Best Western Northwoods Lodge

Review: We reserved a suite room at this location with a request for a crib at the time of our reservation. When we arrived to check in the front desk worker told us the crib was in our room. When we arrived to our room we found it to be very hot and there was not a crib in the room. Though a portable A/C unit was in the main living area of the suite. We returned to the front desk and reported the two issues we were told "I am the only one here so I'll bring a crib when I can. The air conditioner was working just fine last night" to which I replied "ok we will try again and will wait for the crib as we need to have it before we come back for bed this evening with the baby. We returned to our room (in the heat) and waited. Approximately 10-15 min later we heard the worker I. The ha so we opened the door where she told us she could not find the crib and repeated that she was the only one working right now. I asked her to come in and show us how the A/c worked in case we were simply not using the thermostat correctly. She said we were doing it correctly it was not working and said "at least you have the portable unit. I said "yes but that is not in the bedroom where we will be sleeping and I am pregnant and need an air conditioner to sleep which is why we booked a hotel room instead of sleeping". Her response was "well, I don't know what you want me to do. I'm the only one here, my manager is unreachable a the owner lives 3 hours away". I said "that is terrible for you, especially on a holiday weekend to be alone working here but I still need the room I paid for and the crib. It is not safe to use anything else." My husband asked for her managers phone number so we could continue to try to reach her due to her increased demand at the front desk as well as our need to be somewhere. ( it had been an hour of checking in at this point which should have been a quick task). Soon after the worker knocked on the door with a pack and play and said "is this good enough? We don't have a crib." I accepted saying "yes that's fine." She asked if we needed bedding which I said just a sheet. She returned with the sheet and asked if I needed her to put it on which I said " no I can do it". (The sheet was not for the pack and play and was a full or queen size flat sheet which we had to tuck around the mattress. This is highly advised against by the American academy of pediatrics but we were trying to make due with a difficult situation without causing more work for this clearly stressed worker. Following this, my husband called the manager who did answer and said they were unable to reach the maintenance worker. My husband asked if they could have it fixed by 7:00pm when we returned to put our baby to bed and she said she couldn't be sure. My husband asked if she could please call when the fix was complete so we would know before we brought back our baby to which her reply was "well I'll be asleep at 7:00 so I don't know. We left it at that and returned to our plans where we needed to be. A few hours later my husband did receive a call that the fix had been completed and that they had been aware the a/c had not been working well in that room. The manager then said she would take $40 off our bill for the inconvenience. We thanked her and said we were grateful the problem had been fixed.

Upon returning to the hotel we were met in the hallway by another worker who asked if we were staying in the suite. We affirmed and she said "I just wanted to let you know the a/c had been fixed." "Thank you so much, have a good evening" I said.

No other contact was made with any staff at the hotel until upon returning home. The payment for the room had gone through and a few days later an additional charge appeared for $40. Assuming this was a mistake (ie they charged us $40 instead of deducting it we contacted the hotel). On the first call, we were told they would take care if it. Days later the charge still appeared. We called once again and were told the manger would call us back. She never did. We tried a third time and were again told the manager would call back. She never did. I called again this morning (7/24/15) knowing it had

Been nearly a month and the credit card company would need to know within the same billing period. This time I spoke with Jessica (a manger was still unreachable) who informed me that $40 had been added back on to our bill due to "rudeness to the staff". This was shocking to me as we were never once apologized to for the inconvenience and discomfort this matter caused (other than the initial worker says "I'm sorry I don't know what you want me to do). We should not have had to call someone ourselves to have air conditioning in a hotel room we paid for. We did not ask for any money to be dropped from the bill we simply asked for what we paid. The fact that an unauthorized charge was placed on my card is wrong and a manger should have returned my call to discuss this issue as I was told she would. I have contacted visa who has stopped payment on the $40 charge while this is being resolved as it was an unauthorized charge. At this time I request the Best Western Northwoods lodge respond by crediting the $40 back on to my card and responding to my requests to speak with management.Desired Settlement: Credit of unauthorized $40 returned to my credit card.