Business ProfileforDrury Hotels Company, LLC

I went to the website of the Drury Inn to book a room, I didnt realize that a third party was involved that charged a hundred dollars, then when I tried to cancel 4 days prior to check in, I was told that I would not receive a refund, the day before checking in my daughter couldnt believe this was a fact called. They made her get me on the phone to tell us the same thing. When I questioned the 30% fee I was told it was a third party fee. This Inn is charging 30% for someone else to do their website billing and charging 100$ to tell its customers they will never refund a cancellation? Why is this even legal? I was told it was in the paperwork. I think this is shady business.

Better Business Bureau Re: Drury Hotels, Response to Customer Complaint *********************** Dear Sir or Madam:My name is ********************* and I am Corporate Counsel for Drury Hotels Company (Drury). Drury manages the Drury ************ ************, in ************, ******** (the Hotel). I am proud to report that Drury has won the JD Power Award 16 consecutive years for Customer Satisfaction, has received the Torch Award from the St. Louis Better Business Bureau (the BBB) and has an A+ rating with the BBB. We are in the business of taking care of our guests, not taking actions that encourage them to leave complaints with the BBB. I should add that the Hotel is part of the Drury chain of hotels and follows corporate procedures that apply to all Drury Hotels. We are sorry that *********************** is upset about her experience with the Hotel, but it appears that there was merely a misunderstanding as it relates to Drurys relationship with third-party providers. **************** states in her complaint that she made a reservation at the Hotel and attempted to cancel four (4) days prior to check-in, however, she did not realize that she purchased her stay through a third party. She states that the third party charged her an additional hundred dollars for her stay. As well, Ms. ******* daughter, **********************, sent a complaint to Drurys Advance Purchase Hardship team complaining of her mothers non-refundable reservation. In Ms. ********** complaint, she states that when her mother made the reservation, she did not realize that she made a non-refundable reservation through a third-party website. ********************** asked if her mother could either change the reservation date or receive a refund. Our Advance Purchase team responded that **************** could make another Advance Purchase reservation through the same third party, send the new confirmation number to Drurys Advance Purchase team, and then Drury would request the third party to refund the original reservation. Unfortunately, Drury does not have the ability to refund the original reservation since the funds were paid by **************** to the third party. **************** responded to Drurys Advance Purchase team that while she will rebook, she does not want to rebook through the third party and pay the third-party fees. Drurys Advance Purchase team responded that since that since the original reservation was made through a third party, we do not have the ability to refund Ms. ******* card for the original reservation amount. However, in an effort of good faith, Drury agreed to refund the payment Drury received from the third party, and then request the third party to refund the full amount to ****************. This should take approximately ***** business days to complete. For the reasons set out above, we are confident that we complied with the law and best practices in the hospitality industry in handling this matter and that there is nothing further for us to do for ****************. As always, if you have any questions or concerns, please do not hesitate to call or email me.Sincerely,********************* Corporate Counsel