Joy Oh

Review of Affinia Shelburne Hotel

Confusing billing, hold not released

Confusing billing, hold not released
I was told by their staff via email that the payment will be deducted from my credit card two days before (5 May 2019), but it wasn't done. When I checked in (7 May 2019), I expressed the willingness to make upfront payment as I would like to avoid any issues with credit card limit when I check out. However the lady who managed my check in did not want to accept up front payment and instead took a $1000 hold on my card.
Two nights later (9 May 2019), I approached another staff who helped with reorganising my bill and processed my payment for the stay. He told me that the hold has been released and if there is any issues, I should check with my bank instead. One week later, after leaving US (17 May 2019), I did a check with my bank, and the bank told me that the money is still held by the merchant (Shelburne Hotel & Suites).
When I checked out (13 May 2019), I double checked for the hold amount and whether or not it has been released with the front desk staff. It was another lady, and she told me that my hold was $250 and it will be released. Clearly, there is a series of inconsistencies with regards to my billing and I was told very clearly that my hold is $1000 and not $250.

$35 'Hotel Facilities Fee' is uncalled for
All guest had to pay a $35 daily for a 'Hotel Facilities Fee' and this includes all day access to their 'bar'. We are entitled to $10 worth of goods from the bar and anything more than that is chargeable. The bar is filled with boxes cereals (Valued at around $4.40/ box), milk ($4.40 too), some chocolates, some beers and water. A 1.5litre mineral water is valued at a cost of around $10 too. This $10 credit will be forfeited if it is not utilised by the end of the day. Items in the bar is clearly overpriced and does not justify the $35 daily fee.

Also, the (same) lady who checked me in (7 May 2019) did not notify me of any facilities within the hotel, and it is definitely not pleasant to hear about it from another staff, much later during my stay, who is introducing the hotel facilities to another guest who have just checked in.
Moreover, the other lady at the check in counter was also rude to me when I requested for an electric kettle to be placed in my room (This took place on 7 May 2019, when I checked in, as well).

Nonetheless, the room is big, clean and well maintained. The location is great too! It would be a much pleasant stay If not for the problems with regards to my billing, and the exorbitant daily hotel fee.