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Best Western Cristata Inn

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Best Western Cristata Inn Reviews (1)

Review: I have never been treated in such a way in my entire life, never mind from a business where I was a paying customer. After checking into the hotel and venturing out to the nearby casino for dinner and gambling, my group returned to the hotel. Upon entering the parking lot, we were greeted by a person in cargo shorts and a T-shirt that read "Staff." This man was belligerent and accosted my entire group claiming we were trying to sneak in, demanding to see IDs. We were never told that the hotel's policy was to show ID every time you enter the building. We didn't know if this man was an employee or some lunatic. We entered the lobby and were greeted by a woman at the front desk who made the same request. We gladly started to pull out our IDs and room keys to prove we were paying guests, while this man continued to berate us and even accused 2 of our female friends being strippers! When this man was questioned by one of us about why he was yelling and acting in such a way, he demanded that customer to leave the hotel. He went on to call the cops when we protested. After the cops came, he calmed down and allowed everyone to stay. No one in my group was drunk, loud, or rude. This man went on the attack as soon as we arrived in the parking lot and continued to escalate his behavior until the cops showed up. Other employees of the hotel apologized for his behavior, claiming there was some trouble earlier in the evening and they were on the lookout for more trouble, but that was no excuse. He went on the attack as opposed to calmly explaining about the policy and any earlier issues he may have have had. I've never been so offended and so mistreated by any business that I felt the need to file complaints at the Corporate level as well as at the Revdex.com.

Product_Or_Service: Overnight stay at the hotel

Desired Settlement: DesiredSettlementID: Refund

I've already told the Best Western at the corporate level that I would not be paying and I would be stopping payment on my credit card. I want nothing else in return, no future discounts or anything like that. I want nothing to do with this hotel or even this chain of hotels ever again.

Business

Response:

Business Response /* (1000, 5, 2013/06/06) */

This was a very large group that came into the hotel through the main entry doors as well as other emergency doors around 1:00 am. Some of the group arrived in our limousine and other arrived in their cars.

There were approximately 16 people. They were very loud and appeared to be drinking (they were at the casino). A man and woman, who we recognized to be an adult entertainer and her bodyguard were asked to leave as they were

unregistered guests, they left very quickly when the police arrived. Others in this large group were also unregistered guests and we have the documentation to prove the time of check-in and the time the additional guest were registered to the rooms. This guest stayed as well as some others at the suggestion of the police that they not drive. Our employee was with the security guard at the time as well, that was not mentioned here. They were trying to quite down a very large group of people as we had many families with young children staying at our property and this was very late. This guest stayed and is trying now to not pay for the room by disputing the charges with this embellished story.

Consumer Response /* (3000, 7, 2013/06/12) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The company has not offered a settlement as the issue is still in the hands of the credit card company. When we originally checked in to the hotel in the afternoon, we signed into our FOUR rooms with who we knew was planning on spending the night. We met up with other friends and family at the casino, and after dinner and gambling, others decided to spend the night as opposed to drive home. We were prepared for this, which is why we booked FOUR rooms in total. We were also aware of the company's policy of extra fees associated with more than 2 guests per room. We spoke with an employee at the original time of check in and mentioned more guests might stay, but we were unsure of the final number. This employee assured us that was no problem and we could finalize that when we knew for certain. On our return from the casino, we were confronted OUTSIDE, by this angry, verbally abusive employee. He went on the attack before we even had a chance to explain- accusing us of trying to sneak in, accusing us of trying to rip off their establishment. Once we got past this person and were able to speak in a calm and collective manner to the evening employee who works the front desk, we gladly showed ID to prove that we did, in fact, have FOUR rooms booked, and we happily paid the minor costs associated with the increase in guests. While this transaction was going on, their belligerent employee continued his screaming and called the cops. The purpose of this complaint isn't about the establishment's policy of charging extra fees, and limiting the amount of guests per room, all of that makes perfect sense. This complaint centers around one specific employee. Apparently an evening security guard, who was NOT IN ANY UNIFORM. He decided to verbally assault us, threaten us with kicking all of us out, and eventually call the cops on us while we did nothing to provoke the situation. We took the abuse and kept cool, while he continued to go off. The irony here, is if he wasn't so crazy, if he calmly greeted us at the front desk, and asked us if we were all guests, we would have explained that we were all paying guests, but we did have to add a few people who weren't originally intending on spending the night. This never would have happened if that employee had any sense whatsoever. I'll never forget that night for as long as live. Despite this establishment's response, this story has not been embellished whatsoever. Still, when thinking back to that evening, I am utter disbelief at what we encountered. Truly shocking behavior by a member of the staff. Further research on social media review sites shows that this may not have been the first occurrence/complaint about this employee. I only wish I had read some of those reviews prior to booking these rooms. That is why I am filing complaints with the Revdex.com.

Business Response /* (4000, 17, 2013/07/18) */

Our office spoke with the guest on May 20, 2013.

The guest advised our office that due to the issues they had with the hotel, they were disputing the charges through their credit card company. When the guest advises us of this, we cannot assist further as we have to allow the guest to follow through with the pending dispute.

Please let our office know if further assistance is needed. File XXXXXX-XXXX.

Thank you,

Best Western Customer Care

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Description: Hotels

Address: 2255 Norwich New London Tpke, Uncasville, Connecticut, United States, 06382-1228

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