Best Western Sheridan Center

from: [email protected]: [email protected]: Wed, Oct 14, at 8:AMsubject: Dispute ID [redacted] [redacted] ***ID: [redacted] ,We understand that the customer has concerns in regards to this issue However, there seems to be a miscommunication that took place at the time he arrived at the hotel.We have no record of a booking for [redacted] *** The information was never sent to us via [redacted] When the guest arrived at the hotel, we did not have a room for him because we did not receive a reservation from his booking site.With [redacted] the system works in the following manner:The customer makes a reservation with [redacted] They pay [redacted] directly for this and then [redacted] travel agent proceeds to make the reservation, which then come through our system automatically We do not process these reservations.There is no record of ever having a reservation for [redacted] in our computer system, which means that the reservation was never processed by [redacted] While they may have charged his credit card for the room, they did not follow through the process to actually make sure that the reservation was completed for him.It is not that we sold his room to someone else; we never received this reservation to begin with.We would have been happy to place Mr [redacted] in a room if we had one available on his arrival, however, due to it being summer we were fully booked for that evening and as such we were unable to accommodate him.We did our best to try and locate alternate accommodations for him and would be more than happy to help him recoup his payment to [redacted] , if he has not yet been reimbursed by that company.Sincerely,Lacy K***Guest Services ManagerBest Western Sheridan Center

Hello, I am not aware of this guest stating that her belonging were thrown out by housekeeping during her stay with usThis is something that I will have to check in toAs for the folio of her stayShe came to the desk the day of the 23rd and stated that she needed a receipt that only showed the night of the 22nd for expense for her companyWhich we did try to accommodate but in doing so we had to back off the charges on the night of the 23rd for it to only print the night of the 22ndThis resulted in the double posting on the date of the 24th, since I had to manually post the 23rd since we had to take it offThis is why there are postings on the 24th which I did make her aware of since this is the only way we could do what she askedThis guest also sent a complaint about the billing to our home office and was told it would be taken care of as soon as I was back from vacationI was gone from 10/27-11/ Thanks, Sarah S [redacted] Front Office Manager

Complaint: ***
I am rejecting this response because:
Regards,
*** ***Sarah,I did speak to housekeeping about this and they stated it would not happen againI accepted it was an accident because DURING my stay, I thought I could leave my personal hair products and personal soap (not the hotel amenities) in the bathroom so I could use them againI spoke with the head of housekeeping and whomever was on the desk that day and said I would in the future solve the problem by repacking my personal items in my suitcase each day of my stayThe tweezers were probably just another accident as I had left them on the vanity during my stay (this was into the I believe the second day of my first stay in October (not the second stay).Yes, you are right, I did need a copy of the receipt for the earlier day as that was on a previous expense report and I received a physical copy of the receipt as your software does not allow these to be sent to email in pdf and you do not have a scanner which can send receipts to emailsI took the physical receipt to the library, scanned it and sent it in with the expense report due on the 23rd of OctoberExpense reports for most companies are due on Saturday or Sunday nights and it is not an unusual practice to submit receipts for reimbursementIt is not then unusual for a company to want a correct receipt for the following week if one needs reimbursed for expensesI mentioning this so that maybe you can understand that payroll departments can't accept incorrect receipts and I'm sorry it was not in anyone's expertise to do a letterhead receipt and send or correct the original receipt because your software does not allow for corrections.Expense reports impact even one's time sheet as it shows a discrepancy in days worked and your receipt indicated that instead of working on the 23rd that I did not work, but the next day I rented two rooms insteadYou and I know I did not, but the federal accountants are not with me when I'm working so they have to reject incorrect expense reports as well as reject the time sheet that goes with that expense reportThey are not allowed to call people and verify over the phone or they would need to accountable in case someone was being dishonest about expense and time reportingAs big as the government is, they need correct proof of what is being spent as well as days worked.I did receive your corrected receipt and I thank you for thatWhat I do not thank you for is the mistake your hotel made and then not being accountable for your hotel's mistakeReceipts should be correct and if there is a mistake you should have either a software program that is up-to-date that allows for a correct receipt or you should be able to do a letterhead receiptYou are manager of a Best Western and should ask your owner for up-to-date tools to work with so this does not happen to another business traveler. I'm sorry you felt the need to put your hotel's error on me because I had two expense reports due during the time of the second stay at your hotelSince I used to teach the *** *** in a high school preparing students to work in the hotel industry I hope my old students are given up-to-date software to work with guests as well as treat guests with kindness and dignity, neither which I experienced by your Best Western.I am currently in another town where there is a BW I have stayed at each time I am in that townWhen booking, even though this BW has always been great, the experience of trying to get a correct receipt from your hotel left a bad taste and I booked these five nights elsewhereEven though I feel bad because I personally know the manager of that BW and was past his BW late Tuesday and Wednesday nights noticing that there were five vehicles after midnight at his place, I still do not feel totally bad about not booking there (even though I would not experience the receipt fiasco at his place).Also, back to the items that were accidently tossed out during my stay (not after)I mentioned it to show that I was understanding of your staff as things like that are understandableNot providing a correct expense report for a business traveler is not too understandable.*** ***

Complaint: ***
I am rejecting this response because:Please check the following link with the confirmation number from ***.comThe hotel was booked by my husband *** ***.***
This is the evidence Trust is very valuable and important in the social interactions. They should take the appropriate corrective action to gain back the reputation.Cheating is not allowed
Regards,
*** ***

from: [email protected]: [email protected]: Wed, Oct 14, at 8:AMsubject: Dispute ID
*** *** ***ID: ***,We understand that the customer has concerns in regards to this issue However, there seems to be a miscommunication that took place at the time he arrived at the hotel.We have no record of a booking for *** *** The information was never sent to us via *** When the guest arrived at the hotel, we did not have a room for him because we did not receive a reservation from his booking site.With *** the system works in the following manner:The customer makes a reservation with *** They pay *** directly for this and then *** travel agent proceeds to make the reservation, which then come through our system automatically We do not process these reservations.There is no record of ever having a reservation for *** *** in our computer system, which means that the reservation was never processed by *** While they may have charged his credit card for the room, they did not follow through the process to actually make sure that the reservation was completed for him.It is not that we sold his room to someone else; we never received this reservation to begin with.We would have been happy to place Mr*** *** in a room if we had one available on his arrival, however, due to it being summer we were fully booked for that evening and as such we were unable to accommodate him.We did our best to try and locate alternate accommodations for him and would be more than happy to help him recoup his payment to ***, if he has not yet been reimbursed by that company.Sincerely,Lacy K***Guest Services ManagerBest Western Sheridan Center

Hello,I am not aware of this guest stating that her belonging were thrown out by housekeeping during her stay with us. This is something that I will have to check in to. As for the folio of her stay. She came to the desk the day of the 23rd and stated that she needed a receipt that only showed the...

night of the 22nd for expense for her company. Which we did try to accommodate but in doing so we had to back off the charges on the night of the 23rd for it to only print the night of the 22nd. This resulted in the double posting on the date of the 24th, since I had to manually post the 23rd since we had to take it off. This is why there are 2 postings on the 24th which I did make her aware of since this is the only way we could do what she asked. This guest also sent a complaint about the billing to our home office and was told it would be taken care of as soon as I was back from vacation. I was gone from 10/27-11/02. Thanks,Sarah S[redacted] Front Office Manager

from: [email protected]: [email protected]: Wed, Oct 14, 2015 at 8:53 AMsubject: Dispute ID [redacted] [redacted]ID: [redacted],We understand that the customer has concerns in regards to this issue.  However, there seems to be a miscommunication that took place at...

the time he arrived at the hotel.We have no record of a booking for [redacted].  The information was never sent to us via [redacted].  When the guest arrived at the hotel, we did not have a room for him because we did not receive a reservation from his booking site.With [redacted] the system works in the following manner:The customer makes a reservation with [redacted].  They pay [redacted] directly for this and then [redacted] travel agent proceeds to make the reservation, which then come through our system automatically.  We do not process these reservations.There is no record of ever having a reservation for [redacted] in our computer system, which means that the reservation was never processed by [redacted].  While they may have charged his credit card for the room, they did not follow through the process to actually make sure that the reservation was completed for him.It is not that we sold his room to someone else; we never received this reservation to begin with.We would have been happy to place Mr. [redacted] in a room if we had one available on his arrival, however, due to it being summer we were fully booked for that evening and as such we were unable to accommodate him.We did our best to try and locate alternate accommodations for him and would be more than happy to help him recoup his payment to [redacted], if he has not yet been reimbursed by that company.Sincerely,Lacy K[redacted]Guest Services ManagerBest Western Sheridan Center

Hello,
I am not aware of this guest stating that her belonging were thrown out by housekeeping during her stay with us. This is something that I will have to check in to. As for the folio of her stay. She came to the desk the day of the 23rd and stated that she needed a receipt that only...

showed the night of the 22nd for expense for her company. Which we did try to accommodate but in doing so we had to back off the charges on the night of the 23rd for it to only print the night of the 22nd. This resulted in the double posting on the date of the 24th, since I had to manually post the 23rd since we had to take it off. This is why there are 2 postings on the 24th which I did make her aware of since this is the only way we could do what she asked. This guest also sent a complaint about the billing to our home office and was told it would be taken care of as soon as I was back from vacation. I was gone from 10/27-11/02. 
Thanks,
Sarah S[redacted] Front Office Manager

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Sarah,
I did speak to housekeeping about this and they stated it would not happen again. I accepted it was an accident because DURING my stay, I thought I could leave my personal hair products and personal soap (not the hotel amenities) in the bathroom so I could use them again. I spoke with the head of housekeeping and whomever was on the desk that day and said I would in the future solve the problem by repacking my personal items in my suitcase each day of my stay. The tweezers were probably just another accident as I had left them on the vanity during my stay (this was into the I believe the second day of my first stay in October (not the second stay).
Yes, you are right, I did need a copy of the receipt for the earlier day as that was on a previous expense report and I received a physical copy of the receipt as your software does not allow these to be sent to email in pdf and you do not have a scanner which can send receipts to emails. I took the physical receipt to the library, scanned it and sent it in with the expense report due on the 23rd of October. Expense reports for most companies are due on Saturday or Sunday nights and it is not an unusual practice to submit receipts for reimbursement.
It is not then unusual for a company to want a correct receipt for the following week if one needs reimbursed for expenses. I mentioning this so that maybe you can understand that payroll departments can't accept incorrect receipts and I'm sorry it was not in anyone's expertise to do a letterhead receipt and send or correct the original receipt because your software does not allow for corrections.
Expense reports impact even one's time sheet as it shows a discrepancy in days worked and your receipt indicated that instead of working on the 23rd that I did not work, but the next day I rented two rooms instead. You and I know I did not, but the federal accountants are not with me when I'm working so they have to reject incorrect expense reports as well as reject the time sheet that goes with that expense report. They are not allowed to call people and verify over the phone or they would need to accountable in case someone was being dishonest about expense and time reporting. As big as the government is, they need correct proof of what is being spent as well as days worked.
I did receive your corrected receipt and I thank you for that. What I do not thank you for is the mistake your hotel made and then not being accountable for your hotel's mistake. Receipts should be correct and if there is a mistake you should have either a software program that is up-to-date that allows for a correct receipt or you should be able to do a letterhead receipt. You are manager of a Best Western and should ask your owner for up-to-date tools to work with so this does not happen to another business traveler. 
I'm sorry you felt the need to put your hotel's error on me because I had two expense reports due during the time of the second stay at your hotel. Since I used to teach the [redacted] in a high school preparing students to work in the hotel industry I hope my old students are given up-to-date software to work with guests as well as treat guests with kindness and dignity, neither which I experienced by your Best Western.
I am currently in another town where there is a BW I have stayed at each time I am in that town. When booking, even though this BW has always been great, the experience of trying to get a correct receipt from your hotel left a bad taste and I booked these five nights elsewhere. Even though I feel bad because I personally know the manager of that BW and was past his BW late Tuesday and Wednesday nights noticing that there were five vehicles after midnight at his place, I still do not feel totally bad about not booking there (even though I would not experience the receipt fiasco at his place).
Also, back to the items that were accidently tossed out during my stay (not after). I mentioned it to show that I was understanding of your staff as things like that are understandable. Not providing a correct expense report for a business traveler is not too understandable.
[redacted]