Best Western Luxury Inn

Review: This complaint is based on the fact that this stay was a reservation through my credit card and it was paid for but infested with bedbugs.

BEST WESTERN LUXURY INN

811 WEST CLOVER ROAD

TRACY,CA 95376

CHECK INN 8/18/13-8/25/13 2ADULTS 1CHILD

$526 CREDIT CARD CHARGE

My family and I had a terrible experience at the hotel first they put us in a room with broken electrical outlets.IT was for the light and clock on the end table that they had to have the matress pushed against the outlet to keep it working well we smelt wire burning and found the problem. With some difficulty they changed rooms, but told us it was because maintenance would have to replace outlet.They had rented that afternoon because my boyfriend went to the wrong room and there was a new person there. So this room had a boxspring and it was not on a pedestal. We began feeling bites and there was several but we thought maybe mosquitos. On 8/25 I woke up early and I got out of the bed and there was a bedbug under my pillow I screamed anfd my family got up and we caught the bug, I had to go to the store and buy some bags for our belongings, I contacted the easy deals of [redacted] and they opened a file #XXXXXXXXXXXX mark 8/25/13. Then I called c/s at best western and they filed a claimfile #XXXXXXXXXX. They said a rep from the lobby would be over in a minute. There was no one. It took some time to inspect our property and my boyfriend went to the front desk as we had also turned over the box spring and discovered a infestation of bed bugs. Well [redacted] stated to him so you wait til check out to bringthe bugs up? He told her he could have brought them to the breakfast and showed them to the customers and he used the term ("BLOWN IT UP"), she said I wouldn't do that .She told me that the mngt would be in touch regarding this problem and no one called or has called since. I received a email from [redacted] who completely avoided the issue and commented about my survey.So now my family and I have been just a nervous mess as these bugs host on the humans only. My stomach and arma have been badly biten and it is terrible that the merchant has lied to the card company and told them a different story like they were informed by us the 24 at 9:00pm when we discoved this 8/25 at 6:00 amand also they said they had an extermonatpor come to check the room but we did not let them in, This was a lie, and on top of that they charged 30.00 on my credit card and have not issued that credit yet. wE HAD TO THROW AWAY ALL OF OUR BELONGINGS AND THAT WAS APPRX.400.OO IN BAGGAGE AND ITEMS OTHER THAN CLOTHING THAT WE COULD WASH IN HOT WATER AND DRY AT A HIGH TEMP.Desired Settlement: We would like the charges reversed on the credit card and would like to be compensated for our losses of all of our property. We have considered hiring a attorney because of the medical complications due to the bites we have had excessive itching and that could lead to staff infections. They should not be able to conduct business in this manner, I bet that they rented the room after we left to another poor soul.

Business

Response:

Initial Business Response

My name is [redacted], and I will be handling case [redacted]. The guest reservation was for a two-bed non-smoking from a third party. Agent assigned guest to room 115 for one day or 2, then moved after she complained about the room. The guest advised agent of the issues, the damaged faceplate (non-electrical, just cosmetic) of the outlet behind bed and fan in bathroom making noise. Agent told her she would have maintenance look and resolve those issues. The guest wanted to see a different room, which was a business suite, and advised her of the price difference, but guest still wanted to look at the room. Agent showed her our business suite, and seemed to like the room. Agent told her that since she paid through a third party she would have to pay the price difference of $236.00. Guest did say it was a bit much but will think about and let us know within 30 minutes or so since we needed to know within an hour. After 30 minutes guest decided that, she was not gong to move into the business suite; by that time, agent spoke to myself and I advised agent to move them into another two-bed non-smoking so maintenance can fix face outlet and fan. Maintenance would need to turn off power to room to do so (bathroom fan). Guest was advice that the room change will be a two bed as well. The head housekeeper checked the outlet in the back of bed and fan (new room) to make sure everything was working before we reassigned guest in room 106. Maintenance fixed the issues and re-assigned room 115 to another guest. The following morning, when the housekeepers cleaned the room 106 the outlet was broken. The guest damaged the faceplate to outlet. The guest said her husband is an electrician and can fix the problem. We were surprised to find that the outlet was perfectly fine the night before but damaged the following morning. We did try to fix the issue in the room as well.

She did not complain after but when she checked out her husband claimed to have found bed bugs on the bed and bought a jar of bugs. We ask to have them but the guest's husband refused to let us have the jar. We wanted to show our pest control technician to see what it is. but, guest did not give it to us. We kept the room out of order until our pest control technician inspected the room. The same the day the technician came in to inspect room after guest left, he said that there no sign of bug beds or bugs in the room. He lifted the beds and checked all areas in the room but found no trace. I have enclosed the report from the inspector stating there are no bed bugs found or traces of any bed bugs. Since the incident the room has been in order and been rented many times and no other guest have complain about any issues in the room or bugs. Guest kept asking to agent to hire her husband so that he can fix the outlets in the room. We refuse since we have our own staff to do that. Guest could have checked out early and we would have refunded them difference for the remainder of their stay, however, they decided to stay. If can further assist, please feel free to contact me. I am looking forward to hearing from you.

Final Consumer Response

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

Friday, September 13, 2013

Dear [redacted],

Thank You for sending me the response. This statement you received from [redacted] is the same as the statement she made to the attorney general KAMALA HARRIS. This statement was written by an individual that appears to be very confused and does not comprehend the circumstances behind the complaint we filed with your agency. She has

Already stated information to the credit card company that I will be sending to your attention that completely contradicts this new statement she is now providing your agency as well as the attorney general, To be honest with you every thing she has said is a complete lie except for the fact that I made a reservation through a third party. There is no doubt that she is a troubled person that makes up the name of a pesticide company that does not exist. As we observed a man who was spraying the outside of the building who is her husband. We were told who he was by there staff at the Best Western. As far as the complaint for bedbugs that we filed with the Revdex.com everything we said is true and not made up. I will be sending you additional information today.

Thank You,

Final Business Response

This letter is my response after receiving your letter dated September 18. Guest states the pest control company is non-existent, however I am providing the operating license number, which is OPRXXXXX. [redacted] Pest Control has been servicing the hotel for a long time. License verification is available on the internet. The information I have sent to Revdex.com and Kamala Harris are the same, because the problems stated by the guest are not different from ones reported to Revdex.com. In my last letter, I had enclosed a copy of the pest control report showing no bedbugs, in addition, the San Joaquin County Environmental Health Department (EHD) came to inspect the hotel rooms and found no signs of bedbugs. In addition, the City of Tracy Code Enforcement completed a site inspection on 9/16/2013 (remarks on EHD), and were unable to identify any electrical hazard. After inspection by two regulatory agencies, I believe the hotel as no problem to defend the fact that there are no bedbugs or electrical hazards present. Our mission is to provide clean, safe, and comfortable guestroom. I have enclosed the report from EHD for your review.

Review: Lied to about cancellation times. Told by management because of the system, could not reverse charges, Called corporate they said they could.

I am an active duty service member on temporary duty here in Tracy, CA. My flight was delayed out of Baltimore, MD. on 25 AUG 2013 flying into San Fran. At this time being in the military, plans had changed and I had to call the hotel and cancel the reservations that I had made. I called Best Western at 5:25 p.m. local telling front desk clerk that I had to cancel my reservation. I asked what time I had til, to make the cancellation by, and was told 5:30 by clerk, at this time it was 5:27 p.m. so I told clerk I would like to cancel because it was still before the 5:30 p.m cutt off time. At this time clerk backtracked and said that cancellations had to be made by 4:00 p.m. and that the first night would be charged to my credit card. I asked to speak to the general manager and was put on hold, after several minutes on hold clerk came back and said that the manager could not be reached and that my card would be charged and that I could call back in the morning and speak with the general manager. I asked if I could be put on hold again and if the general manager could be tried to be reached again. Front desk worker had an attitude and said "Yeah, sure you can stay on hold for an hour" and never returned. I called back Monday morning at 8:25 a.m. and was told that the General Manager ([redacted]) was not in and that she instructed that first night would be charged to my government credit card and that the charge could not be reversed because of the computer system they use and at a certain time it automatically charges and could not be reversed. I asked if I could come in and speak with the general manager and was told that they never know when she will be in. I called the Best Western Corp. office at 1-800-528-1238 and spoke with a representitive and she stated that it is up to that hotel manager wether to reverse the charges and that it could be done. I was lied to on three different occasions, 1. Calling making the reservations I was told that I could cancel by 6:00 p.m. 2. When I called to cancel was told I could cancel by 5:30 then in the same conversation was told 4:00 p.m. 3. General Manager said that the charges could not be reversed when Corporate said that they could be reversed. I feel that the Best Western "Luxury" in Tracy, CA at 811 Clover Rd lies to take advantage and rip customers off. Desired Settlement: Would like to see the charges reversed or refunded to my Government Credit card due to circumstances outside of my control. Things change in the military on a daily basis and although I do not expect them to understand fully, I do expect a certain level of understanding as they are in the business of customer support.

Business

Response:

Business' Initial Response

I would like to address this case to Revdex.com. I have provided copied what I wrote to Best Western Customer Care in regards to Mr. [redacted] claim. Also, if Revdex.com is to go on bestwestern.com and book at room by city; Revdex.com would see that the cancellation policy for our hotel is 4pm. We will not state any other cancellation time to our guest only 4pm. Mr. [redacted] was never told a 6pm cancellation. The clerk who made his reservation made it clear to Mr. Sear cancellation was 4pm. Also, Mr. [redacted] have someone call us to make sure what cancellation time was an our clerk told the lady the same thing 4pm. We are not taking advantage of Mr. [redacted] but we are following our policy. I spoke with the GM again and that charges will remain.

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Copy of file which was close by Best Western International Customer Service:

BEST WESTERN INTERNATIONAL

Customer Service Inquiry Notification

File number XXXXXX-XXXX

Property Information

Property #: XXXXX

B/W Luxury Inn

811 Clover Rd

Contact: MANAGER

Tracy,California

Phone#: 209/XXX-XXXX

XXXXX-XXXX

FAX#: 209/XXX-XXXX

Inquiry Information

Call type: GUEST

How Contacted: TELEPHONE

Current Status: CLOSED

Assigned to: [redacted]

Confirmation#: XXXXXXXXX Leg: 1

Cancellation#:

Cancel date:

Guest Information

Address: CSZ: Home Phone: XXXXXXXXXX

Inquiry Details

Incident Date: 25-AUG-2013

Department: RESERVATIONS

Class: RESERVATIONS

Category: RESERVATIONS ISSUES

Problem Type: TOO LATE TO CANCEL - REQ PAST HOTEL POLICY - RES

Description:

Room Number:

Comments and Narrative:

1) Incident date: 26-AUG-2013 User: MemWeb user VXXXXX/MV

(Property XXXXX) I, [redacted] who is manager of shift spoke to guest this morning. Guest had a reservation checking in yesterday. Guest did not call hotel until 5:30pm to tell to cancel his reservation because my clerk called me to ask and I told her to call our main manager. But, clerk told me that guest said cannot make it and needs to cancel and that guest said credit card is government type. Clerk told him cancellation was 4pm not 6pm and that he will be charge for one night no show. Guest said he was going to call back in the morning. I spoke to the guest and explain to him that cancellation is 4pm and I already spoke with both clerks of mine and they said they told him 4pm. I told guest that if his flight was going to be delay and he knows ahead of time than he could have called us from the airport and tell us but he did not. Also, I explain to him that I spoke with the GM and she told me that the charge was already made as a no show and to not refund the guest because he did not cancel with the cancellation period and if he was to go on our site it states 4pm cancellation policy. I told him that even if he were to call at 4:30pm we may have made expectation for cancellation but he did not. I explain to him that our system will pre-auth ccd and any reservation with cash hold are automatically cancelled at that time. Any reservation that does not come in after night audit is charge a no show and all reservation cannot be cancel in our system after 4pm with manager access in morning through calling virtual matrix.

2) Incident date: 26-AUG-2013 User: [redacted]

THIS FILE WAS SENT TO THE PROPERTY XXXXX

3) Incident date: 26-AUG-2013 User: [redacted]

NOTIFICATION SENT VIA E-MAIL TO [redacted]@hotel.bestwestern.com

4) Incident date: 26-AUG-2013 User: [redacted]

Guest called and advised his flight was delayed and he called the hotel around 5:30 pm and was first advised the reservation could be cancelled and he would not be charged but then the manager advised him he would be charged for 1nt. I advised guest that the cancel policy was 4pm yesterday. Guest did mentioned that he got into town around 5pm, so I asked guest why he did not go to the hotel. Guest said he is in the military and his orders changed. I apologized to the guest for his inconveniences, but this is the manager's decision.