Microtel Inn & Suites by Wyndham Dover Reviews (%countItem)
Microtel Inn & Suites by Wyndham Dover Rating
Address: 31 Webb Pl, Dover, New Hampshire, United States, 03820-2403
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I stayed at this hotel on 2/1/2020 and the hotel charged my card for $200 for accidentals. They have not refunded my money, I called my bank and did a conference call and the bank CONFIRMED my money was not refunded and a refund was NOT initiated.
I have worked endlessly for two days to work with Microtel but they told me they were going to hang up on me and no longer work with me because they said it's not their problem it's the banks problem.
The bank confirmed MULTIPLE times there has been NO REFUND. The bank confirmed this is a COMPLETED PURCHASE WITH NO REFUND INITIATION. The hotel clerk Sarah has been nothing but condescending and rude to me. I have asked repeatedly for someone from their office to listen to my complaint and they refuse to.
Product_Or_Service: hotel room
Order_Number: XXXXXECXXXXXX
Refund I want my money back in a timely manner and I want an apology for the horrible customer service received.
The guest Has called several and spoke to The front desk agent she is complaining about as well as others, who was nothing but nice to Ms. and tried to be as helpful as they could. Ms. made a reservation that was a 3rd party (Expedia) with those reservation we take a $200.00 incidental which is released back to guest same day. Some banks will not release the hold for up to 5 to 7 business days. We have explained to her time and time again, that we do not have her $200.00. she also told us she went through Paypal, which I do not know how that works. She had called at one point and said her bank gave her a list of things from us that they would need to release the funds, reference number, approval code her name her last 4 digits of credit card number exp date. We have done the same thing many times for other guest with their bank and have never had an issue. We sent all the information over that she requested to the fax number she gave us. She then called again and said they did not receive it, so we sent it over again. She then called again and said that was not what they needed so they wouldn't release it. We went off everything she gave us. The front desk agent tried to ask her if they needed anything else and all she would do was talk over her and yell at the front desk agent demaqnding to speak to the General Manager. At the time I was on a conferenace call and she was asked to call back at 1pm an hour she refused.
After my call I called our tech support and they confirmed that the $200.00 was returned to guest. At this point there is nothing on our end that we can do whoever she paid through whether it was Paypal, which at first she told us it was, and that they told her it takes up to 21 days to release the funds. We have apologized to her numerous times through phone calls as well as the customer care case she opened with the franchise. This is out of our hands at this time, her bank or Paypal are the ones that are holding on to the Authorization.
Anytime a guest uses a debit card for Authorizations most time its the bank holding on to the funds for however many days it takes them to release them. We have seen it happen many times.
I have added the transaction approval where it shows it has been approved for the return.
Just got off the phone again with our Tech support and again they have confirmed through the Credit card processing that it has been returned on our end on 2.1.2020