Jeffrey T
11. huhtikuuta 2024
I have had the most ridiculous and unprofessional experience dealing with the hotel manager Deshawn. Better yet, the lack of the dealing with the hotel manager. My flight into Philadelphia was going to be four hours late. As a courtesy, and to make sure the hotel would still be able to check me in, I called the hotel to make sure a late arrival in the night was okay. The woman working the front desk said it would not be a problem, and she put me down as a very late arrival (past 3am). A few weeks later I check my credit card statement, the hotel charged me $27.80. The woman working the front desk keeps denying the refund because of their internal policy as a “no show”. I was never told this when checking in, otherwise I would have made alternate lodging arrangements. Another reason the refund was denied was because the reservation was under a 3rd party. However, the extra charge was DIRECTLY from Candlewood Suites, so the manager DOES have the authority to refund the charge. I understand there is a “no show” policy. But if a guest gives you a heads up they are arriving late AND you don’t inform them about the charge, you are taking advantage of the customer. I have been calling every day this week to speak with the manager. I always ask when he is in, and I call during those times, but he never seems to be available. I ask for the manager to call me back, but he never does. I even asked the woman working the front desk if the manager is okay with me explaining my experience and publicizing that Deshawn will not authorize the refund. And she said yes. He clearly does not care about his reviews and I advise everyone to look elsewhere for lodging arrangements. He is avoiding dealing with a customer that he knows has been overcharged. He just tells his employees to relay the message that he is not authorizing the refund and doesn’t have the courage to face the customers himself.
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