The overall stay was perfect for my family’s needs. However, at check-in, our card was charged twice for the stay, and that really messed up our travel budget. When I pointed it out to the hospitality person at the desk, I was informed that there was only one hold, and there wasn’t anything that could be done. This was not true. Our financial institution was still showing two holds for the amount of the room. I was also told that once our charges were settled on the day of checkout, that all holds were to be dropped. This also was not true. The clerk stated that it could take 2 to 5 days for the hold to be released depending on our financial institution. I had our bank on the phone with me at the time of checkout so that they could release the second hold on our card. They were not able to do so, and when I brought this to the attention of the clerk, once again, I was told there was nothing they could do. There was a sign on the desk that stated exactly what the clerk was saying, that it could take 2 to 5 days to release the whole, depending on the financial institution. This is false. Even with my financial institution on the phone with me at the time of checkout, the holds were not released. This whole situation with being charged double really upset and frustrated me. Our family had to cut our vacation short due to it since all of our travel funds were being held, and our financial institution could do nothing from their end since it was being held by the hotel.
