Clarion Pointe Reviews (%countItem)
Clarion Pointe Rating
Address: 7800 National Service Rd, Greensboro, North Carolina, United States, 27409-9667
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+1 (336) 454-6694 |
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choicehotels.com
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During the week of December 6th-8th, my family and I stayed at the Best Western Plus Hotel to attend the commencement ceremony of the North Carolina ***. I frequent this hotel in the past because of my previous guest-service experience, and, the hospitality of the hotel-staff. During my hotel-stay, I learned that the hotel was under new-management. During the check-out to resolve my guest-folio, the Front Desk Agent was not trained in handling a split-transaction to my account; the guest wanted to pay cash and credit; to avoid other transactions on hold and a possible over-draft. The guest has made several attempts to reach out to the front-desk office; there were times when the guest experienced disconnection of calls from the staff, the guest was told not to call back, the guest was told that she was harassing the staff! After several attempts made, the guest received a call from the General Manager, Ms. ***. Ms. listened to the situation. The guest was assured that the overdraft-account of $30.00 would be refunded back to the account; providing proof of the bank-statement. The guest followed up with the hotel; left several messages, contacted the General Manager, provided several e-mails to resolve the matter, and, as of today, the General Manager has failed to respond to the guests' needs! As a former 'repeat' customer to the Best Western Plush hotel, not only has the: 'Moment of Truth," sever, the guest experience has been awful in regards to the level of leadership in how the General Manager,Ms. *** has handling the guest request!
We still haven’t received Mrs.’s bank statement showing that she was in fact charged by us. Mrs. had reserved 4 reservations thru the Best Western Corporate Office and our policy at the hotel is on the day of arrival. The guest only gets charged after they do in fact stay with us. She did stay one night with us but ended up cancelling the rest. I tried to speak with Mrs. personally to let her know of what happend and but she started threatening me on the phone stating that she was going to have the new station come here as well as her self so I then proceeded to let my GM know. In the meantime the GM and her spoke awaiting for the bank statement provided by Mrs. but still yet waiting on that document, since our system shows that she was only charged for the one reservation.
I am rejecting this response because: of the following reason/s: Again, the Bestwestern Hotel Plus had my account on hold for the corporate transaction to hold the rooms at that time. On December 9th, Ms. paid-in-full the same amount of $221.44. The BestWestern Plus Hotel cause the overdraft to my account for pending transaction due to the fact they did not realease the hold off Ms. account until December 11th. I am requesting that BestWestern Hotel Plus refund the overdraft account of $30.00 due to facts that my account was still on hold for the amount of $221.44. The hold should have automatically be released once the guest paid-in-person. Ms. is requesting her overdraft fees be refunded back to her by the hotel: it is there responsibility to release the hold from the corporate-level; once, the guest pays at the departure!
Unfortunately we will not be paying the overdraft fees as it was not caused due to our transaction. We did release the funds, however it is up to do the bank to release them. As discussed with Ms. over the phone, that it was in "pending" status during the entire time of question. This is something that a business doesn't control, however it is up to the bank to release the holds. This matter has been going on back and forth for about a month and the overdraft has nothing to do with our business.