Best Western Pentagon

June 27th, 2014Dear Revdex.com, This is in response to the complainant, [redacted] , citing "Advertising issues"She states that the hotel offered free shuttle service, and failed to provide the complimentary transportation to the hotel.It is correct that we do advertise a complimentary hotel shuttle, however the guest made an assumption that it operates 24hrs a dayOur shuttle hours are from 6:00am to 10pmThe site that she referred to in the complaint was from our Pentagon Hotel website http;//www.pentagonhotel-com/services.3spxwhere it never specifies that the shuttle is operational at all timesAdditionally, if one tqes to book on this specific website, it would automatically link you to the main Best Western site where it clearly specifies the exact time of operationPlease see attached "screenshot'iThe guest made a reservation via [redacted] .com, where that site too, never mentions a 24hr shuttle service, [redacted] 's arrival time at the hotel was 11:16pmUnfortunately, our shuttle was no longer operational at the time of her arrival.We would like to apologize to [redacted] for the inconvenience, however we can not refund her the taxi cost due to unfounded allegations.Thankyou,

In regard to a complaint dated May 31, 2016, we have launched an investigation regarding the alleged circumstances and found all room items to be in working order and no record of these issues being brought to the attention of the hotel while the guest was staying.Our preference it always to make
certain that our guests are pleased with their stay and that, if they should encounter an issue while staying, we are able to find a satisfactory resolution before the guest departs.As such, we will not be refunding the guest for their stay.Thank you

As previously stated, we did investigate this report and found everything to be in working orderWe did not and have not received complaints from any guest staying in that room before or after this guestWhen an issue or concern is brought to our attention we react immediately to resolve the issue to the guests satisfactionIf this was reported to the Front Desk, we would have certainly sent a member of our maintenance team to check the television and repair or replace itIf we were not able to do this, we would have offered the guest another similar or upgraded room, if availableWe would not ignore or disregard a reported issue in a room and leave our guests feeling as if we didn't careWe are focused on customer service and hospitality and this speaks to our service promise; "If something is not meeting your expectation, please let us knowWe want to make it right."

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Complaint: ***
I am rejecting this response because:I did in fact complain about this to the lobby and the front deskIn view of the response from this company, I feel like they do not care much about customers and am not very satisfied with the experienceI give permission to the Revdex.com to post my response and the complaint on their website.
Regards,
*** ***

In response to your letter of July 15,regarding a customer complaint assigned to ID# ***,Comfort Inn Pentagon City ( VA ) has already made a settlement by refunding the amount of $ to the customer concerned, hotel did try to contact the customer after three
days we received the complain from heads headquarters and left a message several timeAgain this issue was resolvedThank you. Sincerely, Suzette P***General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***
I am rejecting this response because the hotel's advertising speaks for itself. The advertising represents that the hotel offers a complimentary shuttle service. Had the lousy hotel - which also had bugs everywhere, and broken fixtures, and a torn shower curtain - intended there to be limitations on the shuttle service, that fact should have been prominently noted. Additionally, the hotel had no business advertising itself as an “airport” hotel when it was in fact several miles and a $cab ride from the airport.
The Best Western says it should not refund the money because I should not have “assumed” that the shuttle service ran past p.m. This argument shows a fundamental misunderstanding of the consumer protection laws, including the laws against “bait and switch” and deceptive trade practices. Under those laws, a consumer is entitled to make inferences from advertising. If the advertiser does not want people to make inferences, they need to put a disclaimer prominently on the ad. Read the guide on the FTC’s website which states the importance of “clear and conspicuous disclosures of information that consumers need to make informed online purchasing decisions. It also discusses how the traditional factors used to evaluate whether disclosures are likely to be clear and conspicuous apply in the context of online advertising.” Recently, a breakfast food got into trouble for advertising because its ads implied that the food was healthy. I saw that ad. Nothing was said about nutrition or health, just that it tasted good. But the actors were slim and attractive and the kitchen was clean, so consumers assumed the food was healthyThat was enough for the FTC to consider them as having committed a deceptive trade practice
Here, the Best Western did not put a disclaimer on its ads noting the shuttle’s limited hours. They also deliberately misled consumers into thinking the hotel was a short distance from the airport when it was in fact $awayClearly, the hotel was pulling a bait and switch tactic by making promises on which it failed to deliver

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Hotel DID NOT give us a credit.  [redacted] did a charge back to hotel.  Hotel did not respond until AFTER [redacted] did the charge back.  We responded to the hotel via email telling them if they want to know more information they need to contact the Arlington VA police dept who has the case.
We DO NOT require further action from Revdex.com or the hotel since [redacted] resolved this matter promtly
 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Hotel DID NOT give us a credit.  [redacted] did a charge back to hotel.  Hotel did not respond until AFTER [redacted] did the charge back.  We responded to the hotel via email telling them if they want to know more information they need to contact the Arlington VA police dept who has the case. We DO NOT require further action from Revdex.com or the hotel since [redacted] resolved this matter promtly 
Regards,
[redacted]

June 27th, 2014Dear Revdex.com,
This is in response to the complainant, [redacted], citing "Advertising issues". She states that the hotel offered free shuttle service, and failed to provide the complimentary transportation to the hotel.It is correct that...

we do advertise a complimentary hotel shuttle, however the guest made an assumption that it operates 24hrs a day. Our shuttle hours are from 6:00am to 10pm. The site that she referred to in the complaint was from our Pentagon Hotel website http;//www.pentagonhotel-com/services.3spx1 where it never specifies that the shuttle is operational at all times. Additionally, if one tqes to book on this specific website, it would automatically link you to the main Best Western site where it clearly specifies the exact time of operation. Please see attached "screenshot'. iThe guest made a reservation via [redacted].com, where that site too, never mentions a 24hr shuttle service, [redacted]'s arrival time at the hotel was 11:16pm. Unfortunately, our shuttle was no longer operational at the time of her arrival.We would like to apologize to [redacted] for the inconvenience, however we can not refund her the taxi cost due to unfounded allegations.Thankyou,

Review: The company charged we additional $200 dollars for a shower issue that I informed the company of and I told them that shower was not cutting off when I check out at 9 that morning and they waited 2 hours before they fixed the problem that is on the company not on the consumerDesired Settlement: I want full refund from them as well as an apology because I have tried to work with them and no response because they know what truly happen and trying to hold me responsible for their neglect

Review: Had one of the worst stays in history!!!! I informed the front desk of the fact that hot water in the shower wouldn't cut off in my room at 8:45 when I checked out but instead of them going check out the matter the clerk at the front wrote it down and waited till 11am when the situation became a huge problem and then charged me for it but now the manager wont call me back because they know the truth. I am telling all dont ever stay at this place because they have no accountability. Who would intentionally leave water running nobody so for them to think I would do that and not tell that ridiculousDesired Settlement: I want my money fully refund because this their fault and apology

Review: The advertisements for this hotel state that it offers a free airport shuttle, but when I arrived, the hotel told me to hire a taxi. I spent $18 for the taxi. I requested a credit for the $18, but the hotel refused to give me a credit for the $18. Also, the hotel promotes itself as a an "airport" hotel. That suggests that the hotel is near the airport, when it is in fact several miles away (definitely more than 2 miles), hence the $18 cab ride. Below are copies of some of the ads:

Best Western Pentagon-[redacted] Airport - [redacted] Virginia Hotel

The Best Western Pentagon-[redacted] Airport is an affordable, comfortable, centrally located hotel for business and leisure travelers in the Washington DC area. Located a short free shuttle ride from [redacted] National Airport, the Pentagon, and Downtown DC, our stylish hotel offers an array of exceptional facilities and world-class hospitality, all in a peaceful environment for working or unwinding.

Location near the Pentagon -

Of all the hotels in [redacted], Virginia, Best Western Pentagon-[redacted] Airport is the most convenient. Across the Potomac River from our nation's capital, we're just 2 miles from [redacted] National Airport, with a free shuttle to and from. Our [redacted], VA hotel is also minutes from Washington DC's iconic attractions, such asDesired Settlement: Refund of the $18 and corrective advertising.

Business

Response:

June 27th, 2014Dear Revdex.com,This is in response to the complainant, [redacted], citing "Advertising issues". She states that the hotel offered free shuttle service, and failed to provide the complimentary transportation to the hotel.It is correct that we do advertise a complimentary hotel shuttle, however the guest made an assumption that it operates 24hrs a day. Our shuttle hours are from 6:00am to 10pm. The site that she referred to in the complaint was from our Pentagon Hotel website http;//www.pentagonhotel-com/services.3spx1 where it never specifies that the shuttle is operational at all times. Additionally, if one tqes to book on this specific website, it would automatically link you to the main Best Western site where it clearly specifies the exact time of operation. Please see attached "screenshot'. iThe guest made a reservation via [redacted].com, where that site too, never mentions a 24hr shuttle service, [redacted]'s arrival time at the hotel was 11:16pm. Unfortunately, our shuttle was no longer operational at the time of her arrival.We would like to apologize to [redacted] for the inconvenience, however we can not refund her the taxi cost due to unfounded allegations.Thankyou,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]

I am rejecting this response because the hotel's advertising speaks for itself. The advertising represents that the hotel offers a complimentary shuttle service. Had the lousy hotel - which also had bugs everywhere, and broken fixtures, and a torn shower curtain - intended there to be limitations on the shuttle service, that fact should have been prominently noted. Additionally, the hotel had no business advertising itself as an “airport” hotel when it was in fact several miles and a $20 cab ride from the airport.