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Best Western Auburn/Opelika

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Best Western Auburn/Opelika Reviews (1)

RE: Case# [redacted] - [redacted]
margin-bottom: 5pt;">Dear Ms. [redacted],
In reference to the case opened by Mr. [redacted] and the allegations made by him, I assure you that they are not true, Mr. [redacted] stayed at the Best Western located in Opelika, AL for two nights starting on November 19" and leaving the morning of November 21”. Mr. [redacted] had reserved his room using a credit card, we'll call that Card 1 for this purpose. When he checked in, he changed his CREDIT card on file to a different DEBIT card, we'll call that Card 2. -
On the day of his arrival, Card 1 was pre-authorized (not charged) for his first night's room rate and tax ($91,39). When he checked in and used Card 2 to pay for his stay, the pre-authorization on Card 4 was released per our system standards, Card 2 was then pre-authorized for his first night's room rate and taxes ($91,39). On his second night's stay, his card was pre-authorized for an incremental charge of his second night's room rate and taxes, which totaled $136.59. This is a pre-authorization only signaling to the customer's bank to reserve these amounts from the customer's debit card for the customers stay at the Best Western. When Mr. [redacted] checked out or the morning of the 21", our system then charged his debit card $227.98 ($91,39 + $135.59) and released the two prior pre-authorizations. The 21" was a Sunday, which means banks and credit card processors aren't open and therefore not processing transactions. This is typical,in that pre-authorization releases that happen over the weekend take a few days to get processed and cleared from the customer's bank account. This is of no fault of us, the merchant, but is the way processing by all credit card company's is handled. On top of that, Thanksgiving fell on the 26", in which case most banks were closed not only that day, but also the day before,and perhaps the day after, and not processing transactions causing further delay in Mr. [redacted]'s release of the pre-authorization.
| spoke with Mr. [redacted] on November 27" over the phone explaining the situation and that we, at the hotel had submitted the proper releases and charges in our system, which happens automatically. He was very irate and had a temper. During my attempt to explain the scenario, he yelled at me and hung up the phone. In an effort to properly communicate to him the situation, I called him back and left a voicemail message stating that he will need to call HIS bank where he has his debit card at and talk to them to get an idea of when the authorization would be released since different banks have different policies regarding that, then left him a text message stating that I had left him a voicemail with my recommendation of what he should do goinng further. His response to me was "Please do not contact me again, plan to file a complaint with the chamber and the Revdex.com." I have attached a screenshot of this text exchange below. I double checked with my credit card processor to ensure there was no mistake or discrepancy and found none, I have attached a screenshot from the processor's website showing the correct charge of $227.98 only on Mr. [redacted]'s credit card with no record of the $136.59 charge he is claiming to be overcharged.
I run a reputable business and take pride in my guests having an enjoyable place to stay when they choose my hotel to call their home away from home. If there are issues, billing or otherwise, personally see to it that they are satisfactorily resolved for guests. We are ranked Number 2 in our Opelika, AL market on Tripadvisor of all hotels, we have received numerous awards from our franchise and our travel agency partners. assure you, we do not arbitrarily over charge our guests. If vir. [redacted] wasn't so irate and stubborn, and a bit more patient he would have realized this problem wasn't my fault and would’ve been cleared up automatically from HIS bank if he just Waited an extra day or two.
Please call me at [redacted] to discuss further. -
Thank You,
[redacted]
General Manager
Best Western

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Address: 205 N 21St Street, Opelika, Alabama, United States, 36801

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