Kimpton Schofield Hotel, an IHG Hotel

Joe Peterson6 months ago

2/5

We stayed 12/23 with a prepaid reservation through a third party. With these reservations the guest pays the third party and the hotel charges a digital credit card provided by the third party booking website. The guest provides a credit card for incidentals. Unfortunately when they swiped my card for incidentals, they overrode the card from the booking site that should have been charged and then charged my card so I've now been charged twice. In the morning I realized what happened because I got a notification from my bank of an authorization of almost $300, which is much more than it should have been for incidentals. When I went down in the morning to sort it out with the front desk staff, the lady working was argumentative and rude instead of being helpful. She just kept repeating "on my end I only have this card" but yes, you only have that card because they messed up and deleted the previous one. She finally said she would leave the room checked in until the manager could fix it and they wouldn't charge my card. Later that day I got an email with a receipt - they charged my card anyways. I worked front desk in hotels for almost 10 years. Hotels have been handling these third party reservations the same way for 10+ years. This shouldn't still be happening and if it does, you should take responsibility and fix it. Now I have to waste my time calling my credit card company and the booking agent because the hotel double charged my credit card on Christmas Eve. As for the hotel, it's very underwhelming. It's advertised as boutique but there is nothing boutique about it. The rooms are small and very basic. It was pretty clean but there was a dirty q-tip on our bathroom floor. The only good things are the location and the bathroom is pretty large. Otherwise, the heat was very loud and didn't work very well. When we got into the room it was set to 76 and said it was 74 but it was cold (at home we keep it at 66 so we prefer it to be on the colder side but it was colder than that). There is a lot of street noise of you're facing E 6th Street. We had breakfast in the restaurant and the quality is what you would expect from Denny's. There are many much better places to stay in the area.