West End hotel named in ‘bait and switch’ lawsuit

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HENRICO COUNTY, Va. (WTVR) – The Virginia Attorney General’s Office has filed a lawsuit against the company that runs a West End hotel.

GRM Management LLC is accused of using “bait and switch” tactics at the Richmond Magnuson Grand Hotel and Convention Center. The hotel is located at
6531 West Broad St. in Henrico County.

Richmond Magnuson offered and confirmed room rates at one price, but told customers when they arrived that their room was not available, according to the lawsuit. The hotel would then raise the rate the rooms that were available room, Attorney General’s Office alleged.

At least 29 customers who attended a dance festival at the hotel last August said they were overcharged nearly $50. They were quoted a price of $73, but charged $87 per night plus tax, according to the Attorney General’s office. Over three nights, those customers paid $48.24 more than they were originally quoted.

“Virginia consumers have every right to expect that agreements will be honored when it comes time for delivery of goods and services,” Attorney General Herring said in a statement. “I will not tolerate businesses that misrepresent themselves or mislead customers and my office is absolutely committed to protecting Virginia consumers from such practices.”

The Attorney General’s Office asked anyone who comes across a “bait and switch” tactic to call the state’s consumer protection hotline at (800) 552-9963, or file a complaint online here.