Centerstone Suites

Thank you for taking some of your valuable time to let me know about your experience of trying to stay at our location It is always our goal to do our best to honor each and every reservation that is taken Unfortunately, sometimes there are things that happen that are completely out of our control and which may necessitate not being able to accommodate you in our hotel In this particular case we had water damage to a number of rooms, one of which was a pet room that you required I am sure you can appreciate that not every room can be allowed for pets due to other guests medical conditions We started notifying guests as soon as we found out that that the rooms would not be back in service for your stay Yes a room might be available one day and not the next, because guests book for different days and a room that is available one day may not be available the next Changing a guests plans is never our goal, but if someone has confirmed a reservation last September and yours this May then the most current is going to be altered Our staff worked very hard in securing you alternate accommodation and offered you three that you would still be able to use your Best Western Reward Points for a free stay The Final accommodations that we found for you only added minutes to your final destination, allowed your pet and would have been able to accept your Best Western Rewards Points for a free stay Best Western Rewards Points are not redeemed until after you have stayed We do not have any information of your points to be used until you actually arrive and then they can only be redeemed These could have been used at the three other Best Western Hotels we offered There are two types of reservations for guestsA Prepaid Reservation where you give the hotel a credit or debit card in exchange for the hotel's promise to have a room for you no matter what time you check inThe money is taken up front The second is a confirmed reservation and you do not pay for the reservation in advance, and therefore you do not have a guaranteed reservation Rather, you merely receive a confirmation of your reservation, either by email, fax, or mailOn a confirmed reservation the hotel must do its best to honor your reservation, which is what you have, then our responsibility is to do our best to only find comparable accommodations I am very sorry to hear that you felt that our team and myself did not go out of our way to assist you The last thing I would have wanted to do is cause you upset about your stay to the area Warm regards, Dennis [redacted] General Manager ***copied and pasted from email

I am rejecting this response because: I have attached a copy of where our points were taken to PAY for the room, therefore we had a paid for and confirmed reservation on May 15, ,2016--days before THEY cancelledSame as if we had paid for it with a credit card They cancelled our room because they were getting a "paying" customer for Friday and Saturday NightThey told us we could keep Thursday night and come back Sunday night, but not Friday nightThat was AFTER they gave us a confirmation# and took our points as paymentThey can not deny we paid, we just paid with our points that we earned by staying at Best Westerns, and not in cash/credit cardBut it was PAID forI have attached a copy of where THEY cancelled it and a copy of our statement where the 20,points were taken out of our account for each nightWe had a night reservation, in consecutive nights, for a total of 40,pointsOur stay was for a Thurs/Friday nightnot a Thursday and Sunday night like they said they could accommodate us for after we bookedSimply put, THEY breached the contract when they cancelled a paid for confirmed reservationWe were very inconvenienced by their actions

Thank you for taking some of your valuable time to let me know about your experience of trying to stay at our location.  It is always our goal to do our best to honor each and every reservation that is taken.  Unfortunately, sometimes there are things that happen that are completely out of...

our control and which may necessitate not being able to accommodate you in our hotel.  In this particular case we had water damage to a number of rooms, one of which was a pet room that you required.  I am sure you can appreciate that not every room can be allowed for pets due to other guests medical conditions.  We started notifying guests as soon as we found out that that the rooms would not be back in service for your stay.  Yes a room might be available one day and not the next, because guests book for different days and a room that is available one day may not be available the next.  Changing a guests plans is never our goal, but if someone has confirmed a reservation last September and yours this May then the most current is going to be altered.  Our staff worked very hard in securing you alternate accommodation and offered you three that you would still be able to use your Best Western Reward Points for a free stay.  The Final accommodations that we found for you only added 15 minutes to your final destination, allowed your pet and would have been able to accept your Best Western Rewards Points for a free stay.  Best Western Rewards Points are not redeemed until after you have stayed.  We do not have any information of your points to be used until you actually arrive and then they can only be redeemed.  These could have been used at the three other Best Western Hotels we offered.  There are two types of reservations for guests. A Prepaid Reservation where you give the hotel a credit or debit card in exchange for the hotel's promise to have a room for you no matter what time you check in. The money is taken up front.  The second is a confirmed reservation and you do not pay for the reservation in advance, and therefore you do not have a guaranteed reservation.  Rather, you merely receive a confirmation of your reservation, either by email, fax, or mail. On a confirmed reservation the hotel must do its best to honor your reservation, which is what you have, then our responsibility is to do our best to only find comparable accommodations.  I am very sorry to hear that you felt that our team and myself did not go out of our way to assist you.  The last thing I would have wanted to do is cause you upset about your stay to the area.   Warm regards, Dennis [redacted] General Manager [redacted]copied and pasted from email.

I am responding to Mrs [redacted]s request and this will be the final time we are going to be dealing with this as it is has become a waste of time.  We have supplied the proof necessary for this case to be settled and yet your organization thinks that it is necessary that we pay out money on a claim with the no validity according to the laws governing  the hotel trade.     I have called Best Western and the information I received and the statement that you showed says Voucher.  A voucher (Coupon) is normally something that customer receives and it will be redeemed when she arrives and presents this to the front desk agents at the hotel.  The Best Western Plus – Blaine hotel has no access to her account as this is governed by the same PCI compliance codes as credit cards.  Her account is private and confidential. The only information they would divulge to me was that the vouchers were requested on May 15, 2016 and the vouchers returned for Credit on May 25.   Regards, Dennis [redacted] General Manager Best Western Plus[redacted]copied and pasted from email.