Clarion

Hotel was not what we anticipated. There was a car in the parking lot with people doing drugs when we pulled in, not a safe environment to stay.
The room was reserved on 7/1/20 for 3 nights 7/2/20-7/4/20 via reservationcounter.com for a total of $387.61 paying with a debit card, reservation number ***. I was told this was a Days Inn, that's what is on my email confirmation but in fact it is a Clarion Hotel. When we pulled into the parking lot around 5pm on 7/2 we immediately noticed a car with two people inside shooting up IV drugs. This was immediately deemed an unsafe place to stay with our kids by myself and my husband. We tried multiple times to call the front desk at *** at the hotel and no one answered. I then called the third party online booking agent to see if they could help but due to their cancellation policy I was told the hotel would be my only option for cancelling the reservation without a charge. I then called Clarion customer service and explained the situation. A nice lady named Lilo tried to assist but she was also unable to get anyone at the hotel to answer the phone to discuss the situation. She stated that because this was booked through third party online the hotel directly was the only way to cancel the reservation. She gave a reference number *** for the complaint. I called my bank, CPFCU to see if they could stop payment but because I paid with debit they said they could not. I finally got through to an employee at Clarion named Amy on 7/3 and explained the situation. I asked if we could possibly get at least a partial refund since the property was not safe for a family with kids to stay. Her response was that she was in the parking lot all night and no one was doing drugs out there and that kind of stuff doesn't happen there. She said the cancellation policy requires 24 hour notice so we would be charged in full even though we never even checked in due to the unsafe environment. There is a pending transaction for $379.62 to my checking account right now and I anticipate they will pull the funds on Monday. The customer service was horrible, the property was not as described, and the situation deserved a little bit of understanding regardless of the cancellation party. I don't think anyone would want to stay in a hotel like that with their kids. Even a partial refund would have been nice but Amy wouldn't give me any option to discuss the situation as a reasonable adult. She was rude, snarky and unreasonable.

I was charged an additional fee of $200.00 for smoking in my room. I have never smoked in my life. I have tried to resolve this issue with the hotel management. I called corporate and filed a complaint . I was told that my complaint would be sent to the hotel for review. The hotel management has poor customer service and people skills on top a facility that is in disarray.

The hotel is refusing to give us our deposit back. They said they can't give it to us because the owners changed.
My husband stayed at that hotel for a week. He checked in on the 12th of June and checked out on the 19th of June. Upon going to check out, he ask the salesperson how he was going to get his deposit back if it was going to go on the card or not. The sales representative told him that between his stay the company changed owners, and the deposit went to the old owner's account, and that she did not know how he was going to get the $100 back. She then explained that he should dispute the transaction. I called the bank they told me that was not the proper thing to do. I cannot get ahold of a manager as there are none on duty anytime I call. I am going to go to the police if this is not solved.