Best Western Mountain View

Review: My biggest complaint is with the way my reservation was handled. I called to make a reservation as I was staying with pets and needed to ask questions. The front desk person who answered was too busy to take my reservation and directed me to use the website. I did and accidentally booked for the wrong day. When I arrived on the day I thought I reserved a room. I was informed that I had already been charge for the night reserved and would need to pay for this night too, but my credit card would be credited back for the night I didn't stay. I asked the front desk staff to confirm this with the manager because if I was not going to be credited back the night I didn't stay I was not going to stay. They contacted the manager and said everything would be taken care of in the morning. I stayed in the beginning of October and its currently December. I have been promised by the Front Desk Manager [redacted] multiple times that my card will be credited back and it hasn't happened. Each time I contact them at least 10 times now, its a new story. I have left messages for both [redacted] and [redacted] the ?GM and never received a return call. Everyone passes the buck to the next person and its horrible customer service. Yesterday when I spoke with [redacted] she inquired about my bad review posted on google reviews, she said they were looking into it. As of today 12/17/14, [redacted] informed me that the GM would not give me a refund. She said a lady responding to the review would contact me. The GM has never contacted me.Desired Settlement: I would like my refund. I would also like Service members and there dependents to be aware of the poor business practices here.

Business

Response:

Dear [redacted], After reviewing your entire file with [redacted], the General Manager, we have decided to maintain our original response! Unfortunately, if we refunded every person that no-showed or booked the wrong date by accident, we would have to go back years to correct it! We are sorry that you were not satisfied with out hotel, but are working hard to ensure that any future visits will be satisfiable!Thank you and Happy New Year, [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.

[Before agreeing to stay the night I was actually trying to book for I asked if a refund would be given. Someone was contacted by the front desk person I was lead to believe it was the manager. I was told this happen frequently and in the past a refund was given. The manager will take care of it in the morning. I was told numerous times to look for my refund. After my poor review was made public they asked me o the phone " are you the one that wrote the bad review?" Then the GM refused to give me a refund. This company does not practice in an honest manner.]

Regards,