Sheraton Parsippany Hotel — Hotel in Parsippany-Troy Hills

We arrived for a wedding on Sept 29, 2023. Our room was prepaid by the wedding family. The front desk rep asked for my credit card for $50 incidentals only. She clarified the room was already fully paid for by the family (who had booked multiple rooms for their wedding guests) and that my card would not be charged.

On Oct 2nd My credit card was charged for $856.25 USD for 3 nights. I called the hotel and the rep looked at the booking and said she could see the room was charged in full for 3 days but I she could not do anything about it and I would have to email the manager. The rep confirmed that the booking had the email of the wedding family and their address as well. I said is it possible the prepayment info got cancelled some how because the rep asked for and entered my Mariott Bonvoy rewards number to get free Internet access? She said she was not sure.

I was given manager Jin Hong's email and phone. I emailed Ms. Hong with the details and she never responded. I called during the day numerous times when Ms. Hong was at the property and she never picked up. So I left phone messages multiple times with my phone number and she did not respond.

The wedding family also called and emailed the manager but got no response. I felt this was very irresponsible for any professional organization to not have the courtesy to respond.

In November, I called Marriot Bonvoy Customer service and they wrote up a formal complaint. They asked me to email them all details of my bill and email and other communications with the property.

I emailed Bonvoy Customer Service the details of bill wrongful charges to my credit card and copies of my emails and screen shots of my phone calls. Bonvoy customer service sent all that info to the hotel.

Next day, I got a call from Jin Hong saying she never received any emails or phone messages. I thought, "is this lady for real?" She said the room was never paid for before by the wedding party family. I mentioned that the wedding family's credit card statement has clear records of charges for the room.

And then to my surprise she made up a story that she had asked the front desk rep from Sept 29th and she remembers talking to me and telling me that the room was not paid for. I thought "wow!"

I asked Ms. Hong if the rep remembers what I looked like, and Ms. Hong fired back that it would not be possible to remember what you looked like because they have hundreds of guests who visit the property.

So, the rep remembers a conversation with a guest from a month ago but has no clue what he or she looked like, especially when they have distinct attire and look like me?

I gave Ms. Hong the wedding family's phone number and she said she would call them and if they paid for the room she would refund my money back.

She called them that night and told them that she would refund charges to my credit card if they paid for the room even after they said they had already paid for the room as per their credit card charges. After this conversation they emailed Ms. Hong (with a cc to me) for her supervisor's contact information, she replied them saying she would provide that info only after they provided payment for my room.

She never refunded my credit card.

So overall, it's been a once-in-a-life time nightmare experience with this hotel’s management. I will call it Daylight robbery for being charged for the same room on two credit cards after their numerous errors were detailed. No professional accountability or ability to trace back the billing error has been shown by the management. Lies and deceit have been made up by the property Manager after being non-responsive to emails and phone messages left on her voice mail. There seems to be no one at the hotel above her to keep her accountable or to respond to client concerns. The front desk with only provide her email and phone when called.

I do not recommend anyone stay at this hotel. If you do, please get a printout of charges before you leave the hotel and ensure you have not been...

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