Surprise charge

GetHuman-allye's customer service issue with Aloft Hotels from August 2018

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The issue in GetHuman-allye's own words
I stayed at a loft hotels in Hillsboro Oregon. June **, ****. I booked my hotel stay through hotwire. I had no problem on hotwires end. However when I checked in they scanned my credit card like every hotel routinely does. But later when I got my bank statement I saw they had charged my card a tax that they should have not charged. I called the hotel in Portland directly and they looked it up and admitted this charge should not have been charged. So the lady assured me I would be refunded. I never got refunded and I gave them a whole month to refund me. So I called again this time I spoke to a different person. She also reassured me she saw the charge and admitted that I should not have been charged that tax. She said I would be refunded and get a confirmation email. I gave it another month and I've never received either. So today I tried calling you guys and after explaining the situation the lady told me to contact Hotwire, however I told her it was not hotwire that overcharge me it was aloft, your company. Then she said she understood and put me on hold twice. The last time she said she was going to ask somebody else and she hung up on me! I am getting extremely frustrated because I've been told promises of my fee being refunded and I patiently wait and nothing happens. I've given them plenty of time to refund my account. It's not the fee it's just the idea that I can't trust this company and I don't like extra charges that I wasn't notified about! And I don't appreciate being lied to. And I also don't appreciate being hung up on! This is taking a lot of my time now and I've gotten nowhere. I try to settle this over the phone so now I'm trying to contact you through this. And trying to find your email to contact is not easy either. I got nowhere on the phone both with the local hotel and your customer service! This is my first experience staying at a loft and I am not impressed! What can we do to rectify the situation?

GetHuman-allye did not yet indicate what Aloft Hotels should do to make this right.

I've tried to settle it * times and I've been patient and contacted them directly.
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Aloft Hotels

Customer service issue
Reported by GetHuman-allye
Aug 24th, 2018 - 3 years ago
Seen by 22 customers so far
Similar issue to 4 others
0 customers following this
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GetHuman-allye started working on this issue
Aug 24th, 2018 8:06pm
GetHuman-allye indicated the issue is not fixed yet.
Aug 24th, 2018 8:08pm

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