Crowne Plaza Beverly Hills Complaint - Room(s) Charged To My Credit Card Intentionally Without Authorization
BEVERLY HILLS, CALIFORNIA -- The short story: The Crowne Plaza Hotel at 1150 South Beverly Drive in Beverly Hills, California, provided the single worst hotel experience of my long life of significant travel, including threatening to call the police. It took over thirty minutes to check my elderly and infirmed mother in on Thursday night because the front desk manager was unable to process reservations previously made. By the time he figured out what he was supposed to do, my mother had been standing in the lobby without a room for a very long time. And then, upon check out this morning, I realized that the fellow did not have a clue what he was doing in the first place. The hotel decided to charge me for at least one room that was neither reserved nor used by anyone in my party. The manager on duty told me to come back to the hotel to resolve the situation this afternoon to meet the general manager who then absented himself before I arrived. I have called my credit card company to register possible fraud, since I am very concerned that the hotel used my credit card to pay for rooms that I neither reserved nor in occupied. In other words,the hotel charged my credit card for five rooms, but cannot show who stayed in at least one and possibly two of the rooms. We know that at least one of the rooms was never reserved.
I strongly urge you NOT to book a room at this hotel. The front desk and management are clearly confrontational and incompetent.
I have written a long letter to the hotel ownership company asking that at least they not dispute the fraudulent charge to my account and at best apologize. I further urge the Intercontinental Corporation to review the arrangement it has with this property. The experience of the past four days convinces me never to stay at a Crowne Plaza again. I also will never recommend or encourage any of my friends, business colleagues or associates to stay at a Crowne Plaza. Someone of authority will have to work hard to reverse that view.
I have requested that the management company promptly provide documentation to show who signed in and stayed in the rooms and to reverse the charges on any rooms that were charged to my card erroneously (at least one was charged deliberately even though the hotel front desk and management were repeatedly told that it was an erroneous charge).
This whole matter could have been resolved had the management or front desk simply said, "sir, there is clearly a problem we have to rectify. We will not charge your card for at least room X since obviously it was not your room. We will contact you tomorrow to sort this out." The opposite occurred.