linda L.
Complaint: Against Microtel Inn Unfairness
Complaint: Subject: Formal Complaint Regarding Improper Cancellation, Unlawful Denial of Access, and Failure to Honor Paid Reservation I am submitting this formal complaint regarding the conduct of Microtel Inn & Suites located at 1209 Plainview Drive, Raleigh, NC, concerning a reservation made for September 21–26, 2026. I booked a five‑night stay through Booking.com for Mr. Manning, an individual experiencing homelessness whom our church is assisting. The reservation was fully prepaid in the amount of $364.00. Upon Mr. Manning’s arrival at approximately 9:30–10:00 PM on September 21, 2026, he was informed by the front desk that an additional $30.00 smoking‑policy deposit was required before he could enter the room. Mr. Manning does not smoke, and this fee was not disclosed at the time of booking. He was further told that the cardholder must appear in person to pay the deposit, despite the reservation already being paid in full. Because of the late hour, I was unable to leave my home to satisfy this unexpected requirement. As a result, the hotel refused to allow Mr. Manning access to the room, effectively denying him shelter and forcing him to remain outside in unsafe and cold conditions. On the morning of September 22, 2026, I went to the property to resolve the matter. At that time, I was informed that the reservation had been canceled and marked as a no‑show, despite the fact that Mr. Manning did present himself at the hotel at the designated check‑in time. I was told I would only be refunded for four nights, not five, due to this incorrect classification. This decision is improper for the following reasons: - The guest did appear, and the hotel’s refusal to admit him was based solely on an undisclosed and refundable fee. - The hotel imposed an additional in‑person requirement that was not part of the booking terms. - The cancellation and partial refund constitute a failure to honor a prepaid reservation. - The actions of the staff resulted in a vulnerable individual being denied shelter, which raises serious concerns regarding the hotel’s duty of care and adherence to reasonable business practices. Had the $30 deposit been disclosed during the online checkout process, I would have paid it without hesitation. Instead, the hotel created an unnecessary barrier that prevented access to a room that was already paid for. I request a full review of this incident, correction of the refund amount, and assurance that this type of conduct will not occur again. I would love a response back for further communication P.s The person at the deskb told me I could write a complaint on him he doesn't care.