Complaint / review text:
We made reservations for my husband and I for a single king room, and a reservation for my mother/father-in-law for a double queen room back in January of 2015 for July 14-19,2015 (for my husband and I) and July 16-19,2015 for my in-laws. My husband and I arrived and checked in on 7-14-15 (room 122) at which time we decided to also pay for my in-laws room on a credit card that was different from the one used to reserve both hotel rooms. We were told all my in-laws needed to do when they checked in on July 16 was to state that the room was already paid for and then to simply sign under my husband's name on the receipt. My in-laws arrived and checked in on 7-16-15 (room 201) stating that the room had already been paid for. However, they were asked for their credit card.
On 7-18-15, we checked our credit card account on-line to discover we had been charged TWICE for the double queen room my in-laws were staying in. We went up to the front desk, but the gal at the front desk that evening could not explain why our credit card had been charged TWICE for the double queen room. We would have to talk to the manager the morning of 7-19-15 when we checked out.
Upon all of us checking out on 7-19-15, it was discovered that my in-laws has also been charged on their credit card for the double queen room, that we were also being charged TWICE for. So bottom line, we should have been charged $464.45 for the single king room we had reserved for us and another $364.92 for the double queen my in-laws were staying in for a total of $829.37.instead the Comfort Inn in Brighton CO attempted to get a total of $1,559.21 for 2 hotel rooms from our credit cards, our credit card charged once for room 122, plus two charges for room 201 and my in-laws credit charged once for room 201.
Fortunately, the reversal to my in-laws credit posted to their credit card by Monday, July 20,2015. Unfortunately the reversal of one of the $364.92 charged to our credit card did not post to our credit card until Wednesday, July 22,2015. I cannot begin to explain how stressful this was been, especially to my in-laws, who as being retired are on income.in addition my mother-in-law had surgery 7-21-15 so being charged for a hotel room that was ALREADY paid for was doubly stressful on them, for absolutely no reason.
I went to the Choice Hotel's website and followed the instructions to email customer service and sent an email on Tuesday July 21,2015 outlining our experience with our credit cards being charged a total of four times for two rooms, but it's now been almost one week since I sent said email and I've yet to receive an explanation from a representative of Choice Hotels.