Best Western

I'm apologize for the inconvenient on this matterAgain I contact Merchant Services and found out that
on March 3rdthe credit card was authorize twice with only one charge. Merchant Services showing that we credit the credit card twice when only supposed to be credited one timeNeeds to contact The Bank InstitutionThank you again.*** **

Message:This letter is in reference to complaint No*** that was submitted on 9/16/This person was informed when she dropped off her car that she would have top pick it up by 4:P.Mas we were closing earlyShe stated that she would either get a ride back to the shop when the work
was done or the she would just wait around until the work was finishedWe never heard from her until around 5:P.M when one if my mechanics got a call from ** *** of *** *** *** *** asking if someone could meet her our shop to pick up her carMy mechanic could not accommodate her and I live in Lincoln and was not willing to drive all the way down to Sacramento since both the customer and ** *** were informed at the time that she dropped the car off that we would be closing earlyThere is no doubt in my mind that they both understood this.Sincerely*** *** ***

To whom this may concern, This guest was asked by the front desk staff to stop smoking by the pool and away from the children at the pool This was after receiving multiple complaints by the children’s parents After the guest refused and caused a scene in the lobby
the local police were called Within an hour, the guest was complaining about bed bugs in the room The next day, the room was checked by management and maintenance and no traces of bed bugs were found in the room As a result, I am not offering a refund, because I don’t feel anything was in the room to justify a refund Since then, the health department has investigated and closed the case They said the bites in the picture of the young woman were mosquito bites. Thanks,*** ***General Manager

Hi my name is *** ***This is my email addressMy complaint has been closed but I wanted to inform you that my complaint #*** has been settled The business returned the money around a week after I filed the complaintThank you

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***---Sorry haven't checked my email in a few daysI got the refund on 9/This is resolvedThank you for all your help

Revdex.com:
At this time, I have not been contacted by Best Western regarding complaint ID
Regards,
*** ***

[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? If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply? Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***---Sorry haven't checked my email in a few daysI got the refund on 9/This is resolvedThank you for all your help

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
My card ending in *** was declined when I checked in because it is not activeThe card ending in *** was charged not ***The money can't go into the card *** because it is not an active accountI had specified during the original call that the card ended in ***After a week I called back and they said the credit was sent to ***I told them this was incorrect and that *** is the valid cardI was told that the funds would be credited to the correct account
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My card ending in [redacted] was declined when I checked in because it is not active. The card ending in [redacted] was charged not [redacted]. The money can't go into the card [redacted] because it is not an active account. I had specified during the original call that the card ended in [redacted]. After a week I called back and they said the credit was sent to [redacted]. I told them this was incorrect and that [redacted] is the valid card. I was told that the funds would be credited to the correct account.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: [redacted] GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@markmotel.com
I have visited the with guest more than once about their concerns . The night auditor cleaned the June bugs that were outside on the...

sidewalk and also offered to get any that had gotten inside the room as they were getting settled into the room, they refused service. Late that evening we did have a lot of June bugs accumulate in town, more than normal but it is Oklahoma and summer. We did everything the guest would allow us to do to correct this issue.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Moreover, I will take up the rest of the issue with [redacted]. Thank you for your help in resolving the matter. 
Regards,
[redacted]

[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.]
Revdex.com:
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,
 
[redacted]

The company that the guest worked for negotiated a long term stay rate for it's employees at our property and several others in the area. As a part of that negotiated rate there were certain terms & conditions associated with it, two of those things being that the rewards points would not be...

paid, the rate was lowered enough to not be a qualifying rate for points & they would be on a modified housekeeping schedule. All of this was communicated to each guest with this company at the time of check in. The guest's that asked about rewards points were given the option to pay a higher rate to be eligible for the points, none of the employees chose to do this. We have had no reports & no evidence of any type of mold issues at our hotel. If Mr. [redacted] thought there was something wrong in his room he never informed anyone at the hotel. We were not given any type of doctor's bills or were we informed that he had visited a doctor for something he claims to have encountered here.

I am [redacted], the General Manager at the Best Western Campbellsville Inn, and I have received a complaint file # [redacted]. This was filed by a Ms. [redacted]. She stayed here the night of April 7th and checked out April 8th.In response to the complaint file Please see the below...

statement.Ms. [redacted] checked into a smoking room the night of the 7th. She called down and asked for some extra towels and they were provided for her at the front desk. The request did come in the evening and since all housekeepers are gone we provide them at the front desk for the guests. Guest later called and stated that the iron was not working in the room. We apologized to the guest for the inconvenience, and replaced it right away. For the guest convenience it was also taken to the guest room. I (manager) was the one pulling sheets from the guest check-out rooms the next morning. I went to pull sheets from Ms. [redacted]'s room once she had checked out. I advised to front desk to reach out to the guest regarding 4 missing pillows from the room. The guest stated that they are in the room. Guest was advised that we would double check, but guest would be responsible if they are not located. I went back through the sheets that were pulled and double checked her entire room, but unfortunately the missing pillows were not located.Guest called back on April 11th stating that she was overcharged. Guest was advised the reason that there was an additional charge is because 4 pillows were missing from the room. I advised to guest that the cost was $20 per pillow making a total $80 charge. Cost was to cover the pillow, pillow protector, and pillow case. Guest said that she left them in the room. I advised guest that I was the one to check the room and linens, and that there were 4 missing pillows from the room. I also advised guest that charge to cover missing items would stay until the missing items were returned. As the name on the guest registration paper that she signed, there is a clause that states the undersigned agrees to pay for all charges incurred against the room account during the given rental period. Ms. [redacted] was quite upset that I would not refund her money, but I advised to Ms. [redacted] that we would have to recover the cost of the missing items.Ms. [redacted] stated that she would contact Best Western, the Revdex.com, and her bank regarding this issue. I advised the guest she is welcome to do so, but at this time the charge regarding the missing pillows would stay unless returned. Customer disconnected.If there are any questions or concerns regarding this please do not hesitate to contact me.Regards,[redacted] | General ManagerBest Western Campbellsville Inn1400 E Broadway StCampbellsville KY 42718[redacted]

After receiving this letter, it is the first time this issue has been brought to my attention. I did look into the double charge and found that there were...

two reservations made 1 just with a misspelling of Mr. [redacted] last name.  I did credit  back that over charge as of 11/1/2014.  Thank You,
[redacted]Manager BEST WESTERN Maritime Inn[redacted]

The company that the guest worked for negotiated a long term stay rate for it's employees at our property and several others in the area. As a part of that negotiated rate there were certain terms & conditions associated with it, two of those things being that the...

rewards points would not be paid, the rate was lowered enough to not be a qualifying rate for points & they would be on a modified housekeeping schedule. All of this was communicated to each guest with this company at the time of check in. The guest's that asked about rewards points were given the option to pay a higher rate to be eligible for the points, none of the employees chose to do this. We have had no reports & no evidence of any type of mold issues at our hotel. If Mr. [redacted] thought there was something wrong in his room he never informed anyone at the hotel. We were not given any type of doctor's bills or were we informed that he had visited a doctor for something he claims to have encountered here.

[redacted]
This file is an email from [redacted] that I received today. They say that it is the...

hotel that won't return the money for a regular stay and reservation.
On Tuesday, October 7, 2014 6:00 AM, [redacted] wrote:
[redacted] kept no money. The manager of the Sundance Best Western stated that she did.

Initial Business Response /* (1000, 5, 2015/06/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@hawthorneterrace.com
I am not able to locate a guest named [redacted] who stayed at our property anytime in the past few years. We do not have a pool...

at our property. Please give us confirmation number of stay along with the guest name reservation was under to investigate further. I do not believe she was a guest at our Best Western.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The name the hotel was booked under was [redacted] I am not sure why the Revdex.com sent this to Arizona when I clearly stated the Hotel we stayed in was the best western located at [redacted] Ave, Burbank, IL 60459. The room number was [redacted] stay was from June 19th until June 22nd.
Final Business Response /* (4000, 9, 2015/07/02) */
I believe you may need to refile the complaint with the Revdex.com, I am sorry for the inconvenience you had. If I can be of any further assistance please let me know.

On May 30, 2016, I refunded the [redacted] credit card.  The hotel did not collect money from the guest.  Therefore, [redacted] has to refund the guest.Thanks,GM

I am rejecting this response because: I'm not asking for a refund I'm asking for you not to charge me for the great job that you did cause you inconvenience by locking my car in your shop number one number everyday the car came from that shop its been running hot so not only was I inconvenience by not being able the car but now its a problem was it that did not exist for I brought it to that shop.