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Extended Stay America complaint: Unauthorized Pet Fee Charges

Open 150 views Hotels / Motels

Filed 15 Nov 2022 by JOHN

My stay at “Extended Stay America Suites Bartlesville, OK, Reservation Booking Nr. H5691023.
Dispute (Unauthorized Non Claim Pet Charge $217.80):
First a little about myself; I’m a retired military member with 29 years of active Army service and 18 years of Government Services Administration (GS). I manages a GS funds account in access of $1.5M annually, I donate annually in excess of $3.5K to several non-charitable organizations to name a few; i.e. St. Jude Children Cancer Research Hospital, Veterans of Foreign Wars, Non-Commissioned Officer Association, Fraternity Organization etc.
For management at this accommodation in Bartlesville to claim my family and I on purposely mislead management to think we concealed my pet (Comet) was completely humiliating, misconstrued and most definitely caused emotional distress to me and my family. Without justification the Manager and his assistance claim was totally unjustifiable.
Leading up the perceptionassumption of management(s) claim that we concealed Comet (Pet) to evade paying pet fees; during my check in there were two gentlemen ahead of me checking into their rooms, the receptionist was so caught up in the gentlemen’s demeanor, for some reason or other she ignored Comet, Comet was on the other side of our clothing caddy in the arms of my daughter (Comet has a fear of riding elevators), we carry him onto elevators. The receptionist asked the gentlemen in front of me, “Did they have any pets to check in?” And at the moment I didn’t think anything of the question, however, I wasn’t asked this question see (Item 1) of the Enclosures. The second day of our stay, Maria and me took Comet with us to a locale take out fast food eatery for breakfast. We always used the exit stairs for conveniences and definitely not for concealment, the pet area is located at that far end of the first floor hallway, and plus the fact that Comet doesn’t tolerate riding in elevators, we use the stairs (check hallway and outside cameras). We even tried to secure a room on the first floor because of Comets’ issue with elevators. On our return from the fast food easterly, we ran into the manager at the rear side entrance stairs, he did not acknowledged us, and all it would have taken was to ask us one question; “did you check in your pet”? However, he immediately assumed we were hidingconcealing to avoid paying pet fees. Improvements at the Bartlesville facility is utmost desired. The room is which we staying smelled of urine and deep carpet stains. Being that we arrived late that evening, we decided to request another room first thing the next morning, which we did and was told that we would be notified after 2:00PM, this never happen. One day remaining, we decided to tolerate the order for an additional night.
 Customer care refresher training for Management at this facility (perceptions assumptions)
 Standardized questioning at check-in (Do you or Don’t you have a pet)
Request my credit card be reinstated the $217.80 for non-approved charge.

Extended Stay America complaint: Unauthorized Pet Fee Charges
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