Hampton Inn Winfield

My husband and I had to travel to Winfield on 10/20/2023 so we chose this hotel due to the reviews and location. We were there to put our daughter and unborn child to rest that passed on that prior Monday. We arrived at this hotel after noon proceeded to check in. As AARP members our room was priced at $150. We paid cash and was then told their door key machine was down and they would have to let us in our room. After entering the room I noticed a very strong odor of urine from the bathroom floor. I called the desk and a young lady came in and sprayed something in the toilet which did no good. After 4 hours I went back to the desk and asked if we could have our room key and was told they could not make keys till Tuesday! I then get an alert from my bank showing that this hotel charged my debit card $216.52. I immediately went back to the desk and the lady assured me it was just a hold and after the night audit it would come off my card. This morning we wake up to bury our daughter and unborn child to only find the charge still on my card. I again go back to the desk and was informed that the lady that checked us in not only took the cash but charged the card!!! The lady said “I will call my GM and get this fixed” this was at 10am. After the funeral we went back due to not receiving a call that this was corrected and was told that the Assistant Manager was going to fix it. This was already so unbelievable heartbreaking why we were there and now we have to deal with this! As of 6pm we still have not heard from this hotel nor has our debit card been credited back.