Hotel D'lins Ontario Airport

Initial Business Response /* (1000, 5, 2015/09/30) */
TO WHOM IT MAY CONCERN
I am responding to the recent complaint filed by Ms*** ***., Ms*** checked into the Best Western InnSuites in Ontario, California on Septemtber 16, During the cheprocess her Visa card was
authorized for the full amount of her stay plus $incidental fee totaling $252.70, as is the policy of the hotelOn Thursday, September 17, @9:a.mit was brought to my attention that she felt she was overchargedI immediately checked her folio and agreed with her as she should have been charged a lower rateI offered her a discounted rate for the second night and explained to her the cheauthorization processShe did not agree with the policy and told me so
In an effort to please her I offered to go ahead and process the actual total charge for her stay which would total $I explained to her that any additional funds already authorized on her card would be returned usually within 24-hoursHowever, this could take longer depending upon her lending institution, especially if this Visa was a Debit CardShe accepted this and seemed satisfiedShe checked out on Friday, September 18,without incidentAt that time, I was under the impression that all was well
Ms*** reached out to me on Saturday, September 19, via phone to inform me that her monies had not yet been returned to her cardI was not readily available when she called and the Front Desk Clerk on duty took a messageShe also attempted to assist Ms*** by forwarding to her a copy of her checked out folio clearly displaying the total her stayWhen I attempted to call Ms*** back I left her a voice mail offering any further assistanceShe called me back on Monday, September 21, @ 7:a.mvery upset because again she did not see her funds returnedI again made an attempt to explain the process to her, but she was extremely rude and unrelentingI offered to try to expedite the process by contacting her lending institution directly with her via 3way phone callI even informed her of the Credit Card Authorization Release form letter that I could send to her lending institution if she provided me with the information needed, i.eMember SrvcDeptphone # and reference number provided by the CC lender
She refused this service and informed me that she did not want me to have access to her personal information and I was being intrusiveShe continued to be extremely rude and disgruntled making me aware that she would protest and take complaints to a higher authorityShe disconnected the phone line abruptly without any reply from meI sent her an apology letter for any inconveniences as a courtesy, and I have not spoken with her again I was hoping her funds had been returned without further incident within the originally stated time frame
I am attaching a copy of her checked out folio and a copy of the form letter mention earlier in this correspondenceIf you have any further inquiries, please feel free to contact me
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Hotel failed to say that they billed me different timesNot once as stated in her commentThey charged me more that the reservation stated, charged the full cost of the stay and an addional $not I have received my refund as of this dateSo not further action is neededAs a warning to others I would not stay that this hotel
Final Consumer Response /* (2000, 8, 2015/10/01) */

Good morning *** Thank you for your email to let us know the issue I would appreciate if you could provide me with the name of the guest, as I will not be able to locate the guest reservation The order number 81034*** is not ours as I believe that the guest made the
reservation through a third party and that was the number from them to the guest Thank you *** *** Director of Operations Best Western Plus Ontario