WebmasterBarry
12-28-2001, 09:53 PM
I decided not to stay at an Extended Stay America anymore. Why? I was charged for several cancelled reservations at several Orlando properties.
The first one occured in 3/01. I wrote a nice e-mail to them about the mistake. They credited my credit card. Recently, I cancelled a reservation for a 11/01 stay. I was charged one night anyway. I had researched my credit card bills and found out they had done this for a cancelled reservation on 4/01. I don't know why I missed that one. I had cancelled well within their cancellation policy each time. I had made the reservations on their website and cancelled on their website, as per their cancellation policy.
During the recent mistaken charge, I wrote them a letter with copies of my credit card and copies of the e-mail confirmations of the cancellations. Two weeks later, I received no answer. I had sent them an e-mail with a notice that I would contact the Better Business Bureau and contact the credit card company for disallowment. I finally got a response saying they never received my letter and asked me to e-mail the information. That was two weeks ago. I still have not gotten a response. I suspect that I am being blown off, but I have no proof of this. I was so upset by their lack of response that I put a complaint into the Better Business Bureau and contacted my credit card company for disallowment of the 11/01 charge. I can't do anything about the 4/01 charge since I am beyond the time of disallowment.
I understand that this is the holidays and is a busy time, but I think waiting two weeks for a reply is ludricous. Also, I understand people make mistakes and I overlooked the first mistaken charge, but three mistaken charges are not a mistake.
It is unfortunate that I will never stay at an Extended Stay America. They have nice properties and the rates are reasonable for what you get. I did have a reservation for this weekend at an Orlando property, but I cancelled it, mainly because of these mistaken charges. I hope I'm not charged for this cancelled stay.
The first one occured in 3/01. I wrote a nice e-mail to them about the mistake. They credited my credit card. Recently, I cancelled a reservation for a 11/01 stay. I was charged one night anyway. I had researched my credit card bills and found out they had done this for a cancelled reservation on 4/01. I don't know why I missed that one. I had cancelled well within their cancellation policy each time. I had made the reservations on their website and cancelled on their website, as per their cancellation policy.
During the recent mistaken charge, I wrote them a letter with copies of my credit card and copies of the e-mail confirmations of the cancellations. Two weeks later, I received no answer. I had sent them an e-mail with a notice that I would contact the Better Business Bureau and contact the credit card company for disallowment. I finally got a response saying they never received my letter and asked me to e-mail the information. That was two weeks ago. I still have not gotten a response. I suspect that I am being blown off, but I have no proof of this. I was so upset by their lack of response that I put a complaint into the Better Business Bureau and contacted my credit card company for disallowment of the 11/01 charge. I can't do anything about the 4/01 charge since I am beyond the time of disallowment.
I understand that this is the holidays and is a busy time, but I think waiting two weeks for a reply is ludricous. Also, I understand people make mistakes and I overlooked the first mistaken charge, but three mistaken charges are not a mistake.
It is unfortunate that I will never stay at an Extended Stay America. They have nice properties and the rates are reasonable for what you get. I did have a reservation for this weekend at an Orlando property, but I cancelled it, mainly because of these mistaken charges. I hope I'm not charged for this cancelled stay.