Best Western Capital Beltway

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] ? Complaint: [redacted] I am rejecting this response because: Who do I contact regarding this customer service issueEveryone I call customer service, I am given a different story as to "what really happened" Regards, [redacted]

Dear [redacted] Thank you for letting us know regarding this submitted complaint.Our goal is to provide the best service possible to all our hotel guests Unfortunately, upon arrival of [redacted] , front desk attendant Bryante advised [redacted] that virtual credit card was declined Bryante advised [redacted] to provide a form of payment in order for him to chethe room reservation However, [redacted] replied by saying that her room reservation has been paid in advance through a third party ( [redacted] ) [redacted] refused to provide a credit card Additionally, Bryante advised [redacted] that a credit card is required to chefor incidentalInstead of [redacted] providing the credit card requested by Bryante, [redacted] and her party decided to leave the property and stayed elsewhere The following day, front office Manager Lisa W [redacted] called [redacted] to investigate the incident [redacted] apologize that the virtual card was not loaded upon guest arrival Lisa W [redacted] immediately contacted [redacted] and was advised to request a full refund from [redacted] [redacted] confirmed that [redacted] was provided a full refund of her room reservation In addition to a full refund from [redacted] , [redacted] is demanding for Best Western Capital Beltway Hotel to reimburse her hotel stay elsewhere If [redacted] decided to stay in other hotel and able to provide form of payment, [redacted] could have done the same in order for Bryante to accommodate her upon arrival Any issues thereafter could have been resolved the following morning soon as the third party becomes available [redacted] will never be doubled charged for her overnight stay.We apologize for any inconvenience but the Best Western Capital Beltway will not reimburse the overnight stay that [redacted] decided to spend at the other hotel.Should you have any questions regarding this matter, please contact me directly at ###-###-####.Sincerely,Helen H***General ManagerBest Western - Capital Beltway Hotel [redacted] Lanham, MD

Dear [redacted] ,I am requesting your assistance to bring this matter to a close [redacted] clearly is not willing to put this case to a close even after she accepted the $gift card from the Best Western Corporate office and repeated apology At no time I was upset on this situation other than to handle her concerns I apologize that she was not able to park in front of the hotel as she wanted to, but she still was able to park in the hotel parking lot As to what she mentioned witnesses at her doctors office, I am sure they can attest to her overwhelming behavior on how she was over-talking and screaming on a phone conversation Apology from Glenn and I is extended to [redacted] and hopeful that she will give us the opportunity to better serve her on her future visit to the DC area.Your kind assistance to put this matter to a close is very much appreciated.Sincerely,Helen H [redacted]

Dear [redacted] Thank you for the update regarding this matter It is good to know that [redacted] did not asked Bryante for a refund or did not called Best Western Customer care demanding a refund However, after reviewing her file #160321-from Best Western Customer Care, Vanessa (ID number ***) did not advised [redacted] that she will reimburse her stay at the [redacted] ***If [redacted] is seeking restitution for a full reimbursement on her stay at [redacted] ***, [redacted] has her rights to contact Best Western Customer Care again to voice out her concern regarding the mentioned reimbursement Please be advised that the Best Western Capital Beltway Hotel did not charged [redacted] for any amount, therefore Best Western Capital Beltway Hotel will not be able to provide a refund to [redacted] For the record, [redacted] did in fact received a full refund from the third party ( [redacted] ) where she booked her room reservation directlyWe apologize for the inconvenience and appreciate your assistance to this matter Please contact me directly should you have additional questions or concernsBest Regards, Helen H [redacted] General Manager Best Western Capital Beltway Hotel E-mail: [redacted] Phone: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The information provided by the General Manager is completely & utterly falseMrGlenn B [redacted] , the employee in which the complaint was directed, never apologized, nor did he do anything to correct the situationIt is impossible for him to know where we had to park, because he was not in our vehicle, nor did he make any attempt to allow us to show him the distance from the hotel He definitely did not display not concern regarding the handicapped spaces being occupied by vehicles without a handicap placardMy complaint to customer service, included all the details provided to youI have several witnesses to the behavior of the manager, Glen B [redacted] , as my fiancé & uncle were also present during the conversationWhen my conversation with MsH [redacted] occured, I was sitting in the waiting room at my doctors office; with of the staff present to witnesses to the yelling, disrespect & unprofessional attitude, shown to me by the General Manager, Helen H***I never at any time requested that the employee be fired from his position or demanded a refundI did however, question her as to how her employee could have knowledge of our parking location? I also asked her, if she was going to honor my request for some type of refundIn addition to the above questions posed to MsH***, I also suggested customer service training for her employeeIt was at this time, that MsH [redacted] became extremely upset, began raising her voice and accused me of lying & stated that she had no intention of giving me a refundAfter being insulted & verbally attacked, I naturally became very upset and informed her that she was being extremely rude & disrespectfulI explained that I would be following up with the customer service department, regarding her inability to rectify the situation MsH [redacted] then explained that, since she has been in contact with me, the complaint file is now closed & there was nothing I could doAt no time did I inform her of my intention to file a complaint with the Revdex.com After posting my complaint on the Best Western facebook page, posting on their customer feedback site & emailing several company executives, I was contacted by Best Western International headquarters, regarding my complaintI was offered a good faith gift card of $because they are unable to issue refunds of the paid feesEach hotel is individually owned & I was told by customer service that the hotel would have to directly issue any refund of feesThey also informed me that this incident would be placed in the hotel's permanent file & that I should follow through with my Revdex.com complaintI am aware, that the employees involved in the incident, are trying to protect their jobs & will never be honest Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Who do I contact regarding this customer service issueEveryone I call customer service, I am given a different story as to "what really happened"
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Who do I contact regarding this customer service issueEveryone I call customer service, I am given a different story as to "what really happened"
Regards,
*** ***

Dear ***Thank you for letting us know regarding this submitted complaint.Our goal is to provide the best service possible to all our hotel guests. Unfortunately, upon arrival of *** ***, front desk attendant Bryante advised *** that virtual credit card was declined.
Bryante advised *** to provide a form of payment in order for him to chethe room reservation. However, *** replied by saying that her room reservation has been paid in advance through a third party ( ***). *** refused to provide a credit card. Additionally, Bryante advised *** that a credit card is required to chefor incidental. Instead of *** providing the credit card requested by Bryante, *** and her party decided to leave the property and stayed elsewhere. The following day, front office Manager Lisa W*** called *** to investigate the incident. *** apologize that the virtual card was not loaded upon guest arrival. Lisa W*** immediately contacted *** and was advised to request a full refund from ***.. *** confirmed that *** was provided a full refund of her room reservation. In addition to a full refund from ***, *** is demanding for Best Western Capital Beltway Hotel to reimburse her hotel stay elsewhere. If *** decided to stay in other hotel and able to provide form of payment, *** could have done the same in order for Bryante to accommodate her upon arrival. Any issues thereafter could have been resolved the following morning soon as the third party becomes available. *** will never be doubled charged for her overnight stay.We apologize for any inconvenience but the Best Western Capital Beltway will not reimburse the overnight stay that *** decided to spend at the other hotel.Should you have any questions regarding this matter, please contact me directly at ###-###-####.Sincerely,Helen H***General ManagerBest Western - Capital Beltway Hotel*** *** *** ***Lanham, MD

Dear ***Thank you for the update regarding this matter. It is good to know that *** did not asked Bryante for a refund or did not called Best Western Customer care demanding a refund. However, after reviewing her file #160321-from Best Western Customer Care, Vanessa (ID number ***) did not advised *** that she will reimburse her stay at the *** ***. If *** is seeking restitution for a full reimbursement on her stay at *** ***, *** has her rights to contact Best Western Customer Care again to voice out her concern regarding the mentioned reimbursement. Please be advised that the Best Western Capital Beltway Hotel did not charged *** for any amount, therefore Best Western Capital Beltway Hotel will not be able to provide a refund to ***. For the record, *** did in fact received a full refund from the third party (***) where she booked her room reservation directly.We apologize for the inconvenience and appreciate your assistance to this matter. Please contact me directly should you have additional questions or concerns.Best Regards,Helen H***General ManagerBest Western Capital Beltway HotelE-mail: ***Phone: ###-###-####

Dear ***Thank you for the update regarding this matter. It is good to know that *** did not asked Bryante for a refund or did not called Best Western Customer care demanding a refund. However, after reviewing her file #160321-from Best Western Customer Care, Vanessa (ID number ***) did not advised *** that she will reimburse her stay at the *** ***. If *** is seeking restitution for a full reimbursement on her stay at *** ***, *** has her rights to contact Best Western Customer Care again to voice out her concern regarding the mentioned reimbursement. Please be advised that the Best Western Capital Beltway Hotel did not charged *** for any amount, therefore Best Western Capital Beltway Hotel will not be able to provide a refund to ***. For the record, *** did in fact received a full refund from the third party (***) where she booked her room reservation directly.We apologize for the inconvenience and appreciate your assistance to this matter. Please contact me directly should you have additional questions or concerns.Best Regards,Helen H***General ManagerBest Western Capital Beltway HotelE-mail: ***Phone: ###-###-####

Dear [redacted],This e-mail is in response to ID #[redacted].  Thank you for forwarding her e-mail.[redacted] contacted Best Western International Customer Care on August 21, 2014 to report her unhappy experience for the reason that she could not find any...

available handicapped parking space or regular parking space in front of the hotel.  She also reported that our front office Manager, Glenn was rude to her.  Glenn advised me that all he did was to apologized to [redacted] for not being able to park in front of the hotel.  [redacted] was able to park on the left side part of the hotel (facing the hotel) which was not 3 blocks away and this was confirmed by our hotel staff who oversee the hotel parking.  Because of her request to be contacted by the General Manager, on the morning of August 22, 2014, I immediately contacted [redacted]  on her home number ###-###-#### which was noted on her complaint file #[redacted] answered the phone and start telling me how unhappy she was on the parking situation and for Glenn being very rude to her before I can even apologize to her inconvenience.  [redacted] demanded for me to do something on Glenn's unprofessional behavior towards her and insist that I should fire Glenn.  Every time I wanted to respond to her question like what I am going to do with Glenn, [redacted] continues to demand that Glenn should be fired and I must give her a full refund.  Needless to say, I allow [redacted] to speak with her overwhelming screaming voice and all I did was listen to her talk.  After she pause, I then tried to reply but she did not allow me to speak.  Her last demand is for me to give her full refund otherwise she will write to Revdex.com. As I was about to respond to her demand, she hang up the phone.  Her  reported issue to Best Western Customer Care clearly did not specify any other issues or concerns other than Glenn being rude and parking 3 blocks away from the hotel.  On August 4, 2014, [redacted] forwarded the same e-mail sent to Revdex.com to Best Western Customer Care.  On August 05, 2014, Customer care reponded to [redacted]'s e-mail by contacting her directly over the phone ###-###-####.  Customer care apologized to her negative experience and offered [redacted] a $40.00 Travel Card to retain her as a Best Western guest.  [redacted] accepted and confirmed the address where to send the mail.Our hotel staff are trained to practice the Best Western Vision, " To Lead the Industry with superior customer care".  Thank you again Brenda for sharing [redacted] issues.Should you have any questions, please contact me directly at ###-###-####.Best regards,Helen H[redacted]General ManagerBest Western - Capital Beltway Hotel5910 Princess Garden ParkwayLanham, MD 20706

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Who do I contact regarding this customer service issue. Everyone I call customer service, I am given a different story as to "what really happened".
Regards,
[redacted]

Dear [redacted]
Thank you for letting us know regarding this submitted complaint.
Our goal is to provide the best service possible to all our hotel guests.  Unfortunately, upon arrival of [redacted], front desk attendant Bryante advised...

[redacted] that virtual credit card was declined.  Bryante advised [redacted] to provide a form of payment in order for him to check-in the room reservation.  However, [redacted] replied by saying that her room reservation has been paid in advance through a third party ( [redacted]).  [redacted] refused to provide a credit card.  Additionally, Bryante advised [redacted] that a credit card is required to check-in for incidental. Instead of [redacted] providing the credit card requested by Bryante, [redacted] and her party decided to leave the property and stayed elsewhere.  The following day, front office Manager Lisa W[redacted] called [redacted] to investigate the incident.  [redacted] apologize that the virtual card was not loaded upon guest arrival.  Lisa W[redacted] immediately contacted [redacted] and was advised to request a full refund from [redacted]..  [redacted] confirmed that [redacted] was provided a full refund of her room reservation.  In addition to a full refund from [redacted], [redacted] is demanding for Best Western Capital Beltway Hotel to reimburse her hotel stay elsewhere.  If [redacted] decided to stay in other hotel and able to provide form of payment, [redacted] could have done the same in order for Bryante to accommodate her upon arrival.  Any issues thereafter could have been resolved the following morning soon as the third party becomes available.  [redacted] will never be doubled charged for her overnight stay.
We apologize for any inconvenience but the Best Western Capital Beltway will not reimburse the overnight stay that [redacted] decided to spend at the other hotel.
Should you have any questions regarding this matter, please contact me directly at ###-###-####.
Sincerely,
Helen H[redacted]
General Manager
Best Western - Capital Beltway Hotel
[redacted]
Lanham, MD 20706

Dear [redacted],I am requesting your assistance to bring this matter to a close.  [redacted] clearly is not willing to put this case to a close even after she accepted the $40.00 gift card from the Best Western Corporate office and repeated apology.  At no time I was upset on this situation other than to handle her concerns.  I apologize that she was not able to park in front of the hotel as she wanted to, but she still was able to park in the hotel parking lot.  As to what she mentioned witnesses at her doctors office, I am sure they can attest to her overwhelming behavior on how she was over-talking and screaming on a phone conversation.  Apology from Glenn and I is extended to [redacted] and hopeful that she will give us the opportunity to better serve her on her future visit to the DC area.Your kind assistance to put this matter to a close is very much appreciated.Sincerely,Helen H[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The information provided by the General Manager is completely & utterly false. Mr. Glenn B[redacted], the employee in which the complaint was directed, never apologized, nor did he do anything to correct the situation. It is impossible for him to know where we had to park, because he was not in our vehicle, nor did he make any attempt to allow us to show him the distance from the hotel.  He definitely did not display not concern regarding the handicapped spaces being occupied by vehicles without a handicap placard. My complaint to customer service, included all the details provided to you. I have several witnesses to the behavior of the manager, Glen B[redacted], as my fiancé & uncle were also present during the conversation. When my conversation with Ms. H[redacted] occured,  I was sitting in the waiting room at my doctors office; with 3 of the staff present to witnesses to the yelling, disrespect & unprofessional attitude, shown to me by the General Manager, Helen H[redacted]. I never at any time requested that the employee be fired from his position or demanded a refund. I did however, question her as to how her employee could have knowledge of our parking location? I also asked her, if she was going to honor my request for some type  of refund. In addition to the above questions posed to Ms. H[redacted], I also suggested customer service training for her employee. It was at this time, that Ms. H[redacted] became extremely upset, began raising her voice and accused me of lying & stated that she had no intention of giving me a refund. After being insulted & verbally attacked, I naturally became very upset and informed her that she was being extremely rude & disrespectful. I explained that I would be following up with the customer service department, regarding her inability to rectify the situation.  Ms. H[redacted] then explained that, since she has been in contact with me, the complaint file is now closed & there was nothing I could do. At no time did I inform her of my intention to file a complaint with the Revdex.com.  After posting my complaint on the Best Western facebook page, posting on their customer feedback site & emailing several company executives, I was contacted by Best Western International headquarters, regarding my complaint. I was offered a good faith gift card of $40.00 because they are unable to issue refunds of the paid fees. Each hotel is individually owned & I was told by customer service that the hotel would have to directly issue any refund of fees. They also informed me that this incident would be placed in the hotel's permanent file & that I should follow through with my Revdex.com complaint. I am aware, that the employees involved in the incident, are trying to protect their jobs & will never be honest. 
Regards,
[redacted]

Dear [redacted]
Thank you for the update regarding this matter.  It is good to know that [redacted] did not asked Bryante for a refund or did not called Best Western Customer care demanding a refund.  However, after reviewing her file #160321-7096 from Best Western Customer Care, Vanessa (ID number [redacted]) did not advised [redacted] that she will reimburse her stay at the [redacted]. If [redacted] is seeking restitution for a full reimbursement on her stay at [redacted], [redacted] has her rights to contact Best Western Customer Care again to voice out her concern regarding the mentioned reimbursement.  Please be advised that the Best Western Capital Beltway Hotel did not charged [redacted] for any amount, therefore Best Western Capital Beltway Hotel will not be able to provide a refund to [redacted].  For the record, [redacted] did in fact received a full refund from the third party ([redacted]) where she booked her room reservation directly.
We apologize for the inconvenience and appreciate your assistance to this matter.  Please contact me directly should you have additional questions or concerns.
Best Regards,
Helen H[redacted]
General Manager
Best Western Capital Beltway Hotel
E-mail: [redacted]
Phone: ###-###-####

Dear [redacted]Thank you for letting us know regarding this submitted complaint.Our goal is to provide the best service possible to all our hotel guests.  Unfortunately, upon arrival of [redacted], front desk attendant Bryante advised [redacted] that virtual credit card was declined. ...

Bryante advised [redacted] to provide a form of payment in order for him to check-in the room reservation.  However, [redacted] replied by saying that her room reservation has been paid in advance through a third party ( [redacted]).  [redacted] refused to provide a credit card.  Additionally, Bryante advised [redacted] that a credit card is required to check-in for incidental. Instead of [redacted] providing the credit card requested by Bryante, [redacted] and her party decided to leave the property and stayed elsewhere.  The following day, front office Manager Lisa W[redacted] called [redacted] to investigate the incident.  [redacted] apologize that the virtual card was not loaded upon guest arrival.  Lisa W[redacted] immediately contacted [redacted] and was advised to request a full refund from [redacted]..  [redacted] confirmed that [redacted] was provided a full refund of her room reservation.  In addition to a full refund from [redacted], [redacted] is demanding for Best Western Capital Beltway Hotel to reimburse her hotel stay elsewhere.  If [redacted] decided to stay in other hotel and able to provide form of payment, [redacted] could have done the same in order for Bryante to accommodate her upon arrival.  Any issues thereafter could have been resolved the following morning soon as the third party becomes available.  [redacted] will never be doubled charged for her overnight stay.We apologize for any inconvenience but the Best Western Capital Beltway will not reimburse the overnight stay that [redacted] decided to spend at the other hotel.Should you have any questions regarding this matter, please contact me directly at ###-###-####.Sincerely,Helen H[redacted]General ManagerBest Western - Capital Beltway Hotel[redacted]Lanham, MD 20706

Review: My fiancé and I decided to meet a few of his relatives at [redacted] Park for an overnight visit. We checked into the Best Western Capital Parkway Hotel, on Saturday July 19, 2014 at 7:17pm. We chose this hotel because it appeared nice on the website, reasonably priced, located relatively close to our destination and was the only hotel within a reasonable distance that had multiple rooms available for our selected date. Because we were all traveling from different states and unfamiliar with the area, we trusted the reviews on the company’s website.

After spending the day at [redacted], we decided to check into our rooms to rest for a little while and freshen up before we went out for dinner. Upon, entering our hotel room I noticed, that the room was not up to my standards of cleanliness. The bathroom tub did not appear to have been cleaned. This became more apparent, when I noticed someone else’s hair was still in the tub. In addition, the carpets throughout the room, as well as the bathroom floor were both stained. I immediately placed a call to the hotel’s front desk, to see if someone was available to clean the bathroom, however there was no answer. Thank goodness, my mother taught me to always disinfectant spray.

Since, we began our trip at 4:00 a.m., in North Carolina and were both extremely exhausted, we opted to spray everything down with disinfectant spray, place a plastic bag in the bottom of the shower and wear shoes when we walked around the room. Of course, we assumed that we would be able to speak with the front desk on our way out to dinner. This proved unsuccessful, because again; there was no one at the front desk when we left the hotel. While I thought this to be somewhat odd, I was not concerned. I am a rational person and realized, that this can often happen if there is only one staff member assigned to work during that time frame.

Therefore, we decided to continue with our evening plans and try again when we returned. Since, there were several of us leaving the hotel for dinner, we decided to ride together in one vehicle to avoid parking difficulties in Downtown, DC. The hotel offered free parking, so we did not see any issues in our leaving for a few hours, to continue with our family plans. This proved to be the absolutely worse assumption we could have made. When we returned from our evening outing, the hotel parking lot was completely full. Which happened to include the handicap parking spaces as well. Of course, we were in total shock; surely the hotel has some sort of designated guest parking. As we drove around and around the parking lot, we realized that not only were there no empty spaces, there was also no designated guest parking. There, were however parking lot attendants that informed us there was a $10 charge to use the next door parking lot or we could continue to drive around looking for an available space. We decided to continue looking and after an additional 30 minutes of driving around, we finally located a space. Unfortunately, it was quite a distance away from the entrance of the hotel. For many people, this would not be an issue. However, I am disabled and while I have an invisible disability; one that is not visibly apparent, walking long distances or for extended amounts of time causing an extreme amount of pain.

Once we reached the hotel, I proceeded directly to the front desk. Although, I was in a great deal of pain and extremely exhausted, I made sure to approach the staff member in a calm and polite manner. As I began explaining my frustration, I noticed that his name tag said, Glen B, Guest Services Manager; surely he will offer some sort of alternative. I expressed to the manager my frustration as a hotel guest; unable to locate a parking space within a reasonable distance from the hotel, as well as the amount of time spent looking for an available space. I also explained the fact that I was disabled and even those spaces were taken. I explained, that as I walking toward the entrance of the hotel, I noticed that none of the vehicles parked in the handicapped spaces displayed a handicap placard. I then inquired as to why, a guest of the hotel would not be privy to a parking space and why was our only other option to pay a $10 fee for parking in a lot that was not hotel property. Keep in mind, that this hotel advertises several hotel amenities for their guest. Inclusive of the listed amenities are free parking, handicap accessibility and a restaurant/lounge located on the lower level of the hotel.

After I completed my explanation of the parking situation, the manager simply asked, “Did you find a place to park?” My reply to him was, “Yes we did, however it was quite some distance away from the hotel.” Again, the manager offered a dismissive response, stating “The restaurant/lounge was not connected to the hotel and he had no control over the lack of available parking. Since, we were able to find a space, he did not see what the problem was.” Needless to say, after his lack of concern, dismissive attitude and flat out rudeness, I was extremely upset. I vocalized my displeasure toward the treatment and poor customer service I had received from him. I then requested, the name and phone number to the hotel manager. He handed me a business card, wrote his name on the back (per my request) and I walked away. He behaved so unprofessionally and rudely, that I did not bother with expressing my complaints on the cleanliness of the room itself.

On Monday morning, after we returned home from our trip. I contacted the hotel, in order to speak with the General Manager (Helen H[redacted]. The phone call was answered by the person I was calling in reference too; Glen B. As soon as I asked to be connected to Ms. H[redacted], I was unhung up on and listening to silence. This was not the response I was expecting and decided to call the cell phone number listed on Ms. H[redacted]’s business card, in addition to contacting the customer service number listed on the Best Western website. My initial contact with Ms. H[redacted] was fairly basic. In which, she assured me that she would look into the situation.

Approximately two days later, I received a voicemail from Ms. H[redacted], stating that, “she had spoken with the employee and to contact her if she could be of further assistance. Quite frankly, I found this response extremely unsatisfactory. I contacted Ms. H[redacted] again, I inquired as to what type of reprimand his employee actually received and was the hotel going to honor my request of compensation. Ms. H[redacted], then explained that the employee stated, that we were able to find a parking space in the bus lot and did not have to park as far away as I had stated. He also said, that he offered to pay the $10 parking fee, as a form of customer appeasement. None, of which was the truth.

As I begin, to question Ms. H[redacted] regarding the fact that a) her employee was being dishonest and sounded as if he was suggesting that I was lying, b) how did he know where we ended up parking and c) was she going to honor my request for compensation. She began her response, by stating that she was in agreement with her employee, regarding the location of the space we found and was unwilling to offer us any type of refund. This was a tremendous issue for me. As I began to express my distain for her response, she began to get very upset and stated yelling me. As a matter of fact, she was so loud that the people, located in close proximity to me could hear everything she was saying. She accused me of being rude, stating that, “she was going to give me a full refund, now she was not.”

Obviously, I found this very upsetting and proceeded to display my disgust of her unprofessional attitude, poor customer service skills and inability to effectively manage her staff. This was my first time staying at a Best Western Hotel. Needless to say, it is unequivocally the worst experience I ever had. The treatment I have received from this establishment, was absolutely astonishing. I will never use this hotel establishment again and discourage everyone I know from using this hotel.Desired Settlement: At a minimum, they need to apologize for the poor customer service I received. In addition, to providing their staff with customer service training, possible employee termination and refund of paid charges.

Business

Response:

Dear [redacted],This e-mail is in response to ID #[redacted], [redacted]. Thank you for forwarding her e-mail.[redacted] contacted Best Western International Customer Care on August 21, 2014 to report her unhappy experience for the reason that she could not find any available handicapped parking space or regular parking space in front of the hotel. She also reported that our front office Manager, Glenn was rude to her. Glenn advised me that all he did was to apologized to [redacted] for not being able to park in front of the hotel. [redacted] was able to park on the left side part of the hotel (facing the hotel) which was not 3 blocks away and this was confirmed by our hotel staff who oversee the hotel parking. Because of her request to be contacted by the General Manager, on the morning of August 22, 2014, I immediately contacted [redacted] on her home number ###-###-#### which was noted on her complaint file #[redacted]. [redacted] answered the phone and start telling me how unhappy she was on the parking situation and for Glenn being very rude to her before I can even apologize to her inconvenience. [redacted] demanded for me to do something on Glenn's unprofessional behavior towards her and insist that I should fire Glenn. Every time I wanted to respond to her question like what I am going to do with Glenn, [redacted] continues to demand that Glenn should be fired and I must give her a full refund. Needless to say, I allow [redacted] to speak with her overwhelming screaming voice and all I did was listen to her talk. After she pause, I then tried to reply but she did not allow me to speak. Her last demand is for me to give her full refund otherwise she will write to Revdex.com. As I was about to respond to her demand, she hang up the phone. Her reported issue to Best Western Customer Care clearly did not specify any other issues or concerns other than Glenn being rude and parking 3 blocks away from the hotel. On August 4, 2014, [redacted] forwarded the same e-mail sent to Revdex.com to Best Western Customer Care. On August 05, 2014, Customer care reponded to [redacted]'s e-mail by contacting her directly over the phone ###-###-####. Customer care apologized to her negative experience and offered [redacted] a $40.00 Travel Card to retain her as a Best Western guest. [redacted] accepted and confirmed the address where to send the mail.Our hotel staff are trained to practice the Best Western Vision, " To Lead the Industry with superior customer care". Thank you again Brenda for sharing [redacted] issues.Should you have any questions, please contact me directly at ###-###-####.Best regards,Helen H[redacted]General ManagerBest Western - Capital Beltway Hotel5910 Princess Garden ParkwayLanham, MD 20706

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The information provided by the General Manager is completely & utterly false. Mr. Glenn B[redacted], the employee in which the complaint was directed, never apologized, nor did he do anything to correct the situation. It is impossible for him to know where we had to park, because he was not in our vehicle, nor did he make any attempt to allow us to show him the distance from the hotel. He definitely did not display not concern regarding the handicapped spaces being occupied by vehicles without a handicap placard. My complaint to customer service, included all the details provided to you. I have several witnesses to the behavior of the manager, Glen B[redacted], as my fiancé & uncle were also present during the conversation. When my conversation with Ms. H[redacted] occured, I was sitting in the waiting room at my doctors office; with 3 of the staff present to witnesses to the yelling, disrespect & unprofessional attitude, shown to me by the General Manager, Helen H[redacted]. I never at any time requested that the employee be fired from his position or demanded a refund. I did however, question her as to how her employee could have knowledge of our parking location? I also asked her, if she was going to honor my request for some type of refund. In addition to the above questions posed to Ms. H[redacted], I also suggested customer service training for her employee. It was at this time, that Ms. H[redacted] became extremely upset, began raising her voice and accused me of lying & stated that she had no intention of giving me a refund. After being insulted & verbally attacked, I naturally became very upset and informed her that she was being extremely rude & disrespectful. I explained that I would be following up with the customer service department, regarding her inability to rectify the situation. Ms. H[redacted] then explained that, since she has been in contact with me, the complaint file is now closed & there was nothing I could do. At no time did I inform her of my intention to file a complaint with the Revdex.com. After posting my complaint on the Best Western facebook page, posting on their customer feedback site & emailing several company executives, I was contacted by Best Western International headquarters, regarding my complaint. I was offered a good faith gift card of $40.00 because they are unable to issue refunds of the paid fees. Each hotel is individually owned & I was told by customer service that the hotel would have to directly issue any refund of fees. They also informed me that this incident would be placed in the hotel's permanent file & that I should follow through with my Revdex.com complaint. I am aware, that the employees involved in the incident, are trying to protect their jobs & will never be honest.

Regards,

Business

Response:

Dear [redacted],I am requesting your assistance to bring this matter to a close. [redacted] clearly is not willing to put this case to a close even after she accepted the $40.00 gift card from the Best Western Corporate office and repeated apology. At no time I was upset on this situation other than to handle her concerns. I apologize that she was not able to park in front of the hotel as she wanted to, but she still was able to park in the hotel parking lot. As to what she mentioned witnesses at her doctors office, I am sure they can attest to her overwhelming behavior on how she was over-talking and screaming on a phone conversation. Apology from Glenn and I is extended to [redacted] and hopeful that she will give us the opportunity to better serve her on her future visit to the DC area.Your kind assistance to put this matter to a close is very much appreciated.Sincerely,Helen H[redacted]

Review: My girlfriend and I stayed there over Veterans day weekend. Her purse was stolen, along with car keys. We were penniless. The hotel manager [redacted] (sp?) offered to reimburse our 2 night stay IMMEDIATELY so we were not completely broke and able to eat. Our car keys were stolen also and [redacted] offered for the hotel to pay for that when the locksmith came out. So the hotel reimbursed our hotel stay (2 nights) and the next day the lock smith came. At that point [redacted] tried to "negotiate" with locksmith. The locksmith became angry and started to leave. [redacted] said we were on our own.... I stepped in and paid $200 and the hotel paid $100 just to get our car open. SO that is the first promise broken. THen, as I am leaving the hotel then CHARGES MY CARD AGAIN. I find this out and called them. The hotel said it was a mistake and reimbursed us AGAIN (that was on the Tuesday). The next week, I write a bad report about the hotel on [redacted]. All the Sudden, [redacted] and another man start calling me wanting the hotel fees back!!!! Yesterday I tell [redacted] to stop calling, I am not giving it back. HE THEN CALLED MY BOSS AT WORK. My boss had nothing to do with this. This was a very personal matter. I held the hotel accountable for her purse being stolen because [redacted] would NOT CALL THE POLICE at first. He wanted to view the "tapes". EVEN AFTER WE VIEWED THE TAPES, HE WAS RELUCTANT. HE "WASNT SURE" IT WAS STOLEN!!!!! I insisted and he complied. The police were called. Well, the thief checked out moments before.... If we would have called the police as I requested, the thief could very well have been caught. The morning we were leaving (before the locksmith came) another hotel manager called us into her office and conveyed her apologies. She was sympathetic and told us that [redacted] had called her and asked if he could refund the money, she was happy to say yes to that (in her words). She also was happy to have the hotel "pay" for our key. Now all the sudden they want it back, AND ARE HARRASSING ME AND TRYING TO GET ME IN TROUBLE AT WORK!!!. I called the other manager (the lady) and she said she would tell [redacted] TO KEEP CALLING MY BOSS!!!! I talked to her yesterday at approx 2 pm.Desired Settlement: I want an apology for their employees actions, and them to acknowledge that what they did was not only unproffessional, but illegal. I want to speak to someone from Best Western Corporate.