Quality Inn & Suites - Cameron Park

The admin for this wedding group reached out to the hotel to request a group block for rooms for a night stay The group was offered a rate of $per night discounted from the $rate posted online for the same nights The group was made well in advance and the requested number of rooms were taken out of inventory to be held for this group The group only utilized of the requested rooms Upon check in and reconciliation of all of the rooms under this group block the admin, [redacted] was notified via her cell phone that the group rate could not be honored She was advised of the price increase to our AAA rate of $and further she was told that if any of her guests in the party did not feel this was fair, they absolutely had the option of checking out and receiving a full refund of the $for Saturday night Some of the group guests understood the situation and understood why the rate was being increased however a few did not The unused rooms had been removed from inventory and held for this group and were never cancelled by the group admin The rooms than had to be sold to 3rd party sites such as hotwire.com and priceline.com at a very very discounted rate which caused a significant financial loss for the hotel Had the hotel enforced the group contract as it should have, the group admin would have been responsible for the remaining rooms that were not booked nor cancelled prior to arrival (rooms x $plus tax = $x nights = $1,702.60) Rather than charging the group admin this cost for the rooms, the hotel felt it was fair to increase the nightly rate of the rooms to the AAA discounted rate This resulted in $plus tax = $per night x nights = $per room extra charge From the hotels position, they feel that this was a reasonable measure and they apologize if some of the guests feel that this was not handled in a more professional manner

The admin for this wedding group reached out to the hotel to request a group block for 15 rooms for a 2 night stay.  The group was offered a rate of $85.99 per night discounted from the $119.99 rate posted online for the same nights.  The group was made well in advance and the requested...

number of rooms were taken out of inventory to be held for this group.  The group only utilized 6 of the 15 requested rooms.  Upon check in and reconciliation of all of the rooms under this group block the admin, [redacted] was notified via her cell phone that the group rate could not be honored.  She was advised of the price increase to our AAA rate of $109.99 and further she was told that if any of her guests in the party did not feel this was fair, they absolutely had the option of checking out and receiving a full refund of the $85.99 for Saturday night.  Some of the group guests understood the situation and understood why the rate was being increased however a few did not.  The 9 unused rooms had been removed from inventory and held for this group and were never cancelled by the group admin.  The rooms than had to be sold to 3rd party sites such as hotwire.com and priceline.com at a very very discounted rate which caused a significant financial loss for the hotel.  Had the hotel enforced the group contract as it should have, the group admin would have been responsible for the remaining 9 rooms that were not booked nor cancelled prior to arrival.  (9 rooms x $85.99 plus tax = $851.30 x 2 nights = $1,702.60)   Rather than charging the group admin this cost for the 9 rooms, the hotel felt it was fair to increase the nightly rate of the 6 rooms to the AAA discounted rate.  This resulted in $24.00 plus tax = $26.40 per night x 2 nights = $52.80 per room extra charge.  From the hotels position, they feel that this was a reasonable measure and they apologize if some of the guests feel that this was not handled in a more professional manner.

Review: This hotel charged me twice, when I called the owner, Adam Sanga, he refused to reverse the charge, and he said that if I had a problem with being charged twice, that I should call my credit card company.Desired Settlement: I would like to be refunded the $98.00 I was charged for a room I didn't stay in.

Business

Response:

The guest, [redacted], made an online reservation for arrival on 6-20-2014 on her own. She guaranteed the room with a Credit Card and was aware of the cancellation policy. I held the room for the guest. At 12:57am I called twice to see if guest was still coming in. I left a voice-mail on the number she provided. I waited until 3:00am to hear back from the guest but no response. Since the room was guaranteed with a CC and I was not able to get a hold of the guest, I have no option but to hold on to the room in case the guest does end up arriving. I cannot cancel the room. The guest never arrived that night and we were sold out and had to turn away other patrons. I was left with no other option but to charge for the no-show.