Magnuson Grand Columbus North Hotel

Mr [redacted] called Revdex.com and advised that the owner called him personallyThey resolved the problem and he is satisfied with the resolution

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted] ***

Priceline has already attempted to call the General Manager as have I yet have not been connected due to a rude employee that was working the front deskYou state there is no ***, then whomever was working at the time of our calls has misrepresented himselfHe called himself the Mamager in chargeThis person was the rudest person we've ever spoken to and since Priceline called as well, I have a witness to this extremely rude person outside myselfI will have Priceline call once again and if the General Manager does not respond, this complaint will continueI would also like to know the name of the person responding to my complaint as well as the General Manager's name and Owners contact informationOwnership deserves to be informed of the mismanagement of their businessI've requested the General Manager contact me directly yet have not received any communication

I received your letter concerning a Mr [redacted] who had stayedat our hotel on June 11th with a group of other roomsMr***had booked his room with a travel agent and although the travel agentstated that cribs are ''non-guaranteed" we understand Mr***'spoint of view on our facilities inability to accommodate this requestInan effort to maintain repeat business and as a simple gesture we wouldlike to offer a refund of one night room and tax for a total of $AsI go over the account in question Mr [redacted] paid us in cash, pleasecontact Mr [redacted] to see if he would like us to send him a refund checkor if he would like a voucher for a free room night and what address weshould send it toThank you for the opportunity to resolve this issueand to earn our customers loyalty to the Best Western brand

I am very sorry for the misunderstanding at our hotel and I sent and email to the third party to refund the 2nd night cost to our guest as the guest did use a prepaid third party to make the reservationWe do not have the funds purchased through the third party website but we can make sure we are not charging the third party for the night the guest did not stay at this propertyI did receive a response from the third party after my email requesting a refund and it stated: We have processed a refund per your request on the reservation for [redacted] The third party will release the credit to the cardholder's card within hours, however, they can contact their bank within the next 7-days to see if it has been posted to her accountAgain, I am sorry for any inconvenience and the email was sent 11/14/17, funds should be refunded

This business is lyingIf there is no [redacted] then then gentleman I spoke with on June 15th in the morning, at approximately 10:EST, is even worse than I suspectedAs the GM you should be able to check the schedule and know who was working the desk at that timePriceline also contacted this hotel and received the same rude response from this individualAll that Priceline needs is a simple approval from the General Mamager to refund my money yet the manager refused to do soI was told an exception can be made once the Manager approvesPlease have the General Manager contact me and/or Priceline regarding this reservation

I am sorry for the situation at the hotel with [redacted] and have tried to assist to the best of my abilityAttached is a copy of the prepaid card on file we had for the original reservation which was processed by [redacted] online through a third partyPolicies on third party reservations are specific in stating hotel does not accept a debit or prepaid card for payment [redacted] unfortunately used a prepaid card upon arriving and then it was explained when he arrived, we needed him to get cashAttached is our computer system detailing the date and event of the prepaid card usage for [redacted] and also I have attached a letter I did for [redacted] when he came to the hotel and asked for assistanceI have done everything and referred him to booking,com and printed a copy of his original booking.com reservation and cancellation and have faxed multiple correspondences and all the proof I can provide for [redacted] myself to the prepaid company and gave him copiesIt is an unfortunate incident and per the prepaid company on September 5, they will review his information provided and assist him in the refund we were both told when he called from the hotel in person

Per guest requested, to satisfied the resolution, we had agree not to charge guest for the stayed at hotel to compensate for the lost reported.Please see the attachment for your record.Regards,Hotel managementTom

Dear Revdex.com, The complaint #*** was researched by the hotel head housekeeping inspector and management in detail The conclusion of the investigation is that the bug in the photo with wings is not a bed bugThe room was inspected thoroughly and there was not a sign of bed bugs
The guest has never called the hotel management or anyone to request a resolution for the room/doctor bills or to receive any compensation directly for the issueWe are sorry to hear of any issues that a guest may incur but this is not an issue the hotel can assume.Thank you for the chance to respond. BW Columbus North / dba currently Magnuson Grand Columbus North EDublin Granville DriveColumbus, Ohio

We are sorry for what happened during your stayed at our hotel. We will satisfy your requested and hope to gain your business again in the future.Hotel management

We are sorry to hear about billing issue the guest occurredWe did take cash at upon arrival and apply that only to the roomThe card on file was never used for a debit card for paymentWe did not authorize the card at all from the Magnuson GrandThe atm is an independent operator on the
propertyThere is an number listed for any assistance and they take full responsibility for the name listed and published to the guest and the refunds if neededWe are greatly sorry and that we were unaware of this situation to assist before now

I will get proof from my card that they did take it off my card but it will say from best western but if you call their number itr will be from M agnuson grand explain that

To Whom It May Concern:I am writing this letter in regards to a complaint response wereceived after answering Complaint ID #***Once againwe offer our condolences for the customer's loss and want toreiterate that the customer did not provide a payment directlyto Best Western Plus Columbus NorthWe have no employeeat this location named "***" and are dismayed that thecustomer would accuse us of "lying"Resolving this issuewould entail the customer contacting the business they paidwhich is Priceline.comOnce they have done this, Priceline cancontact the General Manager to receive approvalIt isimperative to note that only the General Manager canauthorize this with PricelineThank you for your time and wewill look forward to closing this issue amicably.Sincerely,Best Western Plus Columbus North

To Whom It May Concern:I am writing this letter in regards to a complaint ID that we receivedfrom your officesThe guest in question is a Mrs*** *** whostayed with us on April 24th for two nightsAfter reviewing Mrs***'sstatement, I would like to begin by offering my sincerest
apologies onhow this extremely rare situation was handledI have actually neverencountered something like this so it is difficult to anticipate and trainour clerks for something so unusualIn regards to Mrs***'s "desiredsettlement", unfortunately, because she booked through Priceline.com("name your own price" which is a third party booking) I cannot offerher a refundInstead, I propose that she receive from us, a voucher fora free night stay next time she is in the areaIf I could have her mailingaddress, I can send that to her right awayI hope this alleviates theproblem and that Mrs*** stays a loyal customer of the Best WesternbrandThank you for your time

We are sorry to hear of the issue booking with a third party and that the guest could not find the hotel. We currently cannot directly refund a prepaid reservation from a third party once paid to them. The hotel refund would go back to the third party due to the fact that is where his/her payment...

was made and the third party refunds the guest if necessary. It seems that is what happened and the guest received the proper refund from the third party where the payment was made due to misinformation from the third party on their website. Again, there is not a double refund, only the refund from the company the guest booked through will refund from the credit card given to them from the guest when originally booked and paid to the website. We hope this clarifies the issue.

Mr. [redacted] called Revdex.com and advised that the owner called him personally. They resolved the problem and he is satisfied with the resolution.

Our condolences concerning the death of the family member. And our entire staff is always sympathetic in such times.While the consumer may not have shown up for a reservation at our hotel, she also did not pay our hotel for any reservation, in this case, at all.Our hotel has not charged...

the consumer for that stay. However, her card was probably charged by another separate business, concerning that reservation.There is a big misunderstanding, and we do surely understand that sometimes a consumer can become confused about the details of a situation, and about which big company she spoke with about hotel arrangements.None of our staff made any commitments to her whatsoever concerning a "refund" or a cancellation. We do not have any employee named "[redacted]". There is however, a 3rd party involved, which the consumer has named in her complaint.  Only that company could issue a refund. None of our employee's would make any promises to the consumer, for that company. The consumer was dealing with a 3rd party website, which is not Best Western at all. After a thorough investigation into this matter, and interviews with a number of employees, it is clear that the things alleged to have been spoken, were not uttered by any of our personnel.This complaint to the Revdex.com was incorrectly directed to our business. There may be some confusion on the consumer's part as to what company she was speaking to, in each instance. Such is understandable, especially in the midst of dealing with a traumatic experience. Yet we do expect the Revdex.com to clear our business's name of any ill repute or slander, that had arisen from this complaint.Thank you, and the warmest regards.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

Priceline has already attempted to call the General Manager as have I yet have not been connected due to a rude employee that was working the front desk. You state there is no [redacted], then whomever was working at the time of our calls has misrepresented himself. He called himself the Mamager in charge. This person was the rudest person we've ever spoken to and since Priceline called as well, I have a witness to this extremely rude person outside myself. I will have Priceline call once again and if the General Manager does not respond, this complaint will continue. I would also like to know the name of the person responding to my complaint as well as the General Manager's name and Owners contact information. Ownership deserves to be informed of the mismanagement of their business. I've requested the General Manager contact me directly yet have not received any communication.

Hi,I finally received resolution from the hotel.  I realized you have closed the file, but is there anyway to note that I am happy with the resolution?Thanks,