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Original Comment August 17, 2013<br /> <br /> <br /> <br /> Reference : Complaint<br /> <br /> Contacts: Debra, Ciara Days Inn Newport News, Virginia<br /> <br /> <br /> <br /> <br /> Manager at District Office:<br /> <br /> I writing in reference to a recent experience I had at one of your hotels, Days Inn (11829 Fishing Point Drive) Newport News Virginia location. <br /> <br /> On Saturday morning at approximately 1:22 a.m., I checked into the hotel. The clerk on duty was Debra. I had previously booked a reservation for the room over the phone about 5-7 days in advance. There appeared to be a problem right off with the price for a group rate (family reunion event) because I missed the cut off day for the discount. I had no problems there. So an extra $20.11 was charged bringing the total to $163.73 from the $143.62 group rate. Debra proceeded to process my reservations and printed out a copy given to me showing a $143.62 and $20.11 at which I signed. Upon getting to my room there was no lights when flipping the switch. I went back to the front desk and informed Debra that there was no lights. She immediately followed me back to the room and realized that the painter who had been painting the rooms had failed to plug the lights, tv, refrigerator and microwave up when they finished painting the room. Debra took care of it as my family and I assisted. After unpacking we (my family and I) attempted to get online with our laptops and tablets, but could not get a connection. Nor could we get a connection with our cell phones. I promptly went back to the front desk and shared this information with Debra. She told me that it sometimes happens and continue to move in the room until a connection was made. This never happened. We were exhausted and agreed (amongst ourselves/family) that we would settle things in the morning. Saturday morning around 7:15 I made another visit to the front desk. The manager (of which I failed to have gotten her name, but she was Caucasian with sandy blond hair) was on duty. I shared with her my issue, and she promptly got us into another room. She was more than pleasant and efficient in doing so. Later on during the evening, approximately 6:50 p.m. I went online to check my account. And to my astonishment, I saw that three deductions had been made from my account by Days Inn: $143.62, $20.11, $163.73. I immediately returned to the front desk to make someone aware of this and an explanation. Ciara Griffin was on duty at the time. I showed her my deductions from my IPAD. She began to explain to me that it the norm and the monies would be back in my account within 7 days. I expressed to her that I had never experienced anything like this from any hotel I have ever stayed in. As I begin to explain what happened during my checkin, she looked deeper into the matter and agreed that things had been done incorrectly by the clerk on duty that night/early morning. I then stated that I would not be leaving and returning back home (Charlotte, NC) until the matter was corrected. That is when I also requested the cooperate office number. I returned to my room and proceeded to call Cooperate office That is when I made contact with Mary. As I explained my complaint she stated that it was the norm for the two deductions to take place and that within 3 days it would appear back into my account. She asked in a rather sarcastic way if I had ever checked into a hotel in that manner, which appeared to insinuate that if I had, I would know that that was how all hotels worked. If that were true, many hotels would be closed/ shut down today because of unethical practices. WHY WOULD ANY HOTEL CHARGE YOU DOUBLE FOR A ONE NIGHT STAY???. While talking to Mary, Ciara came into the room and began to explain that she had taken care of the situation and apologized for the mishap. She was most sincere and most apologetic.<br /> <br /> I have never had an experience like the one that I recently had at Days Inn in NewPort News, Virginia, and I hope that I nor anyone else ever will.

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