Best Western Inn

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @yahoo.com We refunded the card in the amount of$which the guest claims was overcharged Thank you

Ms [redacted] checked in on Friday, but had other rooms reserved that she wanted cancelThe cancellation policy for those rooms was hour noticeI advised Ms [redacted] that she could cancel the rooms, but if we cannot resell the rooms she will be chargedWe were able to sell some of the rooms but the remainder of the rooms Ms [redacted] had to pay forMs [redacted] was informed of this [redacted] General ManagerBEST WESTERN [redacted] InnOffice ###-###-####Fax ###-###-####

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below If what [redacted] said is in fact true in her statement, then why was my account charged $(6x) on Friday night???? Hmmmmmmmm The fact is that [redacted] is lying! I have attached my bank charges My rate was $70/per night So [redacted] didn't just charge me IN ADVANCED, but you OVERCHARGED me!When [redacted] called me to "release the rooms" it was 8:PMReally??? That's what she considers as being "early"?? I am standing by my statement [redacted] made a mistake in the INITIAL reservation and double booked rooms, but instead of owning up to it She has had a vendetta against me and maliciously charged my card She did not follow proper protocolAND was not acting as a business manager She was acting more like a spiteful, vengeful, person who was out to steal/take monies out of my account I have stayed at Best Western several timesand my card has NEVER been charged in advanced Why that day???Why was I overcharged??Lastly, [redacted] can say that she was "busy" all she wants to or that she was not there, but I saw her pull up in her big, family van And she was in fact there during my che Why did she not try to talk to me then??? Why did she have employees lie???I need answers...I need the public to know how I was treated Regards, [redacted] Attachments: Screenshots from my account are included

I am contacting you in regards to a recent customer concern complaint you have received regarding our propertyWe recently had a guest scheduled for two rooms under the name or *** ***yArrival date was October 18, and had a scheduled departure date or January 18, Upon
arrival one room was authorized for $2,and the other for $6,Our night auditor went on to process additional authorizations for $5,and $4,951.43) by mistakeOnce the issue was brought to our attention by the guest, my Front office supervisor contacted the guest's bank and gave permission to release the authorization amount for $5,immediately, which was processed.As I arrived to our hotel l was informed the guest was still not happy and decided to check outI was left information regarding his bank to contact them and release all authorization, which I did immediatelyHis bank ensured me that all appropriate authorizations have been releasedI then tried to contact Mr. *** to inform him all holds on his credit card have been releasedHe did not answer so I left a message explaining, to him I did so on October 21, I have not heard back from this guest to date and it is my assumption he is pleased with the hotel's resolution of such circumstance.Please let me know if you need further assistance as I can be contacted at (*** *** ***Respectfully,*** ***

We used Just Push Play for a very special project for our businessNot only did they deliver on everything we asked, JPP had all of our videos ready much sooner than expectedThey were easy to work with and were willing to bend over backwards to help us achieve our goalsFor prompt quality video production, JPP is my go to company in Springfield

We apologize that you were not satisfied with your stayYourclaims however are ail false, or greatly exaggeratedFirst, wedon’t advertise as being a ‘star’ propertyNext, of course ourhousekeepers clean our stayover guests’ roomsHowever, ifthe guest has a ‘do not disturb’ sign posted, they do
not cleanthe roomOur does work; it may go out occasionally(power outages, storms, etc.) Our front desk is manned 24/7,but occasionally the attendant has to leave the desk areaOurkey cards can be set for many nights, however, they canbecome deactivated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was still charged a $1,for nights for rooms when the original price for a whole week was only $per room. Therefore, I still should have a refund of $being refunded
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No resolution was offered and my questions were not answered!  Why did the business manager charge  my card for the FULL stay at check-in?  Why did the business manager PRETEND not to be there to discuss my concerns?  Why did the business manger RELEASE the rooms at 8:00 PM (so she says) when there were SEVERAL people trying to reserve rooms at 2::39... when I arrived for check-in?  The last and FINAL questions: WHY DID THE business manager - [redacted] put the rooms under my name...when I requested that it be put under an [redacted] block? 
Regards,
[redacted]

The money has been returned to my account. As far as I'm concerned, the file may be closed.

Ms. [redacted] checked in on Friday, but had 5 other rooms reserved that she wanted cancel. The cancellation policy for those rooms was 24 hour notice. I advised Ms. [redacted] that she could cancel the rooms, but if we cannot resell the rooms she will be charged. We were able to sell some of the rooms...

but the remainder of the rooms Ms. [redacted] had to pay for. Ms. [redacted] was informed of this. [redacted]General ManagerBEST WESTERN [redacted] InnOffice ###-###-####Fax ###-###-####

The rooms in question were released in the early evening and we were able to sell half of them. Your card was only charged for 1 night (not the entire stay) and I'm sorry we cannot refund your charges. The cancellation was 24 hours for these rooms. I feel this was plenty of time for you to cancel. Unfortunately I was extremely busy in the hotel and was not behind the front desk when you checked in. The rooms were in your name because you booked them out of the [redacted] group block. There never was a block set up for RU [redacted], nor could there have been due to no more rooms being available. The contact person for the [redacted] block was gracious enough to let you have those rooms out of their block when they actually could have been sold to guests arriving for that group. When I spoke with you on the phone after you booked the rooms you were adamant about keeping them and would not give them back to the [redacted] group block. Regards,[redacted]

Very friendly and dependable service not to mention affordable (hence the name AK Affordable).

Initial Business Response /* (1000, 5, 2015/07/20) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yahoo.com
We refunded the card in the amount of$44.46 which the guest claims was overcharged.
Thank you

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
If what [redacted] said is in fact true in her statement, then why was my account charged $175 (6x) on Friday night????  Hmmmmmmmm....  The fact is that [redacted] is lying!  I have attached my bank charges...   My rate was $70/per night...  So [redacted] didn't just charge me IN ADVANCED, but you OVERCHARGED me!When [redacted] called me to "release the rooms" it was 8:00 PM... Really???  That's what she considers as being "early"??  I am standing by my statement... [redacted] made a mistake in the INITIAL reservation and double booked rooms, but instead of owning up to it...  She has had a vendetta against me and maliciously charged my card.  She did not follow proper protocol.. AND was not acting as a business manager.  She was  acting more like a spiteful, vengeful, person who was out to steal/take monies out of my account.  I have stayed at Best Western several times.. and my card has NEVER been charged in advanced...  Why that day???Why was I overcharged??Lastly, [redacted] can say that she was "busy" all she wants to or that she was not there, but I saw her pull up in her big, family van..  And she was  in fact there during my check-in ...  Why did she not try to talk to me then???  Why did she have employees lie???I need answers...I need the public to know how I was treated.. 
Regards,
[redacted] Attachments:  Screenshots from my account are included..

Review: I purchased 2 rooms for myself and my employee while doing a job in Madison, WI. The total from Oct - Jan 29 was just over $12,000.00 Best Western held $6,951.43 and $2,000 on 10/18/15, $5,823.69 on 10/20 and $4,951.43 on 10/21 totaling $19,726.55. This caused my account to be in the negative and I had checks out for payroll and fees being charged due to this. Priya from Best Western was to call into our bank US Bank and give an authorization code to have these removed in which she did not. Then when I called her on 10/21/15 at 10 am she was wanting to put me off and have me call back after 11am for a manager.Desired Settlement: I feel that we should be comped for at least 1 week stay for both rooms due to the hassle and inconvenience they have caused and all of the money needs to refunded back to us.

Business

Response:

I am contacting you in regards to a recent customer concern complaint you have received regarding our property. We recently had a guest scheduled for two rooms under the name or [redacted]y. Arrival date was October 18, 2015 and had a scheduled departure date or January 18, 2016. Upon arrival one room was authorized for $2,000 and the other for $6,951.43. Our night auditor went on to process additional authorizations for $5,823.69 and $4,951.43) by mistake. Once the issue was brought to our attention by the guest, my Front office supervisor contacted the guest's bank and gave permission to release the authorization amount for $5,823.69 immediately, which was processed.As I arrived to our hotel l was informed the guest was still not happy and decided to check out. I was left information regarding his bank to contact them and release all authorization, which I did immediately. His bank ensured me that all appropriate authorizations have been released. I then tried to contact Mr. [redacted] to inform him all holds on his credit card have been released. He did not answer so I left a message explaining, to him I did so on October 21, 2015. I have not heard back from this guest to date and it is my assumption he is pleased with the hotel's resolution of such circumstance.Please let me know if you need further assistance as I can be contacted at ([redacted]Respectfully,[redacted]

Consumer

Response:

Review: I will start my complaint by saying I am unsure if this is in fact a criminal issue nor a racial issue at this time...

Here's the complaint:

I reserved 20 rooms in March, 2015 for [redacted] at [redacted] for October 16-18, 2015... I, [redacted], reserved a block of rooms under [redacted]- the group that I am the current president of AND I even received email confirmation. July, 2015 I made a trip to the area for a personal matter and I stopped by the hotel to check on a possible meet and greet location. The lady working told me her boss was trying to cancel my rooms. She informed me that they called me and I did not respond. I explained that I had a new telephone number and gave it to her. She also told me that she "did not feel comfortable" doing what she was asked by her boss because I did in fact book the rooms...she also stated that she would have her manager, [redacted], contact me. Ms. [redacted] called and informed me that I misrepresented myself as someone from the University and stated she was cancelling my rooms. I told her that I was indeed the president of [redacted] and I forwarded her an email copy of my reservation. When we talked again she said that the rooms were TAKEN FROM THE [redacted] RESERVATION BLOCK...and she needs to put them back... I told her.. I did not do anything wrong she made the error, so why cancel my rooms. She became VERBALLY COMBATANT...and I called Best Western Corporate Headquarters. (Be mindful there were no more rooms available in the area for a 20 room block...the weekend is [redacted])... I received an email from Ms. [redacted] stating that she called [redacted]...and they came up with a compromise. I was given a block of 12 room (still at the $70 rate)...So, I let the issue go..... In September, [redacted] reported that there were no rooms available, under RU [redacted]. I called the hotel. A male worker reported that there were rooms available, but they were all under my name and not RU [redacted].. I told him that they were supposed to be. I asked him to changed it.. He said he couldn't but he would ask his boss to. Meanwhile, I started having people call and personally transfer the rooms out of my name and into theirs... Fast forward to check-in day... I arrive at 2:39 PM on Friday, October 16, 2015. I was told by the female representative that the rooms were still in my name. I explained to her that they were not supposed to be and there are more than twelve rooms booked in this hotel from RU [redacted]. She became belligerent and combatant, stating, "Who are they?" and grabbed a pen... I started naming several names and she looked flustered. I told her she needed to cancel those rooms. She called her boss/manager, [redacted], via telephone and talked to her in my presence. She requested my telephone number and said they would call me to work out something. At this time people were calling to reserve rooms and they were told they were BOOKED. I asked the lady if she could release the rooms, so that some people could reserve them. She said, "NO, I am not doing anything with those rooms, until I hear from my manager." I asked her why couldn't I transfer the rooms, because I transferred several other rooms. She said that her boss would be back soon and I could talk to her about the matter. As I waited for check-in, I saw an older lady get out of a tan/brown van and headed back to the area where the workers were (She was later identified as [redacted] by the male worker on Sunday). I checked into my room a little after 3:00 PM. During check-in, I asked a managerial question and the worker told me that her boss will call me (when she gets back)... I went on my way to participate in several Homecoming activities. I received a telephone call from [redacted], the manager of the Best Western [redacted]. at 8:00 P.M. She informed me that I need to pay for 5 rooms... I explained to her that she put the rooms under my name and not RU [redacted] and I tried to cancel the rooms.. She explained that it was too late to cancel the rooms.. I told her if she would have released the rooms at 2-3 o'clock people would have been able to get the rooms. She explained that they are in my name and I need to pay. I went on to explain.. I tried transferring the rooms to several people who had call, but she did not release the rooms. She told me that they don't transfer rooms... I asked her if they didn't transfer rooms, then how come I only have 5 rooms and not the 12.. She could not answer that. She stated that she would release the Saturday rooms, but if (at 8PM) no one buys the rooms TONIGHT, then I had to pay. I asked how will people know the rooms are available if you won't release the rooms? She became agitated and said, "Like I said, if people don't buy these rooms then you have to pay.." I told her to have a good night and went on with homecoming festivities. Saturday, October 17, I checked my account and the Best Western [redacted] Charge my card on October 16th ($177. 82 for 6 rooms)... Yes, I was charged for my room and the 5 other rooms for the entire weekend (which has never been customary, for I stayed at the hotel on several occasions and I am a rewards card hold). Being mindful, my rate was 70/night... So, not only was my card charged...it was OVERcharged...and this is my check card. I sought out university personnel for help. Sunday, October 18, 2015, at check-out, I tried disputing the charges, but the young man working didn't even see the charges from my account on his screen, so he called his boss, [redacted]. I overhead Ms. [redacted] say that she would call me the next day (Monday), however I have not heard from her at this point.. My card has had a lot of activity on it... I was OVERCHARGED for 6 rooms for the FULL weekend (although she said she would release the Saturday rooms) on 10-16. I was reimbursed for 5 rooms for Saturday 10-17. On 10-18, I was credited monies back and my room payment was a credit.. I thought they were being honorable, UNTIL... I checked my account today and saw that the room (for my stay) was no longer a credit... it was a debit. Also, the [redacted] Association reached out to Ms. [redacted], as well, and she told them that she wasn't willing to do anything... Lastly, When I followed up with corporate today, I was told that the final decision on whether I get my money back or not is up to Ms. [redacted] and there was nothing they could do.. I hope you guys can help me.. I feel that the manager made the original error and just does not want to take ownership. I also feel she is being uncooperative and may have a vendetta against me because I called corporate the first time. If not, why not put the rooms under [redacted] like we agreed? If not, why charge my card for 6 rooms in FULL on Friday? If not, why not refund the monies, when [redacted] personnel reached out? If not, why haven't I heard from her since Friday night @ 8:00 PM (and today is Wednesday? If not, why refund some monies only to recharge my card the monies? If not why didn't she release the rooms at 2:39 PM on Friday, October 16, 2015??? MY FINAL QUESTION: If [redacted], the manager of the Best Western [redacted] Inn, in [redacted] is not being vindictive, spiteful, uncooperative, and unprofessional, then WHY WOULD SHE PRETEND NOT TO BE THERE, WHEN I SAW HER ENTER THE ESTABLISHMENT RIGHT BEFORE 3:00 PM...RIGHT BEFORE I CHECKED IN?? WHY TELL STAFF TO LIE AND SAY SHE WASN'T THERE??Desired Settlement: I want to receive monies back for the the 5 rooms I was charged on Friday, October 16, 2015

Business

Response:

Ms. [redacted] checked in on Friday, but had 5 other rooms reserved that she wanted cancel. The cancellation policy for those rooms was 24 hour notice. I advised Ms. [redacted] that she could cancel the rooms, but if we cannot resell the rooms she will be charged. We were able to sell some of the rooms but the remainder of the rooms Ms. [redacted] had to pay for. Ms. [redacted] was informed of this. [redacted]General ManagerBEST WESTERN [redacted] InnOffice ###-###-####Fax ###-###-####

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No resolution was offered and my questions were not answered! Why did the business manager charge my card for the FULL stay at check-in? Why did the business manager PRETEND not to be there to discuss my concerns? Why did the business manger RELEASE the rooms at 8:00 PM (so she says) when there were SEVERAL people trying to reserve rooms at 2::39... when I arrived for check-in? The last and FINAL questions: WHY DID THE business manager - [redacted] put the rooms under my name...when I requested that it be put under an [redacted] block?

Regards,

Business

Response:

The rooms in question were released in the early evening and we were able to sell half of them. Your card was only charged for 1 night (not the entire stay) and I'm sorry we cannot refund your charges. The cancellation was 24 hours for these rooms. I feel this was plenty of time for you to cancel. Unfortunately I was extremely busy in the hotel and was not behind the front desk when you checked in. The rooms were in your name because you booked them out of the [redacted] group block. There never was a block set up for RU [redacted], nor could there have been due to no more rooms being available. The contact person for the [redacted] block was gracious enough to let you have those rooms out of their block when they actually could have been sold to guests arriving for that group. When I spoke with you on the phone after you booked the rooms you were adamant about keeping them and would not give them back to the [redacted] group block. Regards,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

If what [redacted] said is in fact true in her statement, then why was my account charged $175 (6x) on Friday night???? Hmmmmmmmm.... The fact is that [redacted] is lying! I have attached my bank charges... My rate was $70/per night... So [redacted] didn't just charge me IN ADVANCED, but you OVERCHARGED me!When [redacted] called me to "release the rooms" it was 8:00 PM... Really??? That's what she considers as being "early"?? I am standing by my statement... [redacted] made a mistake in the INITIAL reservation and double booked rooms, but instead of owning up to it... She has had a vendetta against me and maliciously charged my card. She did not follow proper protocol.. AND was not acting as a business manager. She was acting more like a spiteful, vengeful, person who was out to steal/take monies out of my account. I have stayed at Best Western several times.. and my card has NEVER been charged in advanced... Why that day???Why was I overcharged??Lastly, [redacted] can say that she was "busy" all she wants to or that she was not there, but I saw her pull up in her big, family van.. And she was in fact there during my check-in ... Why did she not try to talk to me then??? Why did she have employees lie???I need answers...I need the public to know how I was treated..

Regards,

[redacted] Attachments: Screenshots from my account are included..