Best Western Placerville Inn

I apologize if the first and last name order was incorrectI will take the blame on usBut that is a common mistake if both the first name and last name can be common first names of individualsThe hotel definitely did not take the guest signed authorization or changed the dates or cut, copy , paste it to another reservationIt was a verbal communication between the hotel and the guestBut hotel does take the blame that we should not have charged the card unless written authorization was takenSo we did reverse the charges as soon it was addressed on the same dayWell, the only source for the hotel to get the guest information was through [redacted] ***And we thought she would co operate usHow is it unreasonable to ask for her sisters contact information when she was also aware that her sister did stay in the hotel without paying a penny?We can definitely return the $deposit but we need the deposit slip back from them to do thatWe do not want another family member coming back to claim it after we returnWe did not even get pet fee for the entire stayWe did not mention this[redacted] GGeneral Manager Best Western Plus Placerville Inn [redacted]

Dear Sir/Maam The hotel reservation was under *** ***. Miss *** authorised the hotel to charge her card for *** stay from 10/23 to 10/29/16. They
were family. Most likely a sister was helping the other*** extended the stay with our front desk agent on 10/30 having check out date 11/05/Verbally Miss *** communicated the agent that this time also Miss *** is taking care the charges for her stay. We did authorize the card and extended the stay. That was error on our side not to get the authorization form signed by Miss ***The amount of $1042.30 was charged on 10/31/16. We never heard back from Miss *** until 11/06/16. Because it was a blunder at our end we did not question her and refunded the entire amount back to the same card on 11/6/We lost revenue of the $1042.30. Miss *** sister stayed with us for 7 nights free of cost. Miss *** was loud, abusive and even did not co operate to give Miss *** contact number so that we can follow up on our valid charge. She did complain Best Western Corporate. We had a talk with corporate. The maximum that we could do was to refund the entire amount. And we did it. I am attaching the receipt for your reference*** G General Manager Best Western Plus Placerville Inn *** ***Attached is the receiptEither *** *** or Miss *** or someone from their family gave us a $depositNobody has claimed that yetSo we have applied that money to our lost revenueIf they can provide us the deposit slip that we handed over to them, we will return the $And I will appreciate Miss *** providing the hotel the contact information of Michele Roneatte so that we can follow up on our lost revenue

I am rejecting this response because: First, I would point out that if you register someone in your hotel and cannot correctly spell their name or even get the first and last name in the correct order, you obviously didn't see their identification and don't know who is staying in your facility.  Second, Ms. [redacted] did not authorize any charges to my credit card. The credit card in question is in my name, [redacted], and there are no other authorized signers on it. That is the point of this complaint! NO ONE ELSE IS AUTHORIZED TO MAKE CHARGES TO MY ACCOUNT!  The hotel took my signed original authorization and changed the dates, cut, copied, and pasted it  into another reservation.  That was not a "blunder" on the part of the hotel, THAT IS CREDIT CARD FRAUD!  Third, whether or not there is a family relationship does not change the fact that the hotel illegally and fraudulently charged my credit card. I am not responsible for the unprofessional, disorganized, and shoddy practices of [redacted] G. of the Best Western Placerville. Furthermore, neither Ms. [redacted] not I are responsible for providing any information to her regarding anyone staying in her hotel. That is her job, and the fact that she did not acquire that information from her hotel guest at the time of check in is another example of her incompetence. Additionally, regarding my daughters attitude in her conversations with [redacted] G. let me say that my daughter only became assertive after [redacted] G. became rude and abusive. I have never heard anyone in a customer service position such as hers respond in such an ugly, nasty, and unprofessional manner! Her only concern was the loss of revenue and she was angry that she had to refund my credit card. There was no apology for the fraudulent charge on my credit card and no acceptance of responsibility for the illegal actions taken by her staff. Instead she rudely interrupted and talked over the top of my daughter and demanded information that neither of us had.   Finally, we are still owed the $200 deposit paid on the reservation, and since I have no intention of ever setting foot in that hotel again, or of ever dealing with [redacted] G. and her unprofessional incompetence, I would expect that amount to be refunded to my credit card immediately! Whether or not I pursue this further through legal avenues is a decision I have not yet come to, but I do know that I will never stay in any Best Western hotel again!  Regards,[redacted]

I apologize if the first and last name order was incorrect. I will take the blame on us. But that is a common mistake if both the first name and last name can be common first names of individuals. The hotel definitely did not take the guest signed authorization or changed the dates or cut, copy , paste it to another reservation. It was a verbal communication between the hotel and the guest. But hotel does take the blame that we should not have charged the card unless written authorization was taken. So we did reverse the charges as soon it was addressed on the same day. Well, the only source for the hotel to get the guest information was through [redacted]. And we thought she would co operate us. How is it unreasonable to ask for her sisters contact information when she was also aware that her sister did stay in the hotel without paying a penny?We can definitely return the $200 deposit but we need the deposit slip back from them to do that. We do not want another family member coming back to claim it after we return. We did not even get pet fee for the entire stay. We did not mention this.[redacted] GGeneral Manager Best Western Plus Placerville Inn[redacted]

Review: The hotel employee was unprofessional. The hotel cancelled my reservation in an untimely manner.

Problem & Purchase Date- 9-14-13, Confirmation #- XXXXX, Payment Amount- $165.00, Payment Method- Credit Card; Discount - AAA card. I checked into this hotel at 6:22 AM ON 9-14-13. On arrival, there was an elderly man smoking outside on the first part of the sidewalk near the open door to the hotel lobby. I went in, and he follwed me in. He went behind the desk. This was when I realized that he was an employee. I asked him about a non smoking room. He said that they were all non smoking and that was why he was smoking outside.

He asked how many beds I wanted in the room. I answered that it did not matter. He booked me for a room without explaining what kind of room it was. He said reservation would be for that Saturday (9-14-13) until that Sunday (9-15-13. I asked how much it was since he never provided the infornmation. He asked for my id and credit card which he photo copied. He said it was $209.00. I thought that was just how much they charged for the weekend. I received the key and proceeded to the room. On arrival to the room, I notcied a fireplace. This was when I realized why it was so expensive. I do not know why it was not explained to me prior to booking the room. All hotels I have ever booked have told me the price and what kind of room it was.

Within an hour of my being in the room, a woman from the front desk called me to say that the room was already booked for Sunday night (9-15-13) and that I had to be out by 11 am that same day. I questioned her about it. She said that she would call me back shortly. No one called back after some mintues. I called the front desk. The same woman told me that the best they could do was have me leave by 12 pm then finally by 1pm. I had explained that I had not got much sleep. She also said that they could discount the price to $165.00. She said that they were booked for all rooms that night- 9-14-13. They could not transfer me to another room on site. She mentioned surrounding hotels.

I felt that this was still unacceptable and unprofessional. No hotel that I have stayed at has ever cancelled on my reservation in suchan untimely manner. They have also known about which rooms were and were not available when I booked the room, so I find it odd that this Best Western elderly male employee did not know the room was already booked that night.

I had to book another room for that night. I choose another hotel in teh area that was not a Best Western. I could not find a number for the company at the hotel room only the number of the Best Western that I was already leaving.

After returning home (9-16-13), I looked up the hotel online and found the company number. I called and made a complaint about the hotel to [redacted] - Customer Care Corporate. When I was not as tired, I checked the bill and also reported to her that they had me checked in under my middle and last name. On my driver's license, it clearly states my full name. I do not know how that was reported incorrectly after their employee copied my driver's license id and credit card. This has also never happened at a hotel I have stayed at before.

She asked if their were unsual charges to the account. I did not know then, but later checked it out. On my pending transcations there were two charges from that hotel. One for $209.00 and the other for over $209.00. I reported that also. It has been posted and changed back to $165.00.

The [redacted] sent me an email regarding that matter, but never addressed the unprofessioanlism of his employees. Desired Settlement: I would like some kind of refund since the hotel was in the wrong by cancelling in an untimely manner. Guests are not allowed to cancel at the last mintue like that, so the hotel employee should not have done that either.

I would also like to have the emloyees disciplined for their unprofessional conduct. A hotel employee shoulkd know what rooms are booked and for what times. This is the worst hotel experience I ever have had while going out to a family reunion in the area. They need to find a way to better serve the people staying in their hotel.