Best Western Milwaukee West Reviews (%countItem)
Best Western Milwaukee West Rating
Address: 5501 W National Ave, W Milwaukee, Wisconsin, United States, 53214-3414
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Good Afternoon, This disagreement has been with the Best Western since August 31, 2018. We were to arrive that afternoon but as we were packing the motorcycle for our trip ( our yearly vacation) we received an extremely urgent phone call from my family, My brother *** was being transported to a local hospital in critical condition. We immediate knew we couldn't go ahead on our trip. I called BW and they told me that the reservation couldn't be cancelled, I told her of my brother's condition and she was really harsh with me. I said you're going to have to cancel it because we were already on our way to the hospital. Since then Discover took the charge off our our bill, then in November the charge was resubmitted to our Discover account. We talked with the BW manager named *** last week again and asked if and why the charges can't be removed. We have always been alerted that the BW is very biker friendly. We were also told by the manager that the room was held empty those days, when it was a very busy Harley Davidson event that they could have filled it in a heartbeat. I would expect anyone to treat us the way the BW has. The American Legion Riders have always supported the BW's but now their endorsement is changed. This charge of $1470.83 is very expensive to us because we are Senior Citizens and this was going to be a trip of our lifetime. It's not only the money but of the stress of how we have been treated during this continuing time of stress with my brother and his family.
Good Morning,
First, I am hopeful that the health of your Brother *** has improved. Secondly I would like to address your complaint as outlined above. Your reservation was over the Harley festival in which not only sold out the Milwaukee area but also for several hours in all directions surrounding. Our rates during this time like all other hotels in the area we non-cancellable and non-refundable. During the booking process these terms and conditions had to be accepted in order to book the reservation. While we are compassionate to your reasoning for needing to cancel we must follow the same terms and conditions that all other guests were held to. We cannot make an exception for one and not another. We simply cannot make a determination as to who's reasoning is more important or valid than someone else's. As far as your reference to DIscover removing the charge and us resubmitting is not entirely accurate and I will explain these steps now. When you contacted Discover as you reference you begin a process as a dispute. When a dispute is opened the card issuer places the funds back into your account and submits a request for information/validation to the entity that presented the charge. The entity that presented the charge has a set time frame in which they have to provide verification as to why the charge is valid and should stand. We provided Discover Card the terms and conditions of your booking that was agreed to upon time of booking. Discover reviewed this information and deemed the charge to be valid in which at that time is when Discover placed the valid charge back onto your account.
As I stated above we must do for one as we would do for all. We simply cannot determine whose reasoning for needing to cancel a non cancelable reservation is valid or more important than someone else's reason for needing to cancel. While we understand in your case you feel differently and feel we should make an exception however we simply cannot.
Respectfully Submitted,
***
General Manager