Complaint: ***
I am rejecting this response because:first off the guests that actually stayed was my daughter and her new husband from Tacoma Wa it was their honeymoon! Second of all, there was a FOURTH charge charged to our card DAYS after check out which caused out mortgage to be late! That charge had NOTHING to do with the stay and was done vindictively for complaining and even corporate thought so! I've moved on to the AG.
Sincerely,
*** ***
Below is the explanation we forwarded to Best Western International regarding the Guest complaintfrom [redacted].The Guest was quoted $269.10 plus tax per night ($305.16) by our Guest Service Agent, Andrea. Our policy is to quote on a pernight basis and not total stay. I...
apologize for any confusion on this. The rate of $269.10 is already discounted 10% and wouldhave been the pre-pay discount regardless. Furthermore, the Guest lives in [redacted] which is only 7 MILES away from ourfacility so I'm confused as to the drive time other than the daughter maybe coming from that distance. In regards to thecharging of the Guest card, it has been determined that there were three separate charges applied. The first was the "pre-authorization"of one nights lodging and incidentals totaling $330.16. The second transaction was a true charge of $305.16 was for the first night room & tax. The third transaction was the second night which was refunded due to an early check out. The final charge on the card was $305.16 and the pre-authorization was eventually cleared. Our Front Desk Supervisor (BriannaR[redacted]) took care of the Guest and I have spoken to her about this issue to get the facts.Again, we apologize for any confusion and/or misunderstanding on this matter.Should you need any additional questions answered, please feel free to contact me at 208-267-8511.Sincerely,Tom T[redacted]General ManagerB/W Plus Kootenai River Inn Casino and Spa
Complaint: ***
I am rejecting this response because:first off the guests that actually stayed was my daughter and her new husband from Tacoma Wa it was their honeymoon! Second of all, there was a FOURTH charge charged to our card DAYS after check out which caused out mortgage to be late! That charge had NOTHING to do with the stay and was done vindictively for complaining and even corporate thought so! I've moved on to the AG.
Sincerely,
*** ***
Below is the explanation we forwarded to Best Western International regarding the Guest complaintfrom [redacted].The Guest was quoted $269.10 plus tax per night ($305.16) by our Guest Service Agent, Andrea. Our policy is to quote on a pernight basis and not total stay. I...
apologize for any confusion on this. The rate of $269.10 is already discounted 10% and wouldhave been the pre-pay discount regardless. Furthermore, the Guest lives in [redacted] which is only 7 MILES away from ourfacility so I'm confused as to the drive time other than the daughter maybe coming from that distance. In regards to thecharging of the Guest card, it has been determined that there were three separate charges applied. The first was the "pre-authorization"of one nights lodging and incidentals totaling $330.16. The second transaction was a true charge of $305.16 was for the first night room & tax. The third transaction was the second night which was refunded due to an early check out. The final charge on the card was $305.16 and the pre-authorization was eventually cleared. Our Front Desk Supervisor (BriannaR[redacted]) took care of the Guest and I have spoken to her about this issue to get the facts.Again, we apologize for any confusion and/or misunderstanding on this matter.Should you need any additional questions answered, please feel free to contact me at 208-267-8511.Sincerely,Tom T[redacted]General ManagerB/W Plus Kootenai River Inn Casino and Spa