2/10 Terrible
alexandre
Business traveller, Travelled with partner
30 May 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I had a prepaid reservation at Fairmount Hotel and decided to check out a day early. I specifically asked the front desk if they would refund the last night, and I was clearly informed that I should talk to Expedia but that the hotel would refund the last night.
When I followed up on my request, the hotel insisted that I did not check out early. Fairmount then advised Expedia that I should send a record of my early checkout to proceed with the refund. I sent the hotel bill, which clearly shows my early checkout, but the refund was still denied.
Below is a copy of the chat with Expedia:
"Thank you for waiting. I have talked with the hotel, and the front desk lady said they have no notes about the early checkout and denied the refund. She was rude and at the end, she hung up. In this case, since the hotel denied the refund, unfortunately, we can't do anything else. I am really sorry."
I then decided to call the hotel and spoke to the manager, Kenedra, who told me, "Good luck getting a refund" and kept changing the reason for the denial:
First, she said there was no record of me leaving early, which I had already sent and Fairmount also has.
Then, she asked if I passed by the front desk during checkout. I confirmed, as I would not have a final bill dated a day early otherwise.
Finally, she said it was hotel policy not to refund and that I was given incorrect information by the Fairmount team about the possibility of a refund for the last night.
TERRIBLE CUSTOMER SERVICE
alexandre
Stayed 4 nights in May 2024