Best Western Reading Inn

[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: [redacted] I am rejecting this response because: On 7/22/my husband and I stayed at your hotel (Best Western in [redacted] , Pa) for one night(We were charged for nites stay, 7/and This extra charge was since removed with the assistance from [redacted] .) Upon check in, we were quoted room price of $per nite Upon checkout, I questioned the extra charge (116.99)at this time there was an adjustment made of $This refund was NOT a "good faith gesture" as stated by MrS [redacted] in his reply to my complaint I might add that this room had beds in itI slept in the left bed, my husband in the other bed My husband did not sustain any bed bug injuryHe is a disabled veteran and immunosuppressedHad he sustained bug bites, it would surely have resulted in a hospital visit! I called the hotel and spoke with "Kyle" concerning the extra, second day charge, and reported the bed bug issue He did not seem concerned , simply stated that the manager would have to make the decision, and "I will leave him a message to call you" I never received a call from the manager At this point, I decided to contact the Revdex.comI have attached photos which clearly show my bed bug bites, although the manager states he found "absolutely no signs of bed bugs." I do not make a practice of making complaints! I am a licensed health care professional, with an excellent credit rating My main concern in voicing my dissatisfaction with this Best Western is to insure that no other guest comes in contact with unsanitary conditions Regards, [redacted]

Dear Sir/Madam,My name is Sagar S*** and I’m the General Manager of the Best Western Plus Reading Inn & Suites in ***, PAThis Revdex.com letter that we received was addressed to a *** *** ***I am uncertain as to whom that is and this individual has no affiliation with our
business.I have looked into *** *** ***’s complaint regarding alleged bed bugs at the hotelOur thorough, expert review of the room back in July found absolutely no signs of bed bugsFurthermore, to appease *** ***, we provided her a refund of $on her final bill as a good faith gestureTypically, the hotel’s procedure is to immediately comp confirmed instances of pestsWhile we were not able to confirm any bed bug activity in the room, we still gave *** *** a discount for guest satisfaction to show her that we care about her concerns.This discount was approved by *** *** back in July 2014, and that was the end of the matterReceiving this letter from the Revdex.com concerned us, as we thought this issue was already addressed.Our hotel is a branded product, and we uphold the highest standards in cleanliness and guest serviceWe take pride in our hotel and serve tens of thousands of guests on anannual basis.I have also placed a copy of *** ***’s final bill with this letter to show the refund we had initially provided her during her stay at the hotel.If you have any questions or concerns, please do not hesitate to contact me at *** ***.Yours in Hospitality,
Sagar S
General Manager

[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:
On 7/22/14 my husband and I stayed at your hotel (Best Western in [redacted], Pa) for one night. (We were charged for 2 nites stay, 7/22 and 23. This extra charge was since removed with the assistance from [redacted].)
Upon check in, we were quoted room price of $84 per nite.  Upon checkout, I questioned the extra charge (116.99). at this time there was an adjustment made of $36.62. This refund was NOT a "good faith gesture" as stated by Mr. S[redacted] in his reply to my complaint. 
I might add that this room had 2 beds in it. I slept in the left bed, my husband in the other bed.  My husband did not sustain any bed bug injury. He is a disabled veteran and immunosuppressed. Had he sustained bug bites, it would surely have resulted in a hospital visit!
I called the hotel and spoke with "Kyle" concerning the extra, second day charge, and reported the bed bug issue.  He did not seem concerned , simply stated that the manager would have to make the decision, and "I will leave him  a message to call you".  I never received a call from the manager.  At this point, I decided to contact the Revdex.com.
I have attached photos which clearly show my bed bug bites, although the manager states he found "absolutely no signs of bed bugs."
I do not make a practice of making false complaints!  I am a licensed health care professional, with an excellent credit rating.  My main concern in voicing my dissatisfaction with this Best Western is to insure that no other guest comes in contact with unsanitary conditions.
Regards,
[redacted]

Review: I stayed at this motel for one night, July 22, 2014. I sustained multiple bed bug bites over most of my body. I called the motel at 12:10 AM on July 27, 2014 and spoke with "Crystal" who transferred me to "Kyle" when I asked to speak with a manager. I reported my complaint of sustaining bed bug bites, and also complained that they falsely billed me for 2 nites stay instead of only one nite. Kyle stated "you will have to discuss these issues with the general manager, Sagar S[redacted]. He will be at work on Monday and I will leave a message for him to call you" I have never received a call back from this person.

When I reported the bed bug bites, Kyle seemed indifferent. I would have expected him to apologize, and also to ensure that no other customer would have to go through what I had to go through. Had I know that this establishment was unsanitary and failed to take proper housekeeping precautions, I would have never stayed there.Desired Settlement: I expect a complete refund. I also expect the Revdex.com to insure that proper sanctions be taken against the management of this motel in order to protect the health and well being of future customers.

Business

Response:

Dear Sir/Madam,My name is Sagar S[redacted] and I’m the General Manager of the Best Western Plus Reading Inn & Suites in [redacted], PA. This Revdex.com letter that we received was addressed to a [redacted]. I am uncertain as to whom that is and this individual has no affiliation with our business.I have looked into [redacted]’s complaint regarding alleged bed bugs at the hotel. Our thorough, expert review of the room back in July found absolutely no signs of bed bugs. Furthermore, to appease [redacted], we provided her a refund of $36.62 on her final bill as a good faith gesture. Typically, the hotel’s procedure is to immediately comp confirmed instances of pests. While we were not able to confirm any bed bug activity in the room, we still gave [redacted] a discount for guest satisfaction to show her that we care about her concerns.This discount was approved by [redacted] back in July 2014, and that was the end of the matter. Receiving this letter from the Revdex.com concerned us, as we thought this issue was already addressed.Our hotel is a branded product, and we uphold the highest standards in cleanliness and guest service. We take pride in our hotel and serve tens of thousands of guests on anannual basis.I have also placed a copy of [redacted]’s final bill with this letter to show the refund we had initially provided her during her stay at the hotel.If you have any questions or concerns, please do not hesitate to contact me at [redacted].Yours in Hospitality,Sagar SGeneral Manager

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:

Review: We made reservations for a room at this hotel and paid for the room in March-April 2013 to stay there Oct 4-5 2013. I called on Oct 1 2013 and confirmed with the hotel that the reservation was still in place and paid in full. When we stayed at the hotel they asked us for our credit card to verify our ID and reservation. We did not realize until we got home that they actually charged us again at the end of our stay. I have placed several calls to the hotel, often get "[redacted]" who says the manager is not in...I've attempted 6 times to contact the manager to discuss this and nobody returns my call or even takes a message.Desired Settlement: I wan my debit card reimbursed for the amount they charged us in October because we already paid in March or April. The amount is $181.

Business

Response:

October 24, 2013

Dear **. [redacted],

To start, thank you for notifying me of this complaint, as I take all guest complaints with the utmost seriousness. We take great pride in our business and strive to ensure full guest satisfaction. Our reputation has been built around honesty and integrity.

**. [redacted] was indeed our guest for 1 night, October 4th, and checked out the morning of October 5th. Her rate was $169.29 plus 11% tax, which totaled $187.91. **. [redacted] mentions a purchase date of 3/31/2013. Based on our reservation system, her reservation was actually made on 3/15/2013 with the “Admin” name next to it. This means that **. [redacted] didn’t book at the property level, but instead with Central Reservations directly through a Best Western corporate representative.

After searching our credit card batch reports, we did not find a payment from **. [redacted] at any point prior to her stay. In addition, there was no “advanced deposit” paid beforehand, as the reservation record clearly shows.

Below is a screenshot that shows when the reservation was originally made;

As you can tell from the screenshots above, based upon our records, at no point in time did **. [redacted] pay the reservation in full prior to her stay.

As standard protocol, I suggest **. [redacted] provide us her credit card or debit card statement, showing proof of a double charge. If she can provide this to me, I will investigate this claim vigorously with her bank, and address the situation as needed. We would never knowingly double charge our guests.

In the past, guests have confused “holds” or “authorizations” as charges which ultimately drop off.

I look forward to working with **. [redacted] in successfully resolving this matter.

Hospitably Yours,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

I apologize for the confusion. I have just never ever made a reservation there before that they didn't make us pay in full at the time of the reservation and I can't find my bank statement from March. Thank you for your time!