Four Points Sheraton Downtown Asheville
Four Points Sheraton Double booked rooms causing a wedding couple to pay for rooms other guests stayed in and paid for too

My fiance and I signed a contract with this hotel to block rooms for our October wedding. We were told upon signing the contract that when it went up the rooms would be released and if the hotel sold out we would not be responsible for the additional rooms. About two weeks before the wedding we were informed by the hotel manager, Walter Welchel, that we had met attrition and would not get charged for aditional rooms. I have this in writing. We were never informed of any rooms getting cancled and we witnessed several people being turned away that weekend because the reception desk said the hotel was sold out. Dispite this we found out two days after the wedding that we would be charged almost $2000 for rooms we didn't utilize because of cancelations we were never informed of. We went through the credit card company but they couldn't help us because we didn't have proof on paper of the hotel being sold out. We went through the hotel but Mr. Welchel closed our complaint file twice without informing us or ever doing anything about it. We talked to Sheraton's cooporate office but they told us the hotel would need to show proof it was sold out and since the hotel has been less than helpful on all attempts we can't get the proof. Even though the coporate office should be able to show the hotel was sold out no one is willing to help because it will look bad if we get refunded for rooms the were rented out to other guests at full price. We do have documentation that there was no availability a few weeks prior to the wedding wekend. After dealing with the cooporate we are relativly sure this double charging isn't uncommon for this particular hotel chain.

I have proof, in the form of emails sent to me by Mr. Welchel with cooporate signatures, that We had met attrition and would not be charged and that we would get keys to every room we paid for, which we did not.

Company: Four Points Sheraton Downtown Asheville
Country: USA
State: North Carolina
City: Asheville
Address: 22 Woodfin St
Phone: 8282531851
Site: starwoodhotels.com

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