Family Inns of America Complaint - Hotel charged me for a no show when I was really there.
PIGEON FORGE, TENNESSEE -- I stayed at Family Inns of America – West in Pigeon Forge for 5 nights 11/16/05 to 11/20/05. I made a reservation at their reservation number 800-251-9752 for 3 rooms. Two rooms for 5 nights and one room for 3 nights. I used my debit card (big mistake) to hold the rooms and when I arrived on 11/16, I paid with a combination of cash and credit card (not the debit card). Family Inns of America has charged my debit card $79.07 once and $57.09 three times for not showing up for a reservation. They claim I made a reservation for three rooms at Family Inn – Gatlinburg Suites for 11/22 and 11/23 in addition to the reservations at Family Inns West. The only reservations I made were for Family Inns of America – West and NOT the facility in Gatlinburg. The manager of Family Inns West (Wanda) immediately refunded the $79.07 but the three charges of $57.09 have not been refunded (total 171.27). I have spoken to Crystal Chaplin at the corporate office in Pigeon Forge. I have asked her to research this issue and follow up with me by calling me back. As an example, I asked Ms. Chaplin to call me on Friday even if she had no resolution to the issue. She stated that she would call me. Ms. Chaplin has never called me back on this issue. When asked why she has not called me as promised, she said, “I get busy”. Today, (12/12/05) Ms. Chaplin said she does not have the authority to refund the charges. I have asked to speak to a manager or someone who can correct this issue and Ms. Chaplin refuses to allow me to speak to anyone else. Ms. Chaplin will not give me the name of her manager or any other person in authority at the Family Inns corporate office. This behavior is completely unacceptable and it appears Ms. Chaplin has no desire to resolve my problem. All I am getting from her is the run around. In my opinion, Ms. Chaplin has acted unprofessionally by never providing a follow up call as promised and by not providing the name of a person in authority at her location. This has been going on for a total of 21 days.