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Holiday Inn - Muskegon Harbor Complaint - fradulent use of credit card by hotel clerk
Complaint
MUSKEGON, MICHIGAN -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
My cousins and I stayed at Muskegon Harbor Holiday Inn, on the weekend of July 18th, 2003. We used my cousins credit card (Julie Slusser) to reserve the room but when we checked out we all pitched in our share and payed cash. The credit card should never have been used. The clerk did not give us a receipt and we didn't think to ask for one.
A month later my cousin got the charge card bill and the full amount ($310.00) of our stay was charged on the bill.
My cousin contacted the general manager of the hotel and was told 'If you don't have a receipt there's nothing I can do.' He wouldn't even look into the matter or question the clerk.
My cousin also contacted the corporate office of Holiday Inn and made a complaint and after being promised that it would be taken care of she was later told the same thing 'without a receipt there is nothing we can do'.
It is obvious that this clerk purposely did not give us a receipt and then charged the credit card to cover her deception.
We are all hard working family women and rarely get a vacation for ourselves. Now it will be quite awhile before we get another vacation since we had to pay for the trip twice.
Please look into this matter for us, as I am sure that if the clerk got away with this with one customer she has or will do it again. Thank you,
As a resolution, I would like the following:
We want the credit card to be credited for the full amount.
Please contact me if you need more details regarding this incident.
My cousins and I stayed at Muskegon Harbor Holiday Inn, on the weekend of July 18th, 2003. We used my cousins credit card (Julie Slusser) to reserve the room but when we checked out we all pitched in our share and payed cash. The credit card should never have been used. The clerk did not give us a receipt and we didn't think to ask for one.
A month later my cousin got the charge card bill and the full amount ($310.00) of our stay was charged on the bill.
My cousin contacted the general manager of the hotel and was told 'If you don't have a receipt there's nothing I can do.' He wouldn't even look into the matter or question the clerk.
My cousin also contacted the corporate office of Holiday Inn and made a complaint and after being promised that it would be taken care of she was later told the same thing 'without a receipt there is nothing we can do'.
It is obvious that this clerk purposely did not give us a receipt and then charged the credit card to cover her deception.
We are all hard working family women and rarely get a vacation for ourselves. Now it will be quite awhile before we get another vacation since we had to pay for the trip twice.
Please look into this matter for us, as I am sure that if the clerk got away with this with one customer she has or will do it again. Thank you,
As a resolution, I would like the following:
We want the credit card to be credited for the full amount.
Please contact me if you need more details regarding this incident.
Comments:
Posted by Anonymous on 2003-11-08:
I travel to Kansas City 2-3 times a year. I always stay at the Holiday Inn across from Arrowhead Stadium 4011 Blue Pkwy. 816-353-5300. When I do go, I can choose to stay anywhere. But I've had good experiences staying at this Hotel. Example, back in May of this year, my wife and I came to Kansas City. It was very late. We were tired. I checked in and went to our room. The next day I got up and as I was dressing I noticed my credit card wasn't in my wallet. Then it dawned on me I left it at the front desk. I ran down to the desk and the desk clerk smiled and said "we were holding it for you Mr. Bryant". This reinforced my feelings about staying here. I feel secure. I don't worry about my wife while she is on Hotel property, I don't worry about my car, or my belongings. This has all changed. On Oct. 25th I checked in for a one night stay( We have stayed as long as 3-4 nights in the past). I secured my room with a credit card. The next day, when I checked out, I paid cash $147.60. I got my receipt and left. A little over a week after my trip, my bank statement didn't balance and I had a large utility bill bounce. I went over my statement and found a charge on my card from Holiday Inn for $147.60. I called the hotel that evening and talked to the night manager Sonny. He asked if I had my receipt? I had misplaced it but I'm still looking. He asked that I call back in the morning and talk to Greg Phillips Account Controller. The next day I called 5 times leaving messages for Mr. Phillips and the Manager Bill Sampson. I never got a return call. I made a sixth call and finally talked with Mr. Sampson. He said he would look into it and see about getting a charge back. I received a call from a lady at the Hotel who said they went over the books for that day and didn't show any overages on cash for the day and asked if I had my receipt? Now I know of at least two ways that the ledger wouldn't show an overage or loss of cash. One, I didn't look closely at my receipt and if it didn't say paid cash, then the clerk could pocket the money and charge my card. Another is if they white out paid cash and make a copy, submit the copy instead of the original, the charge my card. Either way your books will balance and a thief takes my money. I could just write this letter, chalk it up to experience, never stay at any Holiday Inn, and move on with life. But, this isn't the first time I've had my credit card information stolen. I am very angry. I intend to forward this letter to the Attorney General, the better business bureau, and I will probably hire an attorney and file charges. I realize it will cost me more money than I lost, but I don't care so much about getting the money as I do about seeing someone go to jail over this. I'm tired of being a victim. I will let as many people as I can know about the theft. I hope Holiday Inn loses 100 times more money in lost revenue than was stolen from me.
Scott Bryant
P.O. Box 2713
Stillwater, OK. 74076
405-743-0924 home
405-747-5493 cell
Posted by emily_marie_80 on 2004-03-18:
I am a frequent visitor to Holiday Inns across the country and have never had any problems with fraudulant credit card use. I also have friends who work at the Hoilday Inn Muskegon Harbor who were appalled to hear this story. You cannot blame all Holiday Inn's for one employee's bad judgement. Without having a receipt for the credit card transaction they can't possibly credit your account. If they made this a policy, other people could come into the hotel and try to scam them. I feel bad that this had to happen to you, but instead of just blaming the hotel maybe you should make a point to keep better track of your receipts in the future. I will continue to stay at Holiday Inn's and will surely continue to receive excellent service.
Posted by LJ Magee on 2012-12-27:
In response to the "Holiday Inn Harbor Complaint". As a hotel employee with IHG (not in Muskegon) I see this a lot. It can be prevented.
Most reservations must be guaranteed with a credit card.
Upon check in the guests name on the reservation must match with the credit card AND proper ID must be presented at check in (ALWAYS get a receipt at check out~the guest should have requested a receipt, especially if they paid cash. Bad move on the guests part).
There are people that travel frequently that know this and ask questions. This is a lesson learned on the part of the uninformed guest (s).
ALWAYS GET A RECEIPT
Most reservations must be guaranteed with a credit card.
Upon check in the guests name on the reservation must match with the credit card AND proper ID must be presented at check in (ALWAYS get a receipt at check out~the guest should have requested a receipt, especially if they paid cash. Bad move on the guests part).
There are people that travel frequently that know this and ask questions. This is a lesson learned on the part of the uninformed guest (s).
ALWAYS GET A RECEIPT
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