Best Western Torchlite Motor Inn

Complaint: [redacted] I am rejecting this response because:I was not called the night I checked into my room, nor would I have described my room as 'good' to any person whatsoeverThe idea that I did so is yet another attempt by management to discredit this entire horrific experienceI am NOT requesting a refund for the mistake made by booking via a third party on the night of 11/I am demanding a refund for the night I actually stayed at this hotel on 11/and endured what can only be described as a wholly unsanitary, unethical, revolting experience, including the degrading customer service dealt to both me and my colleague at the hands of hotel managementIt is unacceptable to deny what is most certainly a realistic demand of a $refund based on the condition of the room because the disgruntled hotel manager is angry and resentful about an online reviewIf the only solution the disgruntled manager can come up with is an empty offer to stay at this hotel again in order to give them another chance, then her posturing that her team is 'known for their customer service' is laughableWhy any person would stay at that hotel a second time after such an experience is ridiculous and intolerable, thus showcasing the disgruntled manager's complete indifference to this matter

Dear Revdex.com,We are sorry to hear that the customer does not accept our response and information provided regarding her stay with usI must reiterate that we cannot refund her for the night she did stay with us because the room was booked and paid for through a third-partyIf the customer had stayed with us and used their personal credit card OR a company credit card, we would and could refund herUnfortunately, there is nothing we can further do for the customer. The front desk has a record log that is used every night regarding guests comments when they arrive, after they have had time in their room, and when they are checking out of the hotelThe customer in regards to this complaint stated where they was coming from, stated that her room was good after the first hour, and did not check out with the front desk the next morning using our speedy checkout processWe can provide a copy of the log with dates and time regarding this particular customer, but cannot show the other customers on the log due to confidentialityFor future reference, if the customer has a valid complaint after they have identified a problem, they need to please let the front desk knowIf the front desk does not resolve their inquiry, the General Manager will see that the problem is resolved immediatelyThe General Manager leaves her business cell phone number in all guest rooms, and states that it is available 24/7/It is important that customers deal with a problem while they are at the property, rather than waiting until they have left to addressIf the customer would have addressed the issue while they were at the property, the General Manager may have had an opportunity to help the customer refund through the travel agency before payment was fully processed. Management is not attempting to upset the customer, but must follow the company policies and procedures given from corporateIn the final conclusion, we cannot offer the customer a refund and it is to late to call the travel agencyMost of the time if a customer calls the hotel directly, they can receive a much better dealI hope this helps provide further explanation in hopes to clarify our position in this matterThank you, and Happy Holidays!Suzanne ***, CHAGeneral Manager

Dear Revdex.com,
We are sorry to hear that the customer does not accept our response and information provided regarding her stay with usI must reiterate that we cannot refund her for the night she did stay with us because the room was booked and paid for through a third-partyIf the customer had stayed with us and used their personal credit card OR a company credit card, we would and could refund herUnfortunately, there is nothing we can further do for the customer.
The front desk has a record log that is used every night regarding guests comments when they arrive, after they have had time in their room, and when they are checking out of the hotelThe customer in regards to this complaint stated where they was coming from, stated that her room was good after the first hour, and did not check out with the front desk the next morning using our speedy checkout processWe can provide a copy of the log with dates and time regarding this particular customer, but cannot show the other customers on the log due to confidentialityFor future reference, if the customer has a valid complaint after they have identified a problem, they need to please let the front desk knowIf the front desk does not resolve their inquiry, the General Manager will see that the problem is resolved immediatelyThe General Manager leaves her business cell phone number in all guest rooms, and states that it is available 24/7/It is important that customers deal with a problem while they are at the property, rather than waiting until they have left to addressIf the customer would have addressed the issue while they were at the property, the General Manager may have had an opportunity to help the customer refund through the travel agency before payment was fully processed.
Management is not attempting to upset the customer, but must follow the company policies and procedures given from corporateIn the final conclusion, we cannot offer the customer a refund and it is to late to call the travel agencyMost of the time if a customer calls the hotel directly, they can receive a much better dealI hope this helps provide further explanation in hopes to clarify our position in this matterThank you, and Happy Holidays!
Suzanne ***, CHA
General Manager

16th St.Wheatland, WY 82201Ph.: 307.322.4070Fax: [email protected] 15, 2015Re: Customer Complaint Dear Revdex.com, On behalf of the entire Best Western Torchlite staff, I would like to take this opportunity to apologize for this guest’s bad
experienceAt Best Western Torchlite, we pride ourselves on offering our staff and customers responsive, competent, and excellent serviceOur staff and customers are the two most important parts of our business, and we work tirelessly to ensure complete satisfaction, now and fore as long as they are members This incident originated on November 10th, The customer and colleagues booked their rooms through a third travel agency, with two separate confirmation numbers for two nightsUnknown circumstances occurred and they were unable to chethe first night, but would arrive the second nightOne of the colleagues called to cancel their reservations at the hotel directly, and was advised that the hotel cannot cancel a reservation created by a third-partyThe customer must call the travel agency or third-party to cancel any and all reservations because: 1) the customer paid the third-party to do so on their behalf, 2) the credit card on file is not the customers but the travel agencies, 3) the hotel has a 24-hour cancellation period, which is made exception to as one of the colleagues in this group exercised successfullyThe other customers in this group did not cancel through the travel agency, although stated they did, but could not provide a cancellation number for the hotel.One specific member of this group was disgruntled about being charged for the night before, understanding but not agreeing with the hotels policies and procedures regarding thirty-party reservationsThe guest reported that we had a fly problem, and that she killed at least of themAnytime a guest has an unpleasant experience, it is expressed to the front desk and recordedThis is guaranteed because the front desk calls and checks on the satisfaction of the room after the guest has had time to settle, then is recorded into our records because situations like this occurIf they cannot fix the issue or any issue, it is reported to the General Manager and recordedThe disgruntled customer checkat 5:39pm and was called at 6:33pmHer comment on the satisfaction of her room was, “good” an hour after being in the room, as did the other customers of this groupThis issue was never reported to either the front desk or General Manager because there was no record of this incident anywhereIt would never be acceptable to hand someone a can of bug spray to fix the problem, which she stated the front desk didWe have *** come to our property once a month whether we need their service or notThis is a respected branded franchise with a lot of history of "old fashioned hospitality" and superior customer careThe customer called the General Manager and stated that they wanted to find a resolution to this, and the resolution according to the customer was a refundThe General Manager stated that this wasn’t possible, and the customer stated that they would take the situation to higher levelsBest Western Corporate supported our property and explained to the customer that a refund in this situation was not possible, resulting in the customer notifying the Revdex.com.We would not refund her money, and the result was bad reviews and this response to the Revdex.comThese actions are an example of the phenomenon of Groupthink, resulting in the entire group giving bad reviews in support of the disgruntled customerWe would like the guest to give us another opportunity making the next experience positive and memorable, but realize that this outcome is unlikely.I encourage you to contact me at any time with your questions, comments and feedback. Sincerely,Suzanne ***, CHAGeneral ManagerBest Western Torchlite(307) 322-4070www.bwtorchlite.com***

Complaint: [redacted]
I am rejecting this response because:I was not called the night I checked into my room, nor would I have described my room as 'good' to any person whatsoever. The idea that I did so is yet another attempt by management to discredit this entire horrific experience. I am NOT requesting a refund for the mistake made by booking via a third party on the night of 11/10. I am demanding a refund for the night I actually stayed at this hotel on 11/11 and endured what can only be described as a wholly unsanitary, unethical, revolting experience, including the degrading customer service dealt to both me and my colleague at the hands of hotel management. It is unacceptable to deny what is most certainly a realistic demand of a $117 refund based on the condition of the room because the disgruntled hotel manager is angry and resentful about an online review. If the only solution the disgruntled manager can come up with is an empty offer to stay at this hotel again in order to give them another chance, then her posturing that her team is 'known for their customer service' is laughable. Why any person would stay at that hotel a second time after such an experience is ridiculous and intolerable, thus showcasing the disgruntled manager's complete indifference to this matter.

1809 16th St.Wheatland, WY 82201Ph.: 307.322.4070Fax: [email protected]
December 15, 2015Re: Customer Complaint Dear Revdex.com, On behalf of the entire Best Western Torchlite staff, I would like to take this...

opportunity to apologize for this guest’s bad experience. At Best Western Torchlite, we pride ourselves on offering our staff and customers responsive, competent, and excellent service. Our staff and customers are the two most important parts of our business, and we work tirelessly to ensure complete satisfaction, now and fore as long as they are members.  This incident originated on November 10th, 2015. The customer and colleagues booked their rooms through a third travel agency, with two separate confirmation numbers for two nights. Unknown circumstances occurred and they were unable to check-in the first night, but would arrive the second night. One of the colleagues called to cancel their reservations at the hotel directly, and was advised that the hotel cannot cancel a reservation created by a third-party. The customer must call the travel agency or third-party to cancel any and all reservations because: 1) the customer paid the third-party to do so on their behalf, 2) the credit card on file is not the customers but the travel agencies, 3) the hotel has a 24-hour cancellation period, which is made exception to as one of the colleagues in this group exercised successfully. The other customers in this group did not cancel through the travel agency, although stated they did, but could not provide a cancellation number for the hotel.One specific member of this group was disgruntled about being charged for the night before, understanding but not agreeing with the hotels policies and procedures regarding thirty-party reservations. The guest reported that we had a fly problem, and that she killed at least 50 of them. Anytime a guest has an unpleasant experience, it is expressed to the front desk and recorded. This is guaranteed because the front desk calls and checks on the satisfaction of the room after the guest has had time to settle, then is recorded into our records because situations like this occur. If they cannot fix the issue or any issue, it is reported to the General Manager and recorded. The disgruntled customer checked-in at 5:39pm and was called at 6:33pm. Her comment on the satisfaction of her room was, “good” an hour after being in the room, as did the other customers of this group. This issue was never reported to either the front desk or General Manager because there was no record of this incident anywhere. It would never be acceptable to hand someone a can of bug spray to fix the problem, which she stated the front desk did. We have [redacted] come to our property once a month whether we need their service or not. This is a respected branded franchise with a lot of history of "old fashioned hospitality" and superior customer care. The customer called the General Manager and stated that they wanted to find a resolution to this, and the resolution according to the customer was a refund. The General Manager stated that this wasn’t possible, and the customer stated that they would take the situation to higher levels. Best Western Corporate supported our property and explained to the customer that a refund in this situation was not possible, resulting in the customer notifying the Revdex.com.We would not refund her money, and the result was bad reviews and this response to the Revdex.com. These actions are an example of the phenomenon of Groupthink, resulting in the entire group giving bad reviews in support of the disgruntled customer. We would like the guest to give us another opportunity making the next experience positive and memorable, but realize that this outcome is unlikely.I encourage you to contact me at any time with your questions, comments and feedback. Sincerely,Suzanne [redacted], CHAGeneral ManagerBest Western Torchlite(307) 322-4070www.bwtorchlite.com[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was not called the night I checked into my room, nor would I have described my room as 'good' to any person whatsoever. The idea that I did so is yet another attempt by management to discredit this entire horrific experience. I am NOT requesting a refund for the mistake made by booking via a third party on the night of 11/10. I am demanding a refund for the night I actually stayed at this hotel on 11/11 and endured what can only be described as a wholly unsanitary, unethical, revolting experience, including the degrading customer service dealt to both me and my colleague at the hands of hotel management. It is unacceptable to deny what is most certainly a realistic demand of a $117 refund based on the condition of the room because the disgruntled hotel manager is angry and resentful about an online review. If the only solution the disgruntled manager can come up with is an empty offer to stay at this hotel again in order to give them another chance, then her posturing that her team is 'known for their customer service' is laughable. Why any person would stay at that hotel a second time after such an experience is ridiculous and intolerable, thus showcasing the disgruntled manager's complete indifference to this matter.

Complaint: [redacted]
I am rejecting this response.
Regards,
[redacted]