Staybridge Suites Liverpool vent + urgent advice needed please

dellbell

..............

rustyboy21

You sure they have charged you twice?

A refund does take longer to show up on your statement than a purchase, so they may have refunded the whole amount and recharged you for the correct price. If they didnt have a copy of your husbands card details, this is why they may have charged your father in law.

Have stayed there a number of times ( have family in liverpool) It's a great place, staff are lovely and never had an issue with the bill.

Go in tomorrow, dont go screaming and shouting, be firm but polite and I would assume they will sort it out there and then for you

p00hsticks

dellbell wrote: »

These bookings were made separate on different dates ,Different credit cards , Addresses the only thing they have in common is a surname. So we called the hotel straight away manager called us back and said " there was a mistake that someone assumed the bookings were together, to ignore the break down of charges (over £1,000 for both bookings ) only the correct charges will apply and as a good will gesture knocked off £140 off his bill of £1200.

I've never stated at a Staybridge, but I beleive they're part of the ICG group which also contains Holiday Inns, and if they work the same way, then in my experience they ask for credit card details at the time of you making the booking so that they have something to charge against if you don't show, but they don't actually take the payment for the room in advance from that card - you are expected to actually settle the final bill (using either the same or a different card) at reception when you check out after your stay.

So I suggest before you go there you need to double check the booking details to clarify what it says about how the payment for the room would be taken...

dellbell wrote: »

On check out my father in law was given a break down of changes for his room but didn't check it until he got back to our house.

I bet he'll be more careful from now on ! Did your husband go through the checkout process - and didn't it occur to him to query why he didn't receive a similar break down of charges at the time ?

p00hsticks

dellbell wrote: »

We are going to go down to the hotel tomorrow about this but what can we say to them to cancel the incorrect transaction yet again or do we call the credit card company first.

I forgot to add.... Unfortunately, I don't see you getting very far with the credit card company - you can't really argue on the one hand that your FIL and husband are completely separate people with only a surname in common, but on the other expect the credit card company (and a hotel) to deal with you as representatives of FIL to sort this out - there are confidentially issues.

From the sound of it your father in law inadvertently settled both room bills on check out, so he's been overcharged and your husband undercharged (then complicated by a possible double billing when attempting to correct it). The approach to me therefore seems to me to get the hotel to charge your HUSBANDS credit card in return for putting a comparable refund on through your FILs card.

Also remember that although your FIL says he can see duplicate charges on his credit card account, unless he's unlucky enoguh to have had a statement date in the last few days, this can hopefully be sorted out before he actually has to settle the card and pay out any money.

dellbell

p00hsticks wrote: »

I've never stated at a Staybridge, but I beleive they're part of the ICG group which also contains Holiday Inns, and if they work the same way, then in my experience they ask for credit card details at the time of you making the booking so that they have something to charge against if you don't show, but they don't actually take the payment for the room in advance from that card - you are expected to actually settle the final bill (using either the same or a different card) at reception when you check out after your stay.

So I suggest before you go there you need to double check the booking details to clarify what it says about how the payment for the room would be taken...



I bet he'll be more careful from now on ! Did your husband go through the checkout process - and didn't it occur to him to query why he didn't receive a similar break down of charges at the time ?

My husband did not stay at the Hotel the room names were booked in my uncles but it was made using my husbands credit card that has the same surname as the father in law. The hotel told my husband that payment for the rooms would be taken from the credit card on the Monday ( my family checked out on the Sunday )

dellbell

p00hsticks wrote: »

I forgot to add.... Unfortunately, I don't see you getting very far with the credit card company - you can't really argue on the one hand that your FIL and husband are completely separate people with only a surname in common, but on the other expect the credit card company (and a hotel) to deal with you as representatives of FIL to sort this out - there are confidentially issues.

From the sound of it your father in law inadvertently settled both room bills on check out, so he's been overcharged and your husband undercharged (then complicated by a possible double billing when attempting to correct it). The approach to me therefore seems to me to get the hotel to charge your HUSBANDS credit card in return for putting a comparable refund on through your FILs card.

Also remember that although your FIL says he can see duplicate charges on his credit card account, unless he's unlucky enoguh to have had a statement date in the last few days, this can hopefully be sorted out before he actually has to settle the card and pay out any money.

I see you point 100% but my Father in Law does not speak very well English so for him to phone them there would be a lot of misunderstandings from both sides. I am trying to contact my Family the ones that were staying in the Hotel to find out what happened on check out

dellbell

Just thought I would update after my husband went down to the hotel. It was a complete mistake on there part my father in law has been refunded onto his card and my husband correctly charged on his card, The accounts should never have been put together as they were separate bookings nothing to do with one another manager could not apologise enough and its all sorted out now.

MeanParent

dellbell wrote: »

Just thought I would update after my husband went down to the hotel. It was a complete mistake on there part my father in law has been refunded onto his card and my husband correctly charged on his card, The accounts should never have been put together as they were separate bookings nothing to do with one another manager could not apologise enough and its all sorted out now.

Good result.

Mistakes happen and looks like they have done the right thing.

Staybridge are part of the ICH group and whilst most are franchises they have far too much to lose if they muck up as the franchises can cost hundreds of thousands.

dellbell

Its a fantastic result, Everyone that stayed there said it was lovely so no complaints in that dep, Manager was so helpful and could not fault her for resolving it very fast for us. She gave my husband a bottle of red and white wine also as an extra sorry on there part. We will have no issues booking there again as you said mistakes do happen.

rustyboy21

dellbell wrote: »

Its a fantastic result, Everyone that stayed there said it was lovely so no complaints in that dep, Manager was so helpful and could not fault her for resolving it very fast for us. She gave my husband a bottle of red and white wine also as an extra sorry on there part. We will have no issues booking there again as you said mistakes do happen.

Glad you got sorted, said they were nice there.

Next time you go, I know of a good chinese restaurant, where all the chinese eat ( Food fab) and a brilliant Greek one too ! Always have a god night out in Liverpool !

p00hsticks

glad to hear you got it all sorted - thanks for the update