Reservation Confirmation # 21730398
This past weekend we had reservations at the Candlewood Suites in Philadelphia-Willow Grove.
upon arrival, we were told that the hotel was overbooked and we were walked to the Four Points Philadelphia Northeast.
We were told by the Candlewood receptionist that our original nightly rate would be applied to that reservation. However when we arrived at Four Points, we were told that the policy was that Candlewood would cover the first nights stay, however the rate would not remain the same.
We provided the contact information for the Candlewood hotel that walked us to Four Points, to the receptionist at Four Points, who tried to contact someone several times to receive payment for the first nights stay, and they advised us that they were unable to reach anyone.
We currently have 3 charges from Four Points totaling $2883.51 on our credit card, when we booked with Candlewood, the total amount due was $1254.66, that's a huge difference!
According to Four Points, Candlewood is responsible for the first night, which is a total of $961.17, however that still leaves a difference of $667.68 from our original reservation, which we were not told we would be responsible for.
Please advise how to proceed, as we would not have gone to the Four Points had we known in advance that there was going to be such a huge difference in the nightly rate.
- Amanda K. Setzer
Reason of review: Poor customer service.
Monetary Loss: $1629.
Preferred solution: Price reduction.