Best Western

The reservation for the room in question was made on June 1, 2015 through  [redacted]. The guest checked in on June 3 for two nights. Around midnight during the second night of the stay, the guest brought down what she alleged to be a bed bug found on her daughter’s pillow.  The night clerk...

was not sure what to do at first because we have not had problems with bed bugs in the past. She called the Manager at home to receive instruction. The guest insisted to the night clerk on being moved to a different room and have her clothes dried in our hotel driers, using profanity the entire time. She was moved to a different room and our night clerk dried her clothes as requested. Through this process she continued to use profanity towards the clerk. The guest went to [redacted] and bought new luggage, then expected to be reimbursed for them. In the morning the guest wanted to speak to the Manager but left before she arrived. Terminex was called to check the room as soon as possible. The room was inspected by 11 a.m. and there was no evidence of bed bugs found in the room. The room has been checked a second time by Pest Control for our monthly room check and no evidence of bed bugs were found. All our rooms have bed bug covers for the mattress and the box springs. Our rooms all have been remodeled with new wallpaper, furniture and carpet. This room was rented many times before the complaint, and has been rented many days since with no complaints from any of those guests. Once notified of the report and that a refund would not be given, the guest immediately went to our Customer Care and filed a complaint using a great deal of profanity. The guest also posted negative reviews online as well as continued to call the hotel and demand a refund. The Manager spoke to her several times only to be called names and sworn at excessively. The Manager did agree to give credit for one night if she would remove the negative comments from the internet. A refund would have been given quickly, but the guest made a prepaid [redacted] reservation which means we do not have access to her credit card. The original reviews were not removed and she continues to post critical reviews on many third party websites, which has a negative impact on our hotel. She made comments that she was going to write these negative reviews and has followed through on doing so. We are a business that values our guests and would have given her a refund even though there were no bed bugs in the room. At this point we do not feel a refund is warranted. If there are any questions please feel free to call me. [redacted] Manager   Best Western Rama Inn [redacted]

I am [redacted], the General Manager at the Best Western Campbellsville Inn, and I have received a response to the complaint file # [redacted]. This was filed by a Ms. [redacted] A [redacted]. She stayed here the night of April 7th and checked out April 8th. I spoke to her by phone on April 11th. In response to the complaint file Please see the below statement.I informed her that I, the general manager, was the one pulling linens from the guest check-out rooms the next morning. I went to pull the linens from Ms. [redacted]'s room after she left the room and spoke with me in the hall about leaving her key cards in the room once she had checked out. After pulling the linens I advised the front desk associate to reach out that day to the guest regarding 4 missing pillows from the room. The guest stated that they are in the room in the pile of linens on the floor that the guest had pulled off the beds. The guest was advised that we would have housekeeping to 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. Unfortunately the missing pillows were not located and a charge was incurred. The guest called back on April 11th stating that she was overcharged. The 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. The cost was to cover the pillow, pillow protector, and pillow case. The 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 the charge was to cover missing items and would stay until the missing items were returned. The name on the guest registration paper was hers that she signed, There is a clause that states "The undersigned agrees to pay for all charges incurred against the room account during the above given rental period. Ms. [redacted] was quite upset that I would not refund her money and did appologize but I advised to Ms. [redacted] that we would have to recover the cost of the missing items.All issues regarding guests concerns and/or disputes are directed to the General Manager (myself) of the property to be handled on site.[redacted] | General ManagerBest Western Campbellsville Inn1400 E Broadway StCampbellsville KY 42718###-###-####

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.
Thank you.

Response:Guenter & Harry Auto Repair installed new front brake pads and rotors as requested from this customer--as far a we know there was nothing wrong with the job that we did,therefore we deserve to be paid for this job and we were--we will not refund any money to this customer--thank you Genter & Harry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.             I did sign an agreement to pay for any charges against the room; however I did not take anything from the room. The sheets and pillows were left in a pile on the bed, not the floor. If I had taken them I would have issue in paying for them but I did not take the pillows. I have very nice expensive pillows at home that are not stained like the ones found in the room at the hotel. I am not paying for something that I did not take. 
Regards,
[redacted]

Dear [redacted]
 
13.3333339691162px; font-family: arial, sans-serif;">I understand that you are frustrated due to the fees we discussed last week. However, we had already finalized taking care of all of this by last Thursday after speaking with your sister. Though she was unable to provide any cancellation information, I did e-mail her that we issued a refund to your account as a one time courtesy. To be frank, we were unable to determine whether the cancellation was an oversight due to multiple people being involved in the booking process from your end or if our staff member simply missed it. Regardless, we took the hit and refunded you despite the hotel holding that room all night on a sold out weekend for your family member's reservation. I am truly disappointed that you didn't even give us the opportunity to address/reply before moving forward with your threats to post negative reviews on [redacted] and via the [redacted] survey process, as we had already issued the refund BEFORE you went to all this trouble. On behalf of our entire team, I would like to apologize for any inconvenience you may have experienced and we hope that your needs have been met at this point. If I can provide any additional assistance, please don't hesitate to contact me directly at [redacted]
 
 
Sincerely,
 
[redacted]
[redacted]

This is NOT a comfort inn. They have been disenfranchised. The hotel has a foul order, the room had broken fixtures and was not clean. The elevator starts to open before it comes to a stop and isn't level with the floor which was a huge safety concern. The general manager charged my personal credit card after the room had been paid for and she ignored requests to fix it. Very unprofessional because she was packing a baby on her hip. I would not recommend this hotel that fraudulently runs as a comfort inn, has Zero customer service, and a very unprofessional staff.

Initial Business Response /* (1000, 5, 2017/02/06) */
Mrs. [redacted] has been calling about a [redacted] hold on her room on 1/25/16-1/26/16. Mr. [redacted] paid cash & gave the front desk a ccd to swipe for a [redacted] damage/incidental deposit. She claims he never gave us the card (even though he did & it shows...

swiped in the computer), then she claims the ccd was charged; now she is claiming the charge was never put back on the card. The card WAS NOT CHARGED; the money was only held. I spoke to her many times plus I spoke to Mathew, from her bank on Friday 2/3/17, and he verified that the card WAS NOT CHARGED, the money was ONLY being held. I also sent her an email explaining the situation on Friday 2/3/17 thinking that maybe if she saw the explanation in writing she could understand what was going on better. Mathew, from her bank, also said he was going to explain it to her. I called our Merchants Services today, 2/6/17, to verify something did not go wrong. They said the hold WAS RELEASED on 2/2/17. If the hold has not been released, then the issue must be with her bank. We have tried to talk to her about this but she just keeps getting angry and yelling at us. I don't think she is really listening or understanding what went on. Hopefully you can explain it to her, and she will listen to you. WE DON'T HAVE HER MONEY... THE CARD WAS NEVER CHARGED.
2/22/2/17.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not say our card was never swiped. The charge was held on our account for 7 days. [redacted] had said it should have been taken off in two business days. Our bank said the hotel had to release it. They finally did on The update Friday the 4th of Feb. Only after I called them 5 times.
Final Business Response /* (4000, 9, 2017/02/10) */
At this point we feel that the matter has been resolved. She was concerned about the [redacted] being put back in her account, and this was done. I am not sure why the bank said it was not handled properly by us. When I spoke to Mathew he did not indicate that we were at fault. We have never had any complaints before over this issue. We do have a sign at the front desk stating that it could take 3-15 business days for the money to be released. We understand that this was a difficult time for them, and we are sorry about the misunderstanding. Please tell us how to move forward to close this file.
Final Consumer Response /* (2000, 12, 2017/02/22) */

Dear               [redacted] | Dispute and Information AnalystTel: [redacted] ex[redacted]Fax: [redacted] (Attn: [redacted])Email: [redacted]                         ...

                                                                                                  #ID of [redacted]I would like to start by explaining the situation with our side of the story I [redacted]Property GM) received a phone call from Mrs. [redacted]  explaining that she had a reservation with us for the 13th of march and I respectfully explain Mrs [redacted] that her reservation was made for march/06th-2015 by a reservation system that it was NOT directly to our property reservation desk so she understand that it was not hotel mistake was done on a wrong date made.. I explain her she need to contact people who made her reservation online or 1800 etc..but after taking the time to explain her that we can't refund her money back because this particular night Hotel was sold out and we hold a room all day and night and if we give her a refund we would be loosing revenue for a room we could it sell it more that one time...of course she did not understand and start getting little rude and Jew at me bad words and  I told her sorry but l cannot be wasting my time any more apologized and told her do what ever you have to do and have a nice day! and at the end of phone conversation she was completely offensive and  told me to [redacted] off and hung up.. sorry but is not my responsibly to deal with this kind of unprofessional attitudes...Sorry but theirs policies of 24hrs prior to arrival day to change or cancel a reservation and we do take responsibility for our own mistakes but this was not in our hands...On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.I hope that Mrs [redacted] will consider staying with us again so that we can have another chance to provide you with a superior experience.If I can provide any assistance, please don't hesitate to contact me directly at 760-337-8677.Sincerely,05566 Property[redacted](Property GM)BEST WESTERN [redacted] Inn & Suites

The reservation was a non-refundable reservation. The credit card I have on file is not that of [redacted], but [redacted].  I'm not sure what good it would do Mr [redacted] for me to refund their CC. Again, this was a non-refundable reservation.

Review: First I stayed at this hotel from Aug 15, 2015 to Jan 7, 2016 thinking I would get my rewards points. That didn't happen Best Western rewards says to many points. I earned them. Now they say the company I worked for had a special rate under contract. I never signed a contract and I am over 18 no one can sign a contract on my behalf.

Third we were to have twice a week room service this didn't happen either. I had to pay another man's wife to clean my room.

Third I have just finished the last of the treatment for black mold. The problem is there is no way I can ever get rid of it.

I want my points and to have them pay my doctor bills. I also fell on this property and was injured they act like they could care lessDesired Settlement: I want my reward points and doctor bills paid. I also want to see this contract for room pricing

Business

Response:

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.

Review: On June 3rd, my friend, our 6 small children and I rented 2 rooms for 2 nights at this hotel. Around midnight on the 4th, my friend found a bed bug on her pillow next to where her daughter was sleeping. She immediately woke me up & we went down to the front desk to inform the clerk. As soon as we showed the clerk the pillow, she became very defensive & rudely asked us what we wanted her to do about it. We said that we would like a new room WITHOUT bed bugs, all of our clothes dried in the housekeeping dryers to kill the bugs, & a refund of our room. After calling the manager, she told us that she was not going to give us any refund & that she was going to check us out now. At 1:30am with our 6 children! We responded that that wasnt going to happen, at which time, she finally agreed to dry our clothes & move us to a new room. Not knowing the extent of the infestation at 2am, we had to take all necessary precautions to ensure our children werent being eaten and that the bugs would not infest our homes. We woke up our children, stripped them naked in the hotel hallway, checked them for bugs & bites & moved them to the new room. We were up all night, freaked out & doing laundry. The manager didnt bother to show up at 8am as the clerk promised, even though we waited for her. My friend spent $150 on new luggage as she was terrified of bringing the bugs home. Upon returning home, we again stripped our families naked in the driveway, spent 2 days doing laundry all over again, & left our luggage outside to bake in the sun. I immediately contacted the manager when I returned home and spent 2 weeks arguing with her to come to a reasonable resolution. After arguing with the manager for 2 weeks, she finally agreed to refund 1 room for 1 night IF we contacted corporate customer care & took down a negative review we had posted. I did as she asked & she now refuses to issue any refund & doesnt even have the decency to return my calls.Desired Settlement: I just do not believe that it should cost us time, sleep, stress, anxiety, and money (above and beyond the initial rate) to stay at a hotel. Because of what we went through, emotionally and physically, we are asking for a full refund of $466.04. I can't think of anything else I can do to come to a reasonable resolution with the manager, [redacted], so I am hoping the Revdex.com can help us. Thank you.

Business

Response:

The reservation for the room in question was made on June 1, 2015 through [redacted]. The guest checked in on June 3 for two nights. Around midnight during the second night of the stay, the guest brought down what she alleged to be a bed bug found on her daughter’s pillow. The night clerk was not sure what to do at first because we have not had problems with bed bugs in the past. She called the Manager at home to receive instruction. The guest insisted to the night clerk on being moved to a different room and have her clothes dried in our hotel driers, using profanity the entire time. She was moved to a different room and our night clerk dried her clothes as requested. Through this process she continued to use profanity towards the clerk. The guest went to [redacted] and bought new luggage, then expected to be reimbursed for them. In the morning the guest wanted to speak to the Manager but left before she arrived. Terminex was called to check the room as soon as possible. The room was inspected by 11 a.m. and there was no evidence of bed bugs found in the room. The room has been checked a second time by Pest Control for our monthly room check and no evidence of bed bugs were found. All our rooms have bed bug covers for the mattress and the box springs. Our rooms all have been remodeled with new wallpaper, furniture and carpet. This room was rented many times before the complaint, and has been rented many days since with no complaints from any of those guests. Once notified of the report and that a refund would not be given, the guest immediately went to our Customer Care and filed a complaint using a great deal of profanity. The guest also posted negative reviews online as well as continued to call the hotel and demand a refund. The Manager spoke to her several times only to be called names and sworn at excessively. The Manager did agree to give credit for one night if she would remove the negative comments from the internet. A refund would have been given quickly, but the guest made a prepaid [redacted] reservation which means we do not have access to her credit card. The original reviews were not removed and she continues to post critical reviews on many third party websites, which has a negative impact on our hotel. She made comments that she was going to write these negative reviews and has followed through on doing so. We are a business that values our guests and would have given her a refund even though there were no bed bugs in the room. At this point we do not feel a refund is warranted. If there are any questions please feel free to call me. [redacted] Manager Best Western Rama Inn [redacted]

Consumer

Response:

I am rejecting this response because: the manager is not being truthful regarding our conversations or this situation. I do not know how she can say that the bug was "alleged" or that there were no bugs in the room, when we, in fact, brought a live bed bug that was crawling on her hotel's pillow down to the clerk as soon as we discovered it. We did not know (and had no way of finding out anytime soon) at 1:30am if that was the only bed bug or if the room was completely infested so we had to respond and act as if it was infested in order to protect our children and not carry the bugs with us and home. This included waking up and stripping our children naked in the hallway at 2am to check them for bed bugs, unpacking and drying all of our clothes, abandoning our luggage, and a lost night of sleep for both of us. I agree with [redacted] that the night clerk was not sure what to do because she offered no help or advice until we requested it. My friend did use profanity in her conversation with the night clerk but she was justifiably freaked out, frustrated, tired and very upset. Her profanity was not directed at the clerk but rather at the situation. We left our luggage at the hotel to avoid bringing bed bugs home with us. We certainly did not want to leave our nice, expensive luggage there and replace it with cheap [redacted] luggage but we felt we had no choice. Bed bug remediation costs thousands of dollars and requires living in a hotel for 3-5 days. The following morning, we waited for the manager as long as we could but no one that worked there knew when she was coming in and we had reservations in San Francisco and a deadline to meet to return the rental cars before we incurred additional charges so we could not wait around all morning for her to arrive. We left the hotel 2 hours later than we wanted to.For [redacted] to write that I used profanity during any of our conversations is a complete lie. I actually recorded all of my conversations with [redacted] and my conversations with customer care and you will not hear any profanity in either situation and I know that [redacted] knows that. You are welcome to listen to the recordings and contact customer care to verify that I never swore. I also never "demanded" anything; I only asked [redacted] to help me find a reasonable resolution. I am not looking to make a profit here but rather be reasonably compensated for the extra money we had to spend as a direct result of staying at this hotel, as well as the loss of sleep, anxiety, and significant time I have spent attempting to resolve this situation. When I did not hear back from the manager, I contacted customer, who actually encouraged me to post reviews about my stay as a way of getting through to [redacted]. It is my right to contact customer care and it is my right to truthfully review my experience at this hotel. When [redacted] finally agreed to a refund, her conditions were that I contact customer care and remove a negative [redacted] posting. I did as she requested, called her to inform her, and she promised to issue the refund in 2-3 days. Four days later, she had one of her employees, named Carlos, call me and tell me that they didn't believe the post was gone (which is was) and that, "since it had been 2 weeks since the incident" no refund was going to be issued. I work full-time, am married to a firefighter with a very demanding schedule, and have 4 children, after that phone call, I decided that I could no longer spend so much of my time trying to get through to such an unreasonable person. I then decided to contact the Revdex.com and post reviews of my stay in hope that someone could help produce a better result than I could do on my own.Finally, as you can see, her response is very contradictory and a very clear snapshot of what I have been dealing with and why I am so frustrated; first she says that no refund would be given, then she said that she agreed to credit one night, after that she says it would've been given quickly if we hadn't paid through [redacted], and, finally, she writes that "we are a business that values our guests and would have given her a refund even though there were no bed bugs in the room." I would like to see her follow through with that statement but, unfortunately, I believe, it is just another lie. I guess her response to this message will define just how much she "values her guests."Thank you for your time and follow-up.Feel free to contact me if you have any questions.

Because of Best Western Hotel's negligence and fault, two guests were unable to stay in ths hotel, and end up staying in another hotel with extra feesOn 2/25/2015, [redacted] made two room reservations for two of her friends: [redacted] and [redacted] in Best Western Plus hotel Hollywood Location through booking.com. The payment was in full and completed in the amount of $402.68 (please refer to the attached confirmation webpage). When those two guests arrived at the hotel at 11PM on 2/25/2015, they showed the hotel the reservation conformation page, but they were informed that the [redacted] did not make the payment when made the reservation. Those two guests were unable to stay there. Please note those two guests came from foreign country with limited fluency in English and no access to U.S. credit card, which was why they were relying on [redacted] to book the rooms and make the payment for them in advance. Because of false information provided by the hotel, the guests had to leave the hotel and had to find another place to stay in a completely strange city at midnight. That caused substantial difficulties for those to two guests and made their vacation very unpleasant. After this incident, [redacted] contacted the customer service at Best Western Hotel, and a case investigation file # XXXXXXXXXX was created. As a result of the investigation, the hotel confirmed that the payment was made in full. However, until now they were still unwilling to make a refund.Desired SettlementWe are now requesting Best Western Hotel to make a full refund of $402.68 to [redacted] for the following reasons.1. When those two guests arrived, they showed the hotel the reservation confirmation page. Based on the previous experience and confirmation page per se, the hotel staff should be able to tell that the payment was already paid in full. Please note at the bottom of confirmation page, it says that "You have now confirmed and guaranteed your reservation by credit card."2. It is because of hotel's negligence and fault, two guests had to leave the hotel and found another place to stay at midnight. No mistake on those two guests or Ms. [redacted]. 3. Even those two guests were not allowed to stay in the hotel for that night, [redacted]'s credit was charged $402.68 by the Best Western Hotel without [redacted]'s proper authorization. The hotel should refund [redacted] for the reservation fee with no doubt.Attached please find the reservation confirmation page and the credit card payment history from Bank of China showing that [redacted] has made the payment. Booking.comGet the print versionThanks, [redacted]! Your reservation is now confirmed.Best Western PLUS Hollywood Hills 3-star hotel Hotel infoAddress: 6141 Franklin AvenueHollywoodLos Angeles (California), CA XXXXX, United States of AmericaPhone: +XXXXXXXXXXXGetting there: Show directionsManage your booking Booking number XXXXXX[redacted]Your reservation 1 night, 2 roomsCheck-in Wednesday, February 25, 2015 (from 3:00 PM)Check-out Thursday, February 26, 2015 (until 11:00 AM)Booked by [redacted]@126.com)?2 rooms14 % TAX is included.US$ 5 service charge per night is included.1.50 % City tax is included.Total Price US$402.68Best Price Guaranteed Please note: additional supplements (e.g. extra bed) are not added to this total.The total price shown is the amount you will pay to the property. Booking.com does not charge any reservation, administration or other fees.Room 1: Queen Room with Two Queen BedsThis room includes a flat-screen TV, a microwave and a small refrigerator.Guest name [redacted] Edit guest nameNumber of guests max. 2 people. Edit number of guestsMeal plan No meal is included in this room rate.PrepaymentNo deposit will be charged.Cancellation policyIf canceled or modified up to 1 day before the date of arrival, no fee will be charged.If canceled or modified later or in case of no-show, 100 percent of the first night will be charged.Any cancellation or modification fees are determined by the property. Additional costs will be paid to the property.Cancellation costFrom now on: US$169.99This reservation can't be canceled free of charge.Room costs14 % TAX is included.US$ 5 service charge per night is included.1.50 % City tax is included.Total price for this room: US$201.34Room 2: Queen Room with Two Queen BedsThis room includes a flat-screen TV, a microwave and a small refrigerator.Guest name [redacted] Edit guest nameNumber of guests max. 2 people. Edit number of guestsMeal plan No meal is included in this room rate.PrepaymentNo deposit will be charged.Cancellation policyIf canceled or modified up to 1 day before the date of arrival, no fee will be charged.If canceled or modified later or in case of no-show, 100 percent of the first night will be charged.Any cancellation or modification fees are determined by the property. Additional costs will be paid to the property.Cancellation costFrom now on: US$169.99This reservation can't be canceled free of charge.Room costs14 % TAX is included.US$ 5 service charge per night is included.1.50 % City tax is included.Total price for this room: US$201.34Bank of China credit card payment historyXXXXXXXX XXXXXXXX [redacted] BEST WESTERN HOTELS HLYW /HOLLYWOOD /USAUSD201.34 201.34XXXXXXXX XXXXXXXX [redacted] BEST WESTERN HOTELS HLYW /HOLLYWOOBusiness Response Good Morning,As [redacted] stated she made two reservations at the Best Western Plus Hollywood hills for dates of Feb 25th. When the guests for the reservations arrived, they told the front desk agent the rooms were prepaid for. Our agent explained to the guest they would need to have a credit card on the account prior to checking into the reservations they refused. The guest believed the rooms were prepaid for. The hotel's policy is described in a confirmation that Ms. [redacted] received when making the above reservation for the two rooms. The guests that were to check in refused to give the credit card to check in.The reservations that [redacted] made has a 24 hour cancel period that is described in her confirmation email and at least three time prior to booking the reservations.I have spoken to [redacted] the next morning about the situation, and she did file a concern with Best Western witch was dismissed. Due to the guest being confused is not the responsibility of the hotel to relay payment information to [redacted]'s associates. The hotel must be consistent with policies to be fair to all guests.thank you,[redacted].Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We are certainly not satisfied with the answer provided by the "Best Western Plus Hotel" because of the following reasons. Please noted, if both parties can not reach a final agreement, we will proceed this case to the litigation.1. As you said that the credit card paid for the reservation is required upon check in, however, such requirement is only printed on the confirmation which after you have already made the payment. If such requirement is so important that can even void the whole lawfully made reservation, the hotel side has the obligation to put the warning in conspicuous , large font during the procedure of reservation, otherwise, it is Hotel's negligence that caused the loss. It is Hotel's intentional fraud that on one side charge client's credit card, and on the other side does not allow other customer who has valid ID, had a lawfully made, properly paid reservation to stay in the hotel by telling them that they are not paid.2. For [redacted] case, even [redacted] knew this requirement after the reservation, she would be unable to give her credit card to her friends for the check in. Furthermore, she made such reservation only about 6 hours before the check in, thus can not make the cancellation anyway. The website and the hotel should notice that the names of the check-in customers and the name of the credit card holder are different, they should issue a more conspicuous notice saying that the credit card is required upon check in during the payment procedure. Again, it is hotel's negligence.3. the main purpose of payment is making sure the credit card is valid, the payment would went through successfully. The purpose for sure would not be used as an lame excuse to keep customer's money while not provide service. For [redacted]'s case, if the hotel's real concern is the validity of the credit card, they should contact [redacted] directly, or contact the bank, this lacking of credit card in reality is certainly not serious enough to void the whole reservation. At least, [redacted];s credit was charged $402.68 without any problem. Hotel can not using this flaw as defense to rebut the whole validly made reservation.4. You said "The hotel must be consistent with policies to be fair to all guests." Unfortunately, the policies you listed does not mean your policies are 100% correct in the legal setting, violation your alleged polices does not mean [redacted] can not seek legal justice.We hope the Hotel side can serious reconsider your stand of point, reconsider the whole issue, and to refund [redacted] the whole charge, otherwise [redacted] would proceed to the litigation process 100%.

Review: The customer service from [redacted], the owner of the Best Western in Prairie du Chien, WI, was by far the worst experience in my entire life. When confronted about a billing question, [redacted] advised that he didn't know what I was talking about, and when I asked for his corporate office number, he advised me that there wasn't one and proceeded to hang up on me. After further research, I called the Best Western Corporate office and their customer care and after hours of back and forth phone calls, I was advised by the corporate headquarters that he was the most foul mouthed and inappropriate individuals they have every worked with. My final call to [redacted] was in attempt to have a false charge removed from my credit card billed by his hotel for a service that was not rendered to me, and [redacted] then advised me after repeated foul language and racial slurs, that if I didn’t like what he had done, he still has my credit card number and threatened to charge my card an additional $120. I advised [redacted] that doing so was illegal and extortion and would not be tolerated. I ended the call and immediately called my credit card company to freeze my card, declining any further charges. This man should not be an owner of a company providing services to the public with the terrible customer service practices he implements . Furthermore, I believe he should be investigated for potential fraud, as he threatened to use my credit card number for unauthorized payments, and I believe I am not the only victim of his illegal practices. I have never, in my life been talked to or treated the way [redacted] treated me and would sternly warn any individual or family thinking of being a guest at his hotel to not take the chance. Find another hotel in the area where customer service is a priority. This business owner CAN NOT be trusted with your credit card information. Someone who treats people the way [redacted] does, should not be a business owner.Desired Settlement: [redacted] charged our credit card for $27.00 for a service he did not render. After complaining to him, Best Western's Corporate Headquarters, and the company we booked the room through, [redacted] still did not remove the charge, as well as threaten that if we didnt like it, he still had our credit card number and would put more unauthorized payments on it, causing us to freeze our credit card. We want a full refund of $27 placed back on my husband's credit card and for our review of our horrible experience with his hotel be listed on all hotel booking websites to warn potential future consumers.

Business

Response:

Our cancellation policy in the summer is you need to cancel before 72 hours if they cancel after that there is a $27.63 charge if you cancel in that time frame but this reservation was made the same day it was canceled so the cancellation policy does not apply.

Consumer

Response:

Review: Had a family Surprise Party with numerous rooms. Saved the rooms under my credit card number with their names. [redacted] (LNU) would not give any discounts going direct with hotel. We ended up cancelling all of our rooms and got them cheaper on line. Then I went by in person on 15 Oct 2014, to ensure everyone had rooms and was told everything was good to go, and no one had double rooms/reservations. I was told don't worry your credit card will not be charged, this was due to everyone having made their own reservations. They charged it twice $158.44. They told me they would take off one charge due to not asking the distant family member for their credit card when they checked-in or out. Not even the last name was the same. That charge they are taking off. The second one they messed up and that guest checked in but did not get his name for the room at check-in so it was double booked. Well they did not notice it and charged me another $158.44 which now they will not take offi. My Sister had made her reservations online and called immediately back to them and cancelled all four rooms. Best Western appears to have only cancelled three which makes no sense. I showed up in person, they assured me all is well. All I could have done more is get behind the counter and did the transactions myself. I even have a guy that works for me live at this Best Western four days a week for months and months. I took him there, gave them business with this Surprise Party I was giving, and they still want to stiff me for $158.44. It was their mistake. It is the principle of it now.Desired Settlement: I want them to return my $316.88 ($158.44 X 2) back to my credit card. They have not returned the first $158.44 they charged my card for someone else's room. They also owe me $158.44 charge that they claimed was a no show and they had double booked. The person was staying in that hotel that night.

Business

Response:

Dear [redacted]

I understand that you are frustrated due to the fees we discussed last week. However, we had already finalized taking care of all of this by last Thursday after speaking with your sister. Though she was unable to provide any cancellation information, I did e-mail her that we issued a refund to your account as a one time courtesy. To be frank, we were unable to determine whether the cancellation was an oversight due to multiple people being involved in the booking process from your end or if our staff member simply missed it. Regardless, we took the hit and refunded you despite the hotel holding that room all night on a sold out weekend for your family member's reservation. I am truly disappointed that you didn't even give us the opportunity to address/reply before moving forward with your threats to post negative reviews on [redacted] and via the [redacted] survey process, as we had already issued the refund BEFORE you went to all this trouble. On behalf of our entire team, I would like to apologize for any inconvenience you may have experienced and we hope that your needs have been met at this point. If I can provide any additional assistance, please don't hesitate to contact me directly at [redacted]

Sincerely,

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I stayed at the Best Western in South Hill on 10/2/13. Upon arrival, I was informed that there was only one room available for the price of $164.99. The hotel staff at the counter adjusted the price to $134.99. Other rooms were available, but they were smoking rooms allegedly. Hotel capacity looked closed to full, based on vehicles in the parking lot. This is consistent with the lack of vacancy at the other hotels due to a large construction project that an outside contractor is completing. They are in town Monday through Friday and take up the majority, if not all, of the rooms in the South Hill area. After traveling back to my office the next morning, I looked to see that the hotel had King, Nonsmoking rooms available at a normal rate of $76.49/night. I contacted customer care to file a complaint. According to Best Western staff at customer care, the hotel manager was required to respond to customer care within 2 business days. The hotel manager should have responded directly to me over my concerns within 7 calendar days. After the 7th day of not hearing a response, I contacted Best Western Customer Care again and was told that the response from the hotel manager was to not make a concession. He acknowledged, and I agreed, that I stayed in the room advertised to me. However, I am concerned that with all the occupants in all of the South Hill hotels during the week, I found and could have booked a King/Nonsmoking room at $76.49/night on the internet. Best Western Customer Care will not make any concessions and will only further contact the hotel manager for a response. I stated there was no need since I have not received a response within the corporate criteria. I merely explained my discontent and that I will not stay in their hotels anymore. In addition to my complaint, further review also revealed that the entity that owned the hotel in South Hill is not a registered corporation in the Commonwealth to do business with the State Corporation Commission. A review of the SCC's website did not reveal any corporation records for J Ratia Corporation.Desired Settlement: Initially, I requested a refund of the difference I paid over the rate I saw on the internet ($134.99 - $76.49). This was not honored. I am astonished that a large corporation condones one of its affiliate owners to fail to respond in violation of corporate policy and allowing one of its affiliates to operate a business without having a legal company. I'll never stay in a Best Western again.

Business

Response:

October 12, 2013

Dear

Attn: [redacted]

I am writing to respond to the compliant # [redacted] Our guest [redacted] and his wife inquired about a room on 10/2/13 and we only had one upgraded room available that evening, due to being sold out except that room, which was a whirlpool suite, which was available for $164.99. Then [redacted] showed me his police barge and stated he required a government rate. I explained to [redacted] that the government rate is only available to our standard king or queen beds and we had none available. I then offered him a $30 discount due to respect for his government position. Then in his own statement “After traveling back to my office the next morning, I looked to see that the hotel had King, Nonsmoking rooms available at a normal rate of $76.49/night.” The next day we did have room available for rent, but not the evening he checked in, due to guests that checked out, but [redacted] did not request to stay an additional night. The following is a time line of events when [redacted] complained to Best Western International Office in regards to not being able to receive a government rate on an upgraded room:

Incident date: [redacted] User: [redacted]

thank you file now closed

(Property [redacted] Dear BW Customer Service: I explained to the guest that the Government Rate is only for a King or Double Queen beds. The only room we had left that night was an upgraded room, a whirlpool suite when the guest checked in. He did show a Government ID and was given a discount on the whirlpool suite from $164.99 to $134.99. The guest agreed on the rate and stayed with us.

Respectfully:[redacted]

Guest called to allege: 1. He checked with [redacted] last night and they were sold out but he was told their highest rate was $119 and they said BW is usually lower. She called and BW was available. 2. Guest went to BW and was given a room for $134.99 plus tax for a king nonsmoking with whirlpool tub. 3. Guest showed hotel agent a copy of his government credentials. 4. Agent said he could "knock it down" to $134.99 5. Guest had since seen a regular room rate on line for $76.49. I advised guest we show a government rate of $77 plus tax for tonight but because now the records for all rates for last night are shown as sold out. Guest said he wanted this documented I advised him that we show a government rate of $77 plus tax available for tonight. Guest is asking that hotel honor the government rate or the internet rate for last night because he did show his credentials and yet he was charged the highest rate at the hotel. I apologized and advised that I have documented his complaint and would send it to the hotel for response. I advised that the hotel should respond to the file within 2 business days and resolve within 7 calendar days. I gave guest file number. He thanked me. Guest has no preference - either phone or e-mail file opened

On the time line [redacted] complained to Best Western International on October 3rd and on the same day, October 3rd, I responded to Best Western International regarding [redacted]’s concern. Best Western International responded on the October 6th and stated that the file was closed.

If I can be of further assistance please do not hesitate to contact me.

Respectfully:

Review: Actually this concern could be a health issue if an emergency occurred. We had two separate issues at the hotel during our stay on 09/21/2013. First and most important was that we were unable to exit our room as the door lock was jammed. It took several minutes several times, falling into the door, playing with the lock, leaning into the door before the lock would release. If a fire had occurred the room occupant, whether customer or staff would not be able to exit quickly. Also, as this is a 2 story hotel with outside entry, there is a staircase to the second fllor outside. The top of that railing that you should be able to use (especially in the rain of Saturday) is not connected to the wall. Again, another hazzard. Upon reporting this and cleanliness issues to the desk, the desk associate, [redacted] (whom was new) appeared to be concerned but the manager that he reported to did not address the issues. She seamed irritated that we reported the issue and commented that they have a contract with local workers that stay at the motel while working on a nearby hospital during the week and they have no problem with the door. Instead she took $21.00 off our bill. We did not need money off our bill. We needed the safety of the building addressed and concern shown. We have reported this issue to Best Western International and the County coding offices as well.Desired Settlement: I would like to know that the problem have been fixed and inspection has been completed by county to assure sasfety of future guests to the hotel. I think full refund would also be appropriate as we have each spent a full day back home addressing this very unsafe issue.

Business

Response:

October 10, 2013

To The Revdex.com,

We at the Best Western sincerely apologies for the inconvenience this situation has caused. Our goal is to satisfy all customers to the best of our ability. This includes creating a safe environment for all guests and staff.

On 9/22/2013 our front desk clerk was informed of a problem with the door lock in room 215.

Upon inspection he found the lock was no longer operating correctly and needed to be replaced. Our staff then reported the issue to the manager. We are sorry that the customer had this inconvenience and took $21 off of their bill. We did not place another guest in that room until after we had maintenance change out the door lock. To further guarantee the safety of the guests staying at bur establishment we had our maintenance personal check all the other door locks on our premises.

The issue of our handrail was not brought to our attention at that time. We can assure you that our hand rails meet with expectable building and fire code. We have also checked the rails and they are solid and secure. At all four of our stair ways we have 2 rails, one attached to the wall, the other goes up along the stares and attaches to the upper level railing.

We see the guest has asked that our establishment be inspected by the county and a full refund given. We go through multiple inspections from the health department, AAA, and Best Western Corp; every year. We did give the guest the maximum amount we could off the bill and will give the guest 25% off of her bill the next time she stays with us.

Regards,