Best Western Paradise Inn

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Thanks to your rapid response in this matter, the owner of this hotel has adjusted my invoice to reflect actual charges for services
renderedI hope these unfair practices I encountered are not business for this hotelIf it is, I sure hope Revdex.com is contacted.Thanks again for your help and your service.*** ***

Review: We had 4 rooms guaranteed with a credit card for our up coming stay. When we arrived late the hotel had made a decision to give away two of our guaranteed rooms. We had 11 people to fit in two rooms, some sleeping on the floor one of which was my wife age 52. The two rooms were over crowded and no extra bedding. When I went in the next day to check out, the person on duty gave me a receipt that said NO CHARGE on it for the rooms. Because it was their fault. But two days latter my credit card WAS CHARGED for the rooms. They were giving us the two rooms for free because of their mistake. We have contacted Head quarters and they said that the owner needed to reimburse our card for those two rooms. The owner [redacted] said she would not. That even thought it was their fault that the man should have not made that deal. She said that if we ever came up to stay with them again that if availiable then we could have 2 rooms for a night free.Desired Settlement: Our credit card was charged $310.33 for the two rooms. We want that reimbursed. We don't want the free nights but want what would equal that put back into our credit card, as the head quarters told her and us that they told her to do so.

Business

Response:

1 am sorry for the delayed response. I am writing to you today to address tlie complaint ID [redacted].1 just received this today. I do not live in Dillon, MT, and the staff does not open my mail at the property- unless it is something specific that they know to open. I appreciate the call today from your representative that alerted us to this problem. I am usually up every two weeks to pick up the mail.

Mr. [redacted] did arrive for his rooms on the evening of July 27th, 2013. We do not know what happened to two of the four reservations that he had confirmation numbers for. We informed him that we were sorry, and he was not obligated to stay with us. We had no other rooms available at that time. No one gave his rooms away or made any decision to do so. It is one of our worst fears that this type of mistake may happen from time to time and honestly, it is the first time it has happened in the three years we have owned the hotel. We have owned hotels for 20 years and have only had this situation one other time at another property.

He made the decision to stay with us in the two rooms that we had. I called him the next day, after learning of the issue, to ask him if they had been ok and if there was anything I could do for them. He said no, that they were fine- it was an inconvenience, but that they made it. I told him the next time he was coming to Dillon to call me and I would give them a complimentary room and I gave him my direct cell number and he said thank you.

A week or two later, we had a complaint filed with Best Western International alleging that they had been inconvenienced and wanted their rooms for free. I responded immediately and Best Western International stood behind us. Then it came up that they had receipts showing no charge. I reviewed our security system then, At no time were they told that they were not going to be charged. No one there had authority to do that except me, and upon further review of our security cameras, wre found that Mr. [redacted] never came to check out that morning. So our headquarters stood behind us in the fact that they decided to stay, and that they needed to pay for the rooms they had used.

After this, Mrs. [redacted] had called the hotel asking to be called back. 1 gave my Director of Operations full authority to deal with the situation, which she did. They would not listen to her. I informed her to let them know once again, we were sorry that they had been unhappy, but that we considered the matter closed and they were obligated to pay for the rooms they used. I was still willing to honor the complimentary room at that time. I would have possible considered two rooms depending on the time of year they were coming, but I never once told them that.

Then we had another complaint on a social website, Trip ad visor, stating that we were liars. Then it came up that we had made the decision to charge them three days after they stayed, I politely emailed them back and have attached the correspondence for your review.

We did not charge their credit card days later. We charged them the morning that they left, (they did not come to the desk to check out) and their credit card was settled in our batch in the middle of the night. This is standard procedure. I have no control when the amount appears on their statement. I scanned and emailed them a copy of their credit card receipt as you will see in the attached correspondence and informed them that if they still felt the charges were incorrect, to dispute it with their credit card company.

I did ask them in my last email correspondence that if they would email or fax me the copies they have of their receipts, (which I later learned that they obtained from calling the hotel weeks after they stayed for copies- since they never checked out the morning of their departure) that I would be happy to examine the handwriting, but that I would be very surprised as I had not seen any of that occur that morning. I never received them.

I also see that the last time they complained to Best Western International, they were offered 8000 points if they could produce the receipts with no charge written on them. No one at our property would have done that, and at no time did we observe that on our camera system.

While we harbor no ill feelings to the [redacted]’s, and we are sorry this happened to them, they did make the decision to stay in the two rooms we had. I feel that coming up with these accusations after Mr. [redacted] told me they were fine and I offered the complimentary room even though he did not ask for anything, seems very dishonest. Especially since they were never told they would not be charged, they signed their registration cards knowing they amounts that were printed on them for the stays, they did not come to the desk to obtain their receipts, and never once was it mentioned to me in our first conversation. I do not feel comfortable at all in giving them a complimentary room anymore, either. I feel that their would be much animosity and potential for damages. I counseled them to please be aware that if they slander or defame the hotel or staff character, they may be liable for potential charges. Social media is a powerful tool, but there are limits and it should be used professionally and with good judgment.

I will leave this now in their hands to dispute with their credit card company if they still feel they should not have been charged,

1 appreciate your time and involvement in this matter. Please so not hesitate to contact me if you have further questions.

Review: I checked into this hotel with the agreement that it would be a free stay through earned points. This was confirmed when making the reservation via telephone and also when signing the registration agreement upon checking in. After I had been in my room for a while I was called on the hotel phone and told that I did not have enough points. Upon checking out I asked for a copy of the registration agreement I'd signed. It had been altered; the rate was crossed out and 96.29 was written next to that. In addition there was a bill (not signed by me) showing that $96.29 had been taken from my debit card. I had given my card number when making the reservation for "incidental charges." The hotel did withdraw $96.29 from my account without my consent or agreement or receipt.Desired Settlement: Refund of $96.29 into my debit account.