Best Western Ocean View Resort

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The posting didn't show up at all on my financial account a [redacted] ( [redacted] ) so I logged into my bank directly and found that it posted as an addendum to the date of initial transaction in mid April, as opposed to a separate refund on the date the vendor statesSorry for the confusionThank you for your assistance in this matter Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I was overcharged twice and they were rude..especiallyto a customerWith physical injuries[redacted] Sincerely, [redacted]

We have made contact with the guest to explain where a simple error was made on the part of a front desk clerk and what we did to correct that errorThe guest has NOT been overcharged and the hotel's General Manager (Morgan J [redacted] ) and the Managing Director (Jeff S [redacted] ) have both made efforts to contact the guest to completely resolve this issue to the guest's satisfactionI emphasize that there was no additional charges to the guest other than the two night stayTerry B [redacted]

Our records indicate that the $refund was processed through to the Guest's credit card on April 23rdThe last four digits of the credit card are ***. The credit of $for card ending *** went through on our end on 4/23/17 9CREDITKVI=*** -39.4USD

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and if the owner follows through with his offer, the resolution would be satisfactory to meIt seems I've gotten the redress I've sought here, but I'd humbly like to submit further commentary if he'll take the time to read it as I don't feel he fully understands the root cause of the issue at hand, and perhaps it was my lack of clarity in explanation and I wouldn't want this to happen to other customersWhy this issue is important is that the pricing information provided changes the decision of the customer, and in my situation I was induced to make a decision I wouldn't otherwise make at that price pointDue to lack of info (which I have posited to be non-incidental costs and commonly agreed upon to be fixed costs), I went with the hotel option.What happened in this case is a salesperson didn't tell a customer the full price they'll be paying when asked for the "total cost." I feel like I'm splitting hairs here but that's really important to a customer- when I speak to my own customers I -at the very least- tell them about things they can reasonably expect to see on a bill even if it has nothing to do with my company's chargesI'm pretty sure that's standard business practice in any industryMost importantly, when I tell a hotel salesperson that I'm bringing a dog, and they put me in a special pet-accommodating room and then don't include that in the quoted price, then that's an organizational issue and no longer just a single salesperson issueAt this point a pet fee isn't an incidental, like a beer from the mini-bar; that's a GIVEN- I only gave them my business because they DID allow me to bring a dogThey didn't say "OK, we've got you in a dog-accommodating room now, and by the way, for $extra, you can actually BRING the dog you're talking about!" The premise here is- "I'm bringing a dog and staying at your hotelWhat will I end up paying when I check out ?" (barring incidentals like room damages and alcohol, of course, which I think any reasonable customer would understand)I think there's a disconnect there that they need to address administratively when taking sales calls over the phone, and/or when sending reservation confirmations via emailPerhaps the issue here is that he's considering taxes and fees incidentals, i.esomething that the hotel can't know until you check outIn this case, both were known before I arrived- the tax code probably isn't changing overnight, nor is the fact that I said I'm bringing the dog on vacation (and even if it did, they could itemize that on the quote)- so why wasn't that in the "quote" or "reservation confirmation" or whatever the pre-chemessaging needs to be?No hotelier or business ownership experience here, just humble suggestions from both a salesperson & customer's perspectiveSorry if I've mis-used industry terminology here but I've tried to characterize the events as accurately as possible. Respectfully,
*** ***

Complaint: [redacted]
I am rejecting this response because:
I was overcharged twice and they were rude..especially. to a customer. With physical injuries.[redacted] 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The posting didn't show up at all on my financial account a[redacted] ([redacted]) so I logged into my bank directly and found that it posted as an addendum to the date of initial transaction in mid April, as opposed to a separate refund on the date the vendor states. Sorry for the confusion. Thank you for your assistance in this matter.
Sincerely,
[redacted]

We have made contact with the guest to explain where a simple error was made on the part of a front desk clerk and what we did to correct that error. The guest has NOT been overcharged and the hotel's General Manager (Morgan J[redacted]) and the Managing Director (Jeff S[redacted]) have both made efforts...

to contact the guest to completely resolve this issue to the guest's satisfaction. I emphasize that there was no additional charges to the guest other than the two night stay. Terry B[redacted]

I received a copy of the complaint you filed with the Revdex.com concerning the charges incurred during your rcent stay at the Best Western Ocean View Resort Seaside OR. First let me apologize on behalf of the hotel for any misunderstanding. We do NOT, at any time engage in an devious...

business practices. I am the Owner of the Hotel and I would never tolerate it for a second.I have read your complaint as well as the Yelp survey and, while I can understand your point about our pricing quote (when you made the reservation directly with the hotel) very few businesses of any type quote their  pricing "inclusive of taxes". However, we should squabble over $40 so I will have the management of the hotel promptly refund $39.40 to your account. While I  agree with our pricing practices and how we quote our pricing (as it is consistent with industry practice and consistent with most other businesses) we will certainly take your suggestion under consideration. At the very least we can let our guests know at check-in that the room rate does not include taxes, pet fees, incidental charges for the restaurant, etc.  Thank you for that suggestion. Mr. [redacted], I have one small  favor to ask of you.  Will you please modify your Yelp survey to reflect that we promptly responded to your concerns, both from the General Manager and the Owner?  I know you did not get the answer you wanted from the General Manager, however I believe he was responsive at the least.  If you would consider that I would appreicate it. Thank you for staying with us.  I hope it was enjoyable. Kindest RegardsTerry B[redacted]Owner.