Best Western Meridian Inn and Suites

Revdex.com: I have reviewed the response 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 Regards, [redacted] ***

Revdex.com: I have reviewed the response 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 The Business did not apologize for the way the issue was handledIt appears, the response was scripted, copied and pastedtherefore it leads me to believe this is a common issueI do not want a discounted rate, I will never stay at this establishment ever againI will share my experiance on social media for the way we were treated and the way the reponse was handledI asked for things: an apology for the way the situation was handled and a refundNeither was acknowledged in my complaint Regards, [redacted]

Please review file update Expedia’s CS agent confirmed that they advised the credit card holder of the authorization and stated that the hotel will be the one authorizing the booking because it was booked as a hotel collectAlso explained that the guest will need to provide a valid credit card to cover a deposit for any incidental charges2- The morning of the arrival date, our system attempted to authorize the total reservation but the credit card declined3- As a courtesy, the FD agent called to advise the credit card holder that we are required to wait a 24hr period before attempting to use the same credit card due to the issuing bank policy that prohibits us as a merchant from using a declined credit card without waiting at least 24hrs prior to the 2nd attempt4- The credit card holder was given the option to use a different credit card or pay cash at check-in5- The credit card holder refused to work with the hotel to find an alternative solution to secure the booking6- The guests attitude toward the FD agent caused the agent to make a decision to refuse service 7- As the property manager, I explained the policy again to the credit card holder in personApologized for being unable to accommodate her because of the current circumstances; however, I personally assisted the guest in finding other accommodation at the BW Orange plaza (Orange) for the same number of nights.Our property and our staff do not have any personal relation with the guest or her family; however, as a service provider we do have the right to refuse service and to support our staff’s decision

Revdex.com: I have reviewed the response 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.The Business did not apologize for the way the issue was handledIt appears, the response was scripted, copied and pastedtherefore it leads me to believe this is a common issueI do not want a discounted rate, I will never stay at this establishment ever againI will share my experiance on social media for the way we were treated and the way the reponse was handledI asked for things: an apology for the way the situation was handled and a refundNeither was acknowledged in my complaint Regards, [redacted]

Dear guest, We are sincerely sorry for the way you feel about the way this situation was handled As we previously mentioned, we tried our best to accommodate the guest according to the information we had at chetime: the guest was checked in with his own credit card till we received the proper documentation on the following dayUnfortunately, due to the high volume of fraud and un-authorized credit card transactions our company has to follow the policy published on our website indicating that we require the credit card holder to be present or to provide a prior written authorization allowing the registered guest to cheunder a different credit card holder Again we apologize for any inconvenience this situation may have caused you and hope you have a pleasant dayThank you, Property management

Dear guest, thank you for your feedback in regard to your recent reservation/stay at our propertyAfter reviewing your booking details on file we found out that your booking was processed through a 3rd party website called Booking.com and not [redacted] as indicated in your original commentsThe booking had a payment processed; however, it didn't show that the credit card holder is different from the name on the original booking received.From our end, we tried our best to work with the guest to chewith his credit card temporarily till we receive the correct credit card authorization allowing us to keep the payment on the credit card holder who was not present at check-inThe temporary authorization was released prior to the guest's departure and we currently have no outstanding authorization pending.Please note that when our front desk is contacted to confirm a booking, they can only verify what we received from the 3rd party booking channel such as the guest name and the last four digit of the credit card used for paymentThey can't be held responsible for not explaining a policy that the guest never inquired about at the time of booking using an online channelPlease visit our website for more information: [redacted] For all Pre-Paid reservations: The credit card used for initial payment must be presented at check-inIf the credit card holder can't be present at Check-in, a credit card authorization has to be provided along with front & back copies of the credit card and picture IDClick to view formDebit Cards: When using a debit card for the deposit/incidental, the card presented will be authorized for a minimum of $Please be aware that your bank may hold the deposit for a period of time ranging from 24hrs to weeks or longer depending on your bank's policyWe release the hold at check out, but cannot control when your bank will release the funds back to you.Due to all the facts mentioned above, we are unable to issue a refund or make any adjustment on your previous booking; however, we will be happy to provide you with a discounted direct booking when you decide to stay with us again in the future.Thank you,Property manager

Hotel response:First we would like to thank you for taking the time to communicate the guest's comments to usI apologize for nor responding sooner, the original e-mail was unfortunately deleted by accident.We as a business do our best to accommodate all of our guests and we do manage to keep a
high level of satisfaction and cleanlinessThe same as any other business, we occasionally use the right to refuse service and according to the policy we reserve the right to refuse service at any time and for any-reasonAs you can see below, we felt that our efforts to accommodate the guest were not up to his level of exceptions so we offered him a complete refund and advised him that his refund will be processed through the 3rd party he originally booked withThe property's night manager made a decision based on the circumstances and we are unable to issue any type of arrangement/discount at this point.Thank you again for your time,*** *General Manager

Dear guest, thank you for your feedback in regard to your recent reservation/stay at our property
After reviewing your booking details on file we found out that your booking was processed through a 3rd party website called Booking.com and not *** as indicated in your original
commentsThe booking had a payment processed; however, it didn't show that the credit card holder is different from the name on the original booking received.From our end, we tried our best to work with the guest to chewith his credit card temporarily till we receive the correct credit card authorization allowing us to keep the payment on the credit card holder who was not present at check-inThe temporary authorization was released prior to the guest's departure and we currently have no outstanding authorization pendingPlease note that when our front desk is contacted to confirm a booking, they can only verify what we received from the 3rd party booking channel such as the guest name and the last four digit of the credit card used for paymentThey can't be held responsible for not explaining a policy that the guest never inquired about at the time of booking using an online channel
Please visit our website for more information: ***
For all Pre-Paid reservations: The credit card used for initial payment must be presented at check-in
If the credit card holder can't be present at Check-in, a credit card authorization has to be provided along with front & back copies of the credit card and picture IDClick to view form
Debit Cards: When using a debit card for the deposit/incidental, the card presented will be authorized for a minimum of $Please be aware that your bank may hold the deposit for a period of time ranging from 24hrs to weeks or longer depending on your bank's policyWe release the hold at check out, but cannot control when your bank will release the funds back to youDue to all the facts mentioned above, we are unable to issue a refund or make any adjustment on your previous booking; however, we will be happy to provide you with a discounted direct booking when you decide to stay with us again in the futureThank you,
Property manager

Dear guest,We are sincerely sorry for the way you feel about the way this situation was handledAs we previously mentioned, we tried our best to accommodate the guest according to the information we had at chetime: the guest was checked in with his own credit card till we received the proper documentation on the following day.Unfortunately, due to the high volume of fraud and un-authorized credit card transactions our company has to follow the policy published on our website indicating that we require the credit card holder to be present or to provide a prior written authorization allowing the registered guest to cheunder a different credit card holder. Again we apologize for any inconvenience this situation may have caused you and hope you have a pleasant day.Thank you,Property management

Please review file update below: 1-      Expedia’s CS agent confirmed that they advised the credit card holder of the authorization and stated that the hotel will be the one authorizing the booking because it was booked as a hotel collect. Also explained that the guest will...

need to provide a valid credit card to cover a deposit for any incidental charges. 2-      The morning of the arrival date, our system attempted to authorize the total reservation but the credit card declined. 3-      As a courtesy, the FD agent called to advise the credit card holder that we are required to wait a 24hr period before attempting to use the same credit card due to the issuing bank policy that prohibits us as a merchant from using a declined credit card without waiting at least 24hrs prior to the 2nd attempt. 4-      The credit card holder was given the option to use a different credit card or pay cash at check-in. 5-      The credit card holder refused to work with the hotel to find an alternative solution to secure the booking. 6-      The guests attitude toward the FD agent caused the agent to make a decision to refuse service 7-      As the property manager, I explained the policy again to the credit card holder in person. Apologized for being unable to accommodate her because of the current circumstances; however, I personally assisted the guest in finding other accommodation at the BW Orange plaza (Orange) for the same number of nights.Our property and our staff do not have any personal relation with the guest or her family; however, as a service provider we do have the right to refuse service and to support our staff’s decision

Revdex.com:
I have reviewed the response 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.
The Business did not apologize for the way the issue was handled. It appears, the response was scripted, copied and pasted. therefore it leads me to believe this is a common issue. I do not want a discounted rate, I will never stay at this establishment ever again. I will share my experiance on social media for the way we were treated and the way the reponse was handled. I asked for 2 things: 1. an apology for the way the situation was handled and a refund. Neither was acknowledged in my complaint. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]

Dear guest, thank you for your feedback in regard to your recent reservation/stay at our propertyAfter reviewing your booking details on file we found out that your booking was processed through a 3rd party website called Booking.com and not [redacted] as indicated in your original comments. The...

booking had a payment processed; however, it didn't show that the credit card holder is different from the name on the original booking received.From our end, we tried our best to work with the guest to check-in with his credit card temporarily till we receive the correct credit card authorization allowing us to keep the payment on the credit card holder who was not present at check-in. The temporary authorization was released prior to the guest's departure and we currently have no outstanding authorization pending.Please note that when our front desk is contacted to confirm a booking, they can only verify what we received from the 3rd party booking channel such as the guest name and the last four digit of the credit card used for payment. They can't be held responsible for not explaining a policy that the guest never inquired about at the time of booking using an online channel. Please visit our website for more information: [redacted] For all Pre-Paid reservations: The credit card used for initial payment must be presented at check-in. If the credit card holder can't be present at Check-in, a credit card authorization has to be provided along with front & back copies of the credit card and picture ID. Click to view formDebit Cards: When using a debit card for the deposit/incidental, the card presented will be authorized for a minimum of $250. Please be aware that your bank may hold the deposit for a period of time ranging from 24hrs to 3 weeks or longer depending on your bank's policy. We release the hold at check out, but cannot control when your bank will release the funds back to you.Due to all the facts mentioned above, we are unable to issue a refund or make any adjustment on your previous booking; however, we will be happy to provide you with a discounted direct booking when you decide to stay with us again in the future.Thank you,Property manager

Revdex.com:
I have reviewed the response 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.The Business did not apologize for the way the issue was handled. It appears, the response was scripted, copied and pasted. therefore it leads me to believe this is a common issue. I do not want a discounted rate, I will never stay at this establishment ever again. I will share my experiance on social media for the way we were treated and the way the reponse was handled. I asked for 2 things: 1. an apology for the way the situation was handled and a refund. Neither was acknowledged in my complaint. 
Regards,
[redacted]

Hotel response:First we would like to thank you for taking the time to communicate the guest's comments to us. I apologize for nor responding sooner, the original e-mail was unfortunately deleted by accident.We as a business do our best to accommodate all of our guests and we do manage...

to keep a high level of satisfaction and cleanliness. The same as any other business, we occasionally use the right to refuse service and according to the  policy we reserve the right to refuse service at any time and for any-reason. As you can see below, we felt that our efforts to accommodate the guest were not up to his level of exceptions so we  offered him a complete refund and advised him that his refund will be processed through the 3rd party he originally booked with. The property's night manager made a decision based on the circumstances and we are unable to issue any type of arrangement/discount at this point.Thank you again for your time,[redacted]General Manager

Dear guest,
We are sincerely sorry for the way you feel about the way this situation was handled.
As we previously mentioned, we tried our best to accommodate the guest according to the information we had at check-in time: the guest was checked in with his own credit card till we received the proper documentation on the following day.
Unfortunately, due to the high volume of fraud and un-authorized credit card transactions our company has to follow the policy published on our website indicating that we require the credit card holder to be present or to provide a prior written authorization allowing the registered guest to check-in under a different credit card holder.
 
Again we apologize for any inconvenience this situation may have caused you and hope you have a pleasant day.
Thank you,
Property management.

Please review file update below: 1-
Roman; font-weight: normal; font-stretch: normal; font-style: normal; font-variant: normal;">      Expedia’s CS agent confirmed that they advised the credit card holder of the authorization and stated that the hotel will be the one authorizing the booking because it was booked as a hotel collect. Also explained that the guest will need to provide a valid credit card to cover a deposit for any incidental charges. 2-      The morning of the arrival date, our system attempted to authorize the total reservation but the credit card declined. 3-      As a courtesy, the FD agent called to advise the credit card holder that we are required to wait a 24hr period before attempting to use the same credit card due to the issuing bank policy that prohibits us as a merchant from using a declined credit card without waiting at least 24hrs prior to the 2nd attempt. 4-      The credit card holder was given the option to use a different credit card or pay cash at check-in. 5-      The credit card holder refused to work with the hotel to find an alternative solution to secure the booking. 6-      The guests attitude toward the FD agent caused the agent to make a decision to refuse service 7-      As the property manager, I explained the policy again to the credit card holder in person. Apologized for being unable to accommodate her because of the current circumstances; however, I personally assisted the guest in finding other accommodation at the BW Orange plaza (Orange) for the same number of nights.Our property and our staff do not have any personal relation with the guest or her family; however, as a service provider we do have the right to refuse service and to support our staff’s decision

Review: This letter is to inform the Revdex.com of a local business in [redacted] of its business practices that are unreasonable and unethical in nature. The business in question is:

Best Western Plus Meridian Inn & Suites

[redacted]

During the short vacation that I had planned, I had booked multiple hotel stays via 3rd party website; [redacted] My stay at business mentioned above was planned for the night of April 28, 2015.

We checked in very late, around 11pm. At first, the room looked clean. However, soon discovered otherwise. The clearly had not been washed or cleaned in some time, bedding had multiple hairs and was filthy. I immediately walked over to the welcome desk and requested new bedding. To my surprise, I found more hair in the new bedding that I received. I believe this is not a coincidence; I suspect that this hotel reuses the bedding without washing, or at the least, the level of cleanliness this hotel maintains is unacceptable.

I walked back to the same counter, and made a second complaint. The same person was still at the desk, who I later learned he was the manager of the hotel, named [redacted]. I stated to [redacted], that I found more hairs in the new bedding that I just received, and I don’t feel that the bedding is very clean.

He accused me of fabricating the story and immediate became irate. He was not apologetic, willing to listen or make any accommodations. Then, he informed me that he is refusing service and was no longer welcomed to stay. [redacted] informed me that he can refuse service for any reason, and pointed at a sign inside the hotel lobby. Additionally, he mentioned that I had booked the room via 3rd party, and room rate was much lower than it should have been. This action taken by [redacted] was retaliatory in nature, unprofessional, and unreasonable. Additionally, the level of cleanliness of this hotel is below subpar and unacceptable in any standards.Desired Settlement: Additional compensation for last minute hotel room that was booked.

Business

Response:

Hotel response:First we would like to thank you for taking the time to communicate the guest's comments to us. I apologize for nor responding sooner, the original e-mail was unfortunately deleted by accident.We as a business do our best to accommodate all of our guests and we do manage to keep a high level of satisfaction and cleanliness. The same as any other business, we occasionally use the right to refuse service and according to the policy we reserve the right to refuse service at any time and for any-reason. As you can see below, we felt that our efforts to accommodate the guest were not up to his level of exceptions so we offered him a complete refund and advised him that his refund will be processed through the 3rd party he originally booked with. The property's night manager made a decision based on the circumstances and we are unable to issue any type of arrangement/discount at this point.Thank you again for your time,[redacted]General Manager

Review: (07/26/2013)I WAS A WALK-IN CUSTOMER HAVING JUST LANDED AT JOHN WAYNE, ([redacted]) THE NIGHT MANAGER NOTIFIED ME THAT THE ONLY ROOM AVAILABLE WAS THE VIP SUITE. I PAID THE FULL AMOUNT AND WENT TO GO GET A QUICK BITE TO EAT. UPON MY RETURN TO THE HOTEL, I HAVE YET TO EVEN WALK BEYOND THE FRONT DESK AND ENTER THE ROOM. A LOCAL PATRON WAS HEADING THE DIRECTION I LIVE IN. THEY EVEN GRACIOUSLY OFFERED TO GIVE ME A RIDE HOME. ALL OF THIS HAPPENED IN A MANNER OF 10-15 MINUTES. I SPOKE TO [redacted] AND ASKED HIM IF I MAY CANCEL THE ROOM AND RECEIVE MY REFUND SINCE I HAD NOT USED ANY OF THE SERVICES OR FACILITIES. HE OBLIGED AND TOLD ME A REFUND WOULD BE ISSUED TO MY ACCOUNT PROMPTLY (3-5 BUSINESS DAYS). SINCE THEN I HAVE CALLED EVERY FEW WEEKS AND SPOKEN TO A DAYTIME REPRESENTATIVE ([redacted]). WHO HAS TOLD ME THAT THE SUPERVISOR/MANAGER WOULD CALL ME OR EMAIL REGARDING MY REFUND. I HAVE YET TO RECEIVED A PHONE OR EMAIL ACKNOWLEDGING MY COMPLAINT OR MY REQUEST TO SPEAK TO THEM, OR GARNER A FORM OF RESPONSE. THIS IS VERY POOR CUSTOMER SERVICE AND MANAGEMENT. I HAVE READ THE RULES REGARDING REFUNDS AND SINCE I WAS A WALK-IN AND NOT A RESERVATION I DO NOT FALL UNDER THE NO RESERVATION GUIDELINES.Desired Settlement: I WOULD LIKE THE AMOUNT I PAID FOR MY WALK-IN CHARGE OF 186.99 TI BE REFUNDED TO ME, AND A LETTER OF APOLOGY FROM THE SITE SUPERVISOR OR OWNER OF THE BUSINESS, ALONG WITH A GUIDELINE TO ENSURE SUCH FUTURE INCIDENTS TO NOT OCCUR TO OTHER PATRONS OF THEIR BUSINESS. THE NIGHT MANAGER ([redacted]) AND DAYTIME FRONT DESK ([redacted]) HAVE NOTED THEY PUT IN REQUESTS AND NOTES REGARDING MY DILEMMA. I CAN COMMEND THEM ON THEIR ATTEMPTS TO RESOLVE A SMALL MANNER THAT HAS ESCALATED INTO THIS POSTING TO THE Revdex.com.