Magnuson Grand Columbus North Hotel

the response completely ignores the poor customer service at numerous points in the hotel stay. Not only that, but it does not even attempt to make amends for it. What kind of business just shrugs its shoulders and says "too bad." So what I understand is that two nights of not having my room cleaned and having to switch rooms, does not matter? And that personnel that argues about providing good customer service and treats people like "[redacted]" is ok? Whether the bug was or was not a bedbug, only superficially gets at the main argument, which is that there was a bug at a clearly poorly cleaned room. And management did not respond appropriately. I am not surprised because a culture of poor customer service begins at the top and trickles down. I am following up with Best Western Corporate offices.

I received your letter concerning a Mr. [redacted] who had stayedat our hotel on June 11th with a group of 4 other rooms. Mr. [redacted]had booked his room with a travel agent and although the travel agentstated that cribs are ''non-guaranteed" we understand Mr. [redacted]'spoint of view on our facilities...

inability to accommodate this request. Inan 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 $95.18. 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 to. Thank you for the opportunity to resolve this issueand to earn our customers loyalty to the Best Western brand.

I am sorry for the situation at the hotel with [redacted] and have tried to assist to the best of my ability. Attached is a copy of the prepaid card on file we had for the original reservation which was processed by [redacted] online through a third party. Policies 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 cash. Attached 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 assistance. I 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 copies. It is an unfortunate incident and per the prepaid company on September 5, 2017 they will review his information provided and assist him in the refund we were both told when he called from the hotel in person.

This business is lying. If there is no [redacted] then then gentleman I spoke with on June 15th in the morning, at approximately 10:30 EST, is even worse than I suspected. As the GM you should be able to check the schedule and know who was working the desk at that time. Priceline also contacted this hotel and received the same rude response from this individual. All that Priceline needs is a simple approval from the General Mamager to refund my money yet the manager refused to do so. I was told an exception can be made once the Manager approves. Please have the General Manager contact me and/or Priceline regarding this reservation.

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 reservation. We 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 property. I 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 24 hours, however, they can contact their bank within the next 7-10 days to see if it has been posted to her account. Again, I am sorry for any inconvenience and the email was sent 11/14/17, funds should be refunded.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  Please send a refund check to the following address.  [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Because when the clerk took my cash he should of Ave me a receipt he didn't give me one this is why I'm at this point he should of gave me a cash receipt
Regards, 
[redacted]