Best Western Plus St. Christopher Hotel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10356594, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
  I have reviewed the response made by the business in reference to complaint ID 10701011, and find that this...

resolution is satisfactory to me.  
It is sad that I had to report the St Christopher Best
Western to the Revdex.com to get my money refunded. 
Regards,
 
[redacted]

Hi Ms. [redacted]I am showing that you have been refunded the $150.  I do apologize that we did not provide excellent guest service while you were with us.  That is not our normal way of treating our guests.  We do appreciate the feedback you have given to us, and we will use it to...

improve our customer service for the future.We do hope you will give us another try the next time you are in New Orleans. [redacted]Assistant General Manager[redacted]

Review: My Mother and I arrived to New Orleans for her 50th birthday celebration. While we checked in we noticed that the staff looked tired. As they were taking our information they seemed so bothered, so un-welcoming. My Mother asked a question about the local cuisine, and the woman checking us in looked up rolled her eyes and asked, "well what do you want to eat?". She said it in such a way that we just went quite and allowed her to check us in the room. For me this was hard not to address right then and there. I did not want to make a scene, and didn't want to further upset my Mother. We also did not have hot water in our shower. We called about our shower and a hour went by, so my Mother called back downstairs. We made the complaint again, with forty five minutes that had passed we called again. The concierge then told us to check the water, we did and it was fixed. We checked it and the water was hot. My issue is we had to call to find this out.We were told upon check in that anybody who came to visit us would have to pay $25.00 to go pass the lobby. We had family visit us and we stayed in the lobby for a total of ten minutes. In this time the manager on duty spoke down to my family and stared. She just made us feel again un-welcomed.Every time we stepped into this hotel it was just a downer. I regret making the choice to stay there. I will never stay at a Best Western again. They clearly could've have ruined our stay, but I didn't allow that to happen.Desired Settlement: I would like a full refund.

Business

Response:

Good afternoon,

In response to the complaint that was issued on 3-6-14, I would like to say that this was during Mardi Gras. For our guest's safety, we issue wristbands to everyone that is staying at the hotel. If you are not staying at the hotel, you cannot go up to the rooms. There are many bad things that have happened during Mardi Gras to hotel guests, and as a means of controlling who comes in and out, we do wristbands. Many of the hotels in downtown New Orleans do the same thing. If you are not staying at the hotel, you don't get access to the hotel rooms. We do, however, allow visitors to stay in the front part of our lobby to wait for their friends and family at no charge. If someone wants to come to the bar, or use the restroom, we have $12.00 wristbands that they may purchase. We take their name and write down their wristband number, so that we know who is in the hotel. There are no $25.00 wristbands.

The situation with the hot water happens occasionally when there are a lot of people showering at the same time. It happens in every hotel. Remember, it is Mardi Gras. There are 4 people in every double, and 2 people in every king. It is something we work to avoid, but it does happen. I know that the front desk reported the problem to maintenance, who did check to make sure everything with the hot water was working properly. We did try to call the guest to check and see if the problem was resolved, but got no answer when we called. A message was left on their voicemail for them to call the front desk when they got back in the room. I do not believe that there was anything else that we could have done.

Here at the Best Western Plus St. Christopher, we do our very best to ensure that our guests are well taken care of. My team works very hard at making all of our guests feel welcome. I am truly sorry that this guest felt they were being treated poorly. This is never our intention. We do departure calls to each and every guest to make sure that their stay with us has been a great one, and if there is something we need to address, we can address it right then. This information was never relayed to our hotel while the guest was staying with us. I wish it had been brought to my attention while the guests were here. I could have spoken with them myself. Instead, they are going on every review site and posting this same information. We can't help them if we are not given the information while they are here.

During Mardi Gras our hotel gets busier than any other time of year. We put many things in place to help make our guests safer and more comfortable with what is happening around them. It is a time like no other, anywhere. Millions of people converge on the city to drink and party. We add staff and security to make sure everyone is safe and well taken care of. I am not sure of what else we could have done to help this guest.

Feel free to contact me if you have any further questions about this incident.

With regards,

Assistant General Manager

Best Western Plus St. Christopher Hotel

###-###-####

[redacted]@stchristopherhotel.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9957755, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have to say that [redacted] may have thought certain things were happening but they were not. Our hotel was hardly busy and my mother and I waited by the phone for a call or even a knock on the door in response to our hot water not working. We did not get a call or message, we had to call down. We also did not get a departure call. As we were checking out the manager asked us if everything was great. I hesitated to say anything, but did reply it was alright with a tone. The manager did not look up she just kept checking us out. The reason I did not say anything to the managers, because they were part of the problem. I understood the reasoning behind the wrist bands, but when we complied with our family only being authorized to be in the lobby we got horrible stares and attitudes. I am a US Army Captain and Recruiter, I know customer service. What recieved was not that at all. I truly believe the only people in the hotel who knew anything about customer service was the bell hops, and housekeeping. I have only made a review to booking.com which they asked for, and to the Revdex.com. I called the Best Western and was told to call the hotel itself for resolution. I did not get an answer, and figured it was due to Mardi Gras. I understand the demand that the hotel was under, but this is nor will it be the last Mardi Gras. The hotel's primary aim is hospitality, which includes great customer service. My Mother and I just did not recieve that. I want a full refund for my stay.

Regards,

Review: They charged my credit card for $60.90 that I did not owe.Desired Settlement: Apply a credit to my credit card with a credit for $60.90

Business

Response:

I have credited the guest back the entire amount of $60.90. The amount should have been billed to Best Western, not the guest.

Review: I am writing about my stay during the dates of July 6th - July 8th; I've contact the customer service number and they advised that I should also reach out to you regarding my uncomfortable experience. Here are a few of the issues that I experienced: Unclean Bed Linen: I contacted the front desk and advised that the bed linen was unclean and requested a new set. I was told that the wash did not get done until 8am and there weren't any additional sets they could bring due to the hotel being at capacity.Towels not being refreshed: After one night, I requested bath and face towels, I was told that in order to get a new set one had to be turned in (I was fine with that). I gave the set to housekeeping, she said when she cleaned the room she would put a new set in. I went to get something to eat while she was cleaning, came back - there were no towels at all. I contacted the front desk and was told more towels would come. I had to wait until the early evening to receive a new set of towels, when they were brought to the room unfolded and messy & looked unclean. I contacted the front dest to request a fresh set and that took another hour. I spoke to management, [redacted], who basically told me I was making this part up.Roaches/Insects: I contacted the front desk and took pictures of the roaches in the room. I was told since the hotel was full and that I could not change rooms. I was then advised that someone would come spray... no one did - I didn't leave the room that night. The next day, I contacted customer service regarding the issue to see if it was something they could do. Customer Service contacted [redacted], who called the room and advised again someone would come spray... no one did. Its very disappointing because there was no empathy from the staff, including office manager [redacted] who didn't bother to come out of her office when I came down to the front desk to speak with her about the issues.Desired Settlement: I would like a refund. I spoke to [redacted] (after 3 emails) who came off that she was more interested in defending the staff then helping a customer, so we weren't able to resolve much. She did apologize in the end. I would like the owner to contact me.

Business

Response:

This is in response to the complaint sent over from your office in reference to the guest, Ms. [redacted]. This guest has previously complained directly to Best Western Customer Care and did not receive the results of a full refund therefore she is reaching out to you. We have made every attempt to accommodate the guest during their stay with us and yet they have exaggerated what actually took place at the time they were guest at our hotel. At the time, we made every attempt to satisfy the guest and gave them the option to stay elsewhere, but they declined to checkout due to the price difference at all other hotels during 4"" of July weekend. The guest was unsatisfied with their stay due to being placed in a smoking room because it was the last available as well as one king bed when they only made reservations for 1 person to occupy the room with the request for a roll away bed that we do not provide. Their room was over occupied and we did not charge the difference, instead we attempted to make their stay as comfortable as possible. In regards to the insect issues, their room was checked and sprayed for insects while the guest was not in the room as it is not customary to spray bug spray while the room is occupied. This was at a time when we received nasty weather in New Orleans and it was explained to the guest that these were water bugs. On the day the guest was leaving and she assumes that I didn't "turn around and speak with her’, I was not in the office nor does my desk face opposite to the front desk. I was unaware that the guest was wanting to speak with me as I am willing and open to handle all guest issues as it was me who personally went to the guest room on the day of their arrival to attempt to relieve the smell of smoke to make the room as comfortable as possible as they had a guest staying with them who was pregnant. in regards to the service they received, we made every attempt to make their stay as comfortable and happy as possible and we are not willing to issue a refund to a guest who utilized our facility and services for two entire days.

Attached are copies of the responses that we shared back and forth with the guest via Best Western

Customer Care as well as the emails that have been sent between me, my colleague [redacted]

General Manager M[redacted], and Ms[redacted].

Front Desk Supervisor

Best Western St. Christopher

New Orleans, La 70130

Review: My friends and I stayed at the Best Western-St Christopher for the weekend of 31 Oc - 2 Nov. Upon arrival, we were greeted by a rude front desk staff who then proceeded to quote us at a $200 higher rate than what we reserved online. There were hidden taxes and fees. Every day we were there the front desk staff, primarily [redacted] was lax on her duties, rude, and provided overall deplorable service. We asked for towels, reported the sink malfunction, and requested additional blankets; all which fell on deaf ears. We asked several times over the phone, were promised service, and they failed to deliver. After multiple failed attempts, we went to the front desk and waited until we were provided service. We were made to sign a waiver stating that we were informed someone was in the habit of calling patrons between the hours of 2300-0400hrs asking for credit card details. Upon further research, we found out online, that such activity only happens at this establishment in New Orleans; all the more suspicious that it would only be this hotel and during the hours where clientele is expected to be typically inebriated. We checked out, finalized the bill, signed and returned to Huntsville. A few days later, I noticed on my bank account I was subsequently charged an additional $150. I was never contacted, warned, informed, nor requested authorization for charges. I spoke with booking.com and they were useless, simply telling me I had to settle the dispute directly with the hotel. I've since called several times, to include going in person during my last visit to New Orleans (29 Nov 2014), and my efforts have been met with feigned assistance. [redacted] hung up on me while I was in midsentence. The front desk manager I met during my in-person visit stated she would address it with her superiors and vehemently promised to keep me informed on the fraudulent charges; she never called. Picture/proof of supposed damage was never provided and we were never contacted for inquiry/verification. Absolute worst.Desired Settlement: I would like my $150 refunded in full. My time and stress won't be refunded, but my money should be at the very least.

Business

Response:

Hi Ms. [redacted]I am showing that you have been refunded the $150. I do apologize that we did not provide excellent guest service while you were with us. That is not our normal way of treating our guests. We do appreciate the feedback you have given to us, and we will use it to improve our customer service for the future.We do hope you will give us another try the next time you are in New Orleans. [redacted]Assistant General Manager[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10356594, and find that this resolution is satisfactory to me.