Candlewood Suites Raleigh Crabtree

I reserved this room for my brother and sister in law anniversary. The front desk employee did his best to accommodate such. The first two rooms he showed was not to my liking but then he was able to gt me into one of their 3rd floor suites, which was perfect. A housekeeper even helped me set things up in room for them. I was pleased at that moment.

I knew that I would possibly be charged a fee that would be reimbursed upon check out, give or take a few days after. The site I used to reserve room mentioned such. But when I saw the amount held the next day, it didn’t look like a holding fee, it looked like another charge for another room. Upon calling about such I was reassured otherwise. So I waited the max days that I was told my funds would be released. The money was not released, it was an actual charge like I originally assumed. Called hotel again and was told by Anna that if I gave her my bank fax number she would send paperwork for them to release bc it was my bank holding funds not them. Called bank, they stated they only needed 6digit authorization code. Merged call with bank and hotel. Ms Anna story changed. There was no 6 digit code available. But if she would have just checked like I asked, she would see that someone actually processed my card for another room for someone else. I know this bc I received email using another guests name but my info, but upon calling hotel about such prior they claimed no one stayed there by that name. So this left my bank having to do a dispute bc Ms Anna claims she didn’t see other charge when clearly my bank and I was seeing this charge. Meaning I will have to wait out max time of 10 days to receive my money back upon investigation. Their front dest clerks need to be properly trained on making transactions and having an understanding of such. I worked at a hotel so I know the ropes and every time i called regarding these funds, the one who did transaction or the other workers who answered calls were unable to assist, I had to either hold for Ms Anna-Marie or call back when she was available. Bad for business.