Reserved a room at this hotel with a group for my son's soccer tournament labor day weekend and was never informed of any sort of non refundable deposit given we were reserving so close to our arrival date. Upon reserving the room I was never given a reservation number, but I requested that they email me all the information, this never happened.
As things turned out, I had to cancel the reservation do to my work schedule and send my son with another family. When I initially called to cancel the Tuesday before the customer service rep couldn't find my reservation. I called back later in the afternoon and another customer service rep found it after a couple tries eventually needing my card number to do so and informed me it had already been canceled. That was it. No cancellation number, no information about being held accountable for an initial check in charge of one nights stay, nothing. I also discussed this with our team manager and she was never informed of a non refundable booking fee either.
When I checked my account balance Saturday morning I found a $338.58 charge on my debit card from this hotel. After multiple phone calls and discussions with the owner he finally relented to refunding 2 nights of our reservation (which still hasn't happened after 2 weeks) and keeping the first night charge as a "policy fee" for not having cancelled 14 days in advance. The reservation was made 9 days prior to arrival. He also suggested that if I had a problem with this to contact my bank and dispute the charges and eventually hung up on me.
Keeping in mind the supposed cancelation policy I have to ask why none of the families that cancelled their Sunday night stay were held accountable for this "policy fee"? Worst customer service I have ever received from a hotel.
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- Also Known As:
- Dayton Comfort Suites
- Comfort Suites Dayton Ohio