Comfort Suites

I canceled my reservation online, roughly 4 days prior to arrival.
My card was charged twice, on 7/25 for $871.86 for the nights 7/19 thru 7/24, and $145.31 on 7/26 for the night of 7/25. I called to see why I was charged.
They claimed I checked in and stayed at the hotel and they could not see that I canceled my reservation.

I asked what information do they take during check-in. Their policy is a picture ID and a major credit card. I was provided a copy of the registration check-in card that was initialed and signed whe check-in occurred at 2:32 AM on 7/20. It shows a single adult. My stay was going to have 2 adults and 1 child.

I called the GM, who provided me with a copy of the registration card. I told him the initials and signature were not mine and I wanted a refund. He said he would check with the night manager who checked the person in and get back to me. I did not hear back from him so I tried calling him several times and each time was told that he was not available. I finally asked to speak with another GM. This GM told me that they would look into it and get back to me. Again that didn't happen and my calls resulted in again being told that neither GM was not available.

My credit card company did their process to try and get back my funds. On the claim for the $145.31 the hotel refunded the amount after the second attempt from the credit card company, informed the hotel that the sample of my signature and initials did not match the signature and initials entered on the registration card. The second claim, for $871.86, however, has still been denied with the statement from the hotel that "house-keeping records show that the room was being cleaned every day and so someone was staying in the room, so therefore the room charges are valid".

I filed a police report and the officer was told by the GM they would review the video to see who checked in and out at the times on the invoice. The officer was later informed that the video system was not working on those days.