Days Inn Complaint - Cancelled Group reservation with Days Inn Lancaster PA
LANCASTER, PENNSYLVANIA -- This is a copy of a letter I wrote to the our bank disputing a charge from this hotel. I called and wrote the hotel manager and he has NEVER responded and to this day has not refunded my $$. I called the hotel NUMEROUS times and left messages and NEVER received a call back from him. I am a professional Travel Agent and have not ever experienced such POOR management in ANY form! Please BEWARE as I found the staff to be totally incompetent and rude.
To Whom It May Concern:
We are writing in dispute of a charge that posted to our company credit card on July 3, 2007.
The charge originated from The Lancaster Days Inn located in Lancaster PA. The person we had been working with is Bibi, the Assistant Manager.
On Monday morning, July 2, Michele K(an agent in our office) contacted the Days Inn to request an extension on our Group Deposit. Bibi told her that she would hold the group until Thursday if she faxed over a copy of the Group contract and the credit card information we would be using and that she would not charge anything until Thursday, July 5. Michele faxed over the information that morning. Early that afternoon the group cancelled their plans. Michele proceeded to call the hotel and spoke with Solomon who advised her that Bibi had left for the day and that she did not have voicemail to leave a message.
On Tuesday morning, July 3, Michele called once again and was told that Bibi was on the property but unable to come to the phone to please call back. When Michele called back she was told that Bibi had left for the day and would not be returning until Thursday. At that time Michele asked that Solomon take a message that it was URGENT that Bibi contact her and that the group reservation needed to be cancelled immediately to avoid charges on the credit card. Solomon told Michele that he could not touch group reservations but he would be sure that Bibi got the message.
On Thursday morning, July 5, still having NO word from The Days Inn, Michele once again called the hotel and spoke with Bibi, she told Michele she had received the message to cancel the group and had done so. At that time, she did not say anything about credit card charges. Later that afternoon, Connie T (owner) noted that a charge of $800.90 had posted to our credit card on July 3. This was Not what Bibi had agreed to and immediately Michele phoned the property and was told Bibi had left for the day. She left a message for either Bibi to return her call.
On Friday morning, July 6, Michele called the hotel and spoke with Brigitte who told her Bibi had someone in her office. Michele left an Urgent message for Bibi to phone her back and Brigitte told her it would be about ½ an hour. Michele’s call was not returned and she called again about 45 minutes later to find that Bibi had left the property again. Michele left a message then for Bibi to return her call. Later that morning Bibi called and spoke with Michele. Michele told her that she had not been authorized to charge the card on Monday and that she had promised she would allow us to hold it until Thursday. She told Michele that the charge was not processed and that she was not in charge of credit card charging that was Brigitte’s area. Michele reminded her of our agreement and she told her that unfortunately that as long as she had the contract that did not matter. Michele again asked to speak to Jay Sheth the General Manager and was told he was not in and that there was no way to reach him. Michele left a message for Jay Sheth to return her call.
In light of all that transpired and the reluctance of the Hotel to honor their word, Connie called Wells Fargo and disputed the charges to the card.
On Monday morning, July 9, Michele called once again and left another message for Jay Sheth to call and has continued to do so every day. To this date, no message has ever been returned.
She called Days Inn Corporation and filed a formal complaint against the property with Lauren. The complaint number is 2040484. She was told the hotel has 7 days for upper management to respond.