Embassy Complaint - Canceled reservations but charged cancellation fee
PHILADELPHIA, PENNSYLVANIA -- On January 22, 2010, I planned a trip to Philadelphia for the students in our program on my job. I called Embassy Suites at 1776 Benjamin Franklin Parkway in Philadelphia, PA. I was told that I would have to hold the rooms with a credit or debit card which I did. I explained that we do not have a credit card for our program and that the payment would come from the university once I submit the invoice.
On Monday, February 1, 2010, I called and canceled all the rooms. The cancellation number was 37652158. However on Monday, May 3, 2010 while checking my account I discovered that Embassy Suites had authorized $528.77 out of my checking account. I was very upset because I had paid all my bills online with my Credit Union from my accounts. When I noticed this it was around 10:00 P.M. and the debit was appearing in the view details area.
I quickly pulled up the phone number for Embassy Suites and called them. I was told by a lady that she did not see any cancellations. I asked to speak to a manager and was told there was not one available. I explained the situation and was told to call back in the morning and talk to the accounting department.
May 4, 2010 at 8a. m., I called and asked for the name of the supervisor in accounting. I was told that there was no supervisor over accounting. I was told that I would have to talk to Mr. Horwitz. I called several times and left several messages.
As I was looking in a folder from my office I found the information above with the cancellation information. I called Embassy Suites back gave them the cancellation number and date and was still told that they did not have that number. I requested a manager and again was told I had to talk to Mr. Horwitz. Finally Mr. Horwitz answered the phone I explained as I explained on several messages and he also said he did not see the cancellation number. He said he would check and call me back. He checked and called me back but by the time he called the bank had posted the amount to my account. He said sorry and faxed me a sheet showing that he returned the money. However as of today May 7, 2010 the money is still not in my accoun. I am angry.
I planned to go see my daughter and new grand baby in Augusta, Georgia. However due to the hardship, unjust treatment, disregard, hurtful treatment enforced on me by Embassy Suites I can’t go anywhere and my mortgage has not been paid.
No one from Embassy Suites tried to call my office nor did they try to email me for payment or tried to see what happened before May 1, 2010. If someone had called I would have given them the confirmation number and date before all this happened.
Because of the total disregard, hardship, disrespect, bad policy, messed up Mother’s Day, 4 days of worry and dismay I feel they owe me.