening dinner service with cocktails. Visit the Washington Convention Center, Six Flags America and FedEx Field while staying at our Washington DC area hotel. We also offer a well-equipped fitness center, indoor pool, 24-hour business center and a boarding pass printing service. For business meetings and events, the Courtyard Landover hotel offers 3 meeting rooms, 1250 sq. feet of space and on-site exhibition space. Find room to roam at the Courtyard New Carrollton Landover hotel. ... more less
- Reservation Options:
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- Also Known As:
- Courtyard By Marriott New Carrollton Landover Hotel Landover
- Courtyard Landover
- Landover Courtyard
- Landover Marriott