Super 8

- January 18, 2019 to January 20, 2019 - 3 nights prepaid through hotels.com
- I made this reservation for my husband and son who where in Indio, CA for a 3 day lacrosse tournament. I like to mention this was their firs time in Indio and it is rather unfortunate that they had to be put through this experience at this property. everything went down the hill from the check in point. check in is at 3pm and when they got there the room was not ready and they had to wait. possibly due to the rush of the turn over the room was not properly cleaned. when they tried to use the safe to look up their passports and valuables the safe was not working and it took them 24 hours to address the issue. every time they left and came back, they would go to the room and the key would not work and they would have to go back to the front desk to get it re-keyed. quality and cleanliness of the breakfast and area was very poor with issues and delays on getting items every morning. staff was very slow, unfriendly and had no sense or urgency when any issues where brought to their attention. the icing on the cake was when my husband checked in and provided the credit card, they said they would just keep the number on file in case of anything and would not charge anything well that is not what happened. they charged all 3 nights onto the credit card without authorization or saying anything when they stay was prepaid. my husband would have not known if it was not for me checking the credit card before he left there. when he went down to find out what happened and get information the front desk person was rude, argumentative and would not deal with it after admitting that is what happened. he said you need to call my manger long distance on your own time tomorrow and speak with her and have her deal with it and address it. that is not customer service after you take someones money without authorization for something that was already paid. being that my husband was upset he walked away and called me to deal with it as this stress was not helping his heart condition to begin with. I called hotels.com and they called the front desk, it took them 15 minutes to get through as no one would answer as they probably knew what was happening. hotels.com told them the visit was prepaid and they must return the funds immediately and the person simply said I will speak to the manager tomorrow. As of yet the money has not been returned, they checked out on January 20 at 3pm. The credit card still shows $136.55 + $220.44 Canadian Dollars charged by this property when it should be $0.00. I called the hotel yesterday and was given the run around when the manager would be there and I called again this morning and am being told she will be in in the afternoon. I have no time to chase these people which is why I am writing this and we want our money back. Thank you.