Western Inn Billings Motel

Complaint: [redacted]I am rejecting this response because:
I just read a response from the business that I complained about and am disgusted by the blatant lies being told by these people!  I for one, never complained about the price, the price is why I booked the hotel to begin with!  And I did bring all of our concerns to the front desk the very first night as well as the second day and was told that management would contact me and it never occurred.  I am very upset that they are trying to just push this off on the consumer and not take responsibility for their poor service!  What can I do further?
Sincerely,[redacted]

Review: We had reserved a room for the 22nd - 24th of April at the Western Inn Motel due to a conference that two employees were attending. One of the employees had heard about the Western Inn previously, and they decided to switch hotels. They called 24 hours in advance at around 12pm on the 21st to cancel their reservation. The manager stated that they expected three days notice of cancellation and charged the card for the full amount of the stay anyway. They will not reverse this charge and instead place a more appropriate fee, not the $460 that we spent.Desired Settlement: I would be okay with a reasonable cancellation fee, such as $50. Nowhere on their site does it say that they will charge full price for cancelling the stay. We were charged around $460 dollars for a service we didn't even use.

Business

Response:

Dear Revdex.com,

Greetings from Western Inn Billings. The guest made no communication prior to the arrival, except for on the day of check-in we received a call, and they inquired that they wanted to cancel. By that time our cancellation policy, which was emailed to the guest along during reservation with the confirmation (attached above), stated that we could not cancel. Therefore the guest was charged for the total price of the reservation as our policy states. If you have any questions please feel free to contact us.

Review: The owner and manager if they are the same person is very rude. He glared with pure hatred in his eyes from our first transaction to every time I saw him in the office. I was quoted $59 a night over the phone, this was a special rate because my entire family (aunts, uncles, cousins, from everywhere were staying there) for my Grandmother's funeral. When we paid he told us that we had to pay taxes and other fees that brought out rooms up to $89 a night, which is what his regular rate is. The man is a liar and a very rude man. He yelled and swore at me and at my 78 year old father, when we asked for a refund so we could go and stay some place else he refused to give it to us and yelled and swore some more. He is just a horrible man and nobody should have to be subjected to such poor customer service.Desired Settlement: A refund for everyone in my family who had to listen and put up with this horrible excuse for a human.

Business

Response:

Dear Revdex.com, Greetings from Western Inn Billings. The reservation was made for a group for a funeral by [redacted](one of the family members). Before confirming the reservation all the rates were explained in full detail to him. He never requested a handicapped room with two queen beds. When the guest checked-in, as per the booking, we explained again the full rate to each guest. He replied by telling us that he needed an easy-access, handicapped room. The hotel manager met his requests and showed him the room and agreed upon the rate of $69.99 before taxes and fees with a 20% courtesy discount. Also, when he was shown the room the guest decided to use the facilities without registering. An extended courtesy was given to the guest, all of our staff provided coffee, cookies and snacks. in the afternoon past times when they were usually served. Our management even combined the tables in the lobby so that they could spend some family time by playing several games all throughout the afternoon with usually 8-10 people until the lobby was closed. Pertaining to the direct complaint from Steve: first of all he was an extremely rude person to almost all of our staff(which was confirmed by his uncle that he was usually an upset person that would handle all of their problems on the road). Secondly, there was no mention of a refund. Lastly, we extended all courtesies possible to cater for this group and everyone in it personally. If you have any questions please feel free to contact us.Thanks, [redacted] in Reservations/Guest Services Western Inn Billings

Consumer

Response:

[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]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Review: Dates of intended service: April 24th and 25th, 2015

Finding ourselves with last minute commitments in Billings, MT, and searching for a good value property for a short stay, we were concerned about some of the negative reviews of this motel. After a thorough conversation with the hotel's desk attendant around April 10th, I was assured that the property had been fully remodeled in the last year and that all of the previous problems were off-shoots of the remodeling activity and all resolved.

After informing them early of our late arrival, our 11:30 check in was uneventful. However, it was quickly clear that whatever remodeling took place was not completed at all. Our room, was dated and poorly maintained, Most of the curtains were missing, with the remaining ones barely covering the windows, one of which had a screen that could not be installed and hung open. Although the room smelled very strongly of new carpeting, the late hour convinced us it was bearable.

The condition of the room and the property is poorly maintained. Bedspreads with large stains, pillows with strong odors, bathrooms with towel racks missing from the remaining installation hardware, poorly cleaned shower door, numerous mold or mildew stains in the shower tile, heavy accumulated corner dirt, damaged furniture, etc.

No property is flawless and less can be expected from a value-price motel. Basic cleanliness and maintenance should not be diminished however.

The following morning, we requested an early check-out and a credit to our card for the second night due to the unexpectedly misrepresented conditions. We were offered another room, but no 2 bed rooms were available for our three person party. We checked out with the promise that the manager would contact us later that day to arrange the credit.

After 2 phone calls to the motel after the appointed contact time, we went to the motel to obtain our credit receipt. The desk attendant informed us that the manager was in meetings the rest of the day but had sent an email message indicating a refusal of our request and the offer a another room - several hours after we'd checked out and paid for a room at another property.

The desk attendant wanted to know what the conditions were that prompted our request. After listing them and offering to show her pictures, her attitude was exceptionally rude, letting me know in no uncertain terms that she did not want to see my pictures, and that there would be no refund - blaming us for refusing to be accommodated with another room. Although I let her know that we'd already checked out and found another room, she informed me, laughing, "That's not [her] problem."

Appalled with this flippant attitude, I asked if she understood that we'd just had a very bad experience and that I couldn't understand her response. She let me know that this was her way of responding to my complaint.

Finally, I asked her to let the manager know that we would have to inform the Western Inn franchisor, the Billings Chamber of Commerce (she added a clearly audible laugh to that suggestion), Tthe Revdex.com,Trip Advisor.com, as well as challenge the charge to our account. Again laughing, she said, "We're just fine with that."

Their motto of "home away from home," wasn't true for us.Desired Settlement: Since we did stay one night, we recognize that we are liable for that charge, although most reputable businesses would have refunded the entire amount without question.

Nonetheless, we would be satisfied with a refund to our credit card for 50% of the total charge.

An apology from the abusive desk attendant would also be appreciated, but likely too much to request.

Thank you for your help and attention.

Business

Response:

Dear Revdex.com, Greetings from Western Inn Billings. The guest made the reservation online, and received an email confirmation detailing our cancellation/modification/no-show policies. Upon arrival, the guest seemed very upset about the

Review: There is also a huge customer service complaint. The guys name was [redacted]. He wasn't helpful at all and very rude to me and my fianc. We spoke to the front desk employee separately because we had kids to tend to in the car. So when my fianc reserved the room the price on their was 65 ish. And when we got their they tried to charge me 74.95. The price of the room was 55.99. Then he claimed it was all taxes. Well I am in Montana their is no tax for one and for two I have never seen that much in taxes any where. So immediately my suspicions were aroused. And then I had pulled all my money off my card so I wanted to pay for the room in cash. And he wanted a $50 deposit from me cause I didn't have money on my card and I was paying in cash. So he wanted $126 from me and wrote on my invoice that I had already signed that deposit was non refundable if I didn't follow all policies. K I have never seen anything like this in all my times of getting a hotel. And my suspicions were full blown now not ok with the situation and I felt like this guy was trying to scam me so I said forget it and I'm not doing it. Then he said that he was going to charge my card a night any ways because I made a reservation. Well I disagreed. He didn't hear anything I had to say. So I called and put my card on hold. I don't know what else to do please can u help.Desired Settlement: I don't feel I should haft to pay for the room for several reasons. Main reason is I got one price online and a different and more expensive one when I got their. Another reason is it was very unusual to me how the price went from 55.99 to 74 something. The guy was very rude and wasn't trying to be helpful at all. And others.

Business

Response:

Dear Revdex.com,

Greetings from Western Inn Billings. The guest did not stay, they refused to pay the $50 deposit that was needed in order to pay with cash, because their credit card had insufficient funds.

The staff was very rude. I did not get Internet or Tv as advertised. I would not recommend this motel to anyone.

Review: We had a reservation for this hotel through [redacted] for the night of January 16th and 17th. The week before we both were very sick and on Sunday, January 12 we decided that we would not be able to make our trip to Billings. I called the hotel at 7am to cancel but was told by a lady that answered the phone that I would have to call back at 10 am and speak to the man in charge. I did call back at 10 and spoke to a man that cancelled my reservation. He assured me of the cancellation and said my card would not be charged. On Friday night, January 17th we were checking our Bank website and saw that we had been charged for the room anyway. We called the motel at approximately 9pm, and a girl answered we told her that we wanted a refund because we had cancelled this reservation. She was extremely rude and told us that we were no shows and that was why we were charged. She stated that our reservation was not cancelled, when we told her that we wanted a refund she told us that there would be no refund. We told her that we would be contacting our bank and she said, "well you will never get your money back!" When we asked for her name and to speak to the manager or owner she said she was the manager and hung up on us.Desired Settlement: We want the company to refund the entire amount they charged to our credit card.

Business

Response:

Dear Revdex.com,

Greetings from Western Inn Billings. The guest, [redacted], made a reservation through booking.com. Prior to their arrival no communication was done on his behalf. The reservation was charged as a no-show. Please see the attached file of the reservation,cancellation/no-show policy, and a credit card charge receipt.

Thanks,

Western Inn Billings

Consumer

Response:

[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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

I did call the hotel on Sunday, January 12 to cancel the reservation. I sent a copy of the cell phone log to [redacted] and I have also sent this attachment to you. It proves that I did call the hotel on 2 occasions on that Sunday. They deny that I even called. The first call I made was a 7am, I was told by a woman that she could not cancel my reservation but that if I called back at 10am the head man would be there and he could cancel the reservation. I called back at 10:34 and the man I spoke with assured me that my reservation was cancelled and that I would not be charged on my credit card. I contacted my bank and I will be disputing the charge. I also contacted [redacted] where I originally made the reservation and Supervisor [redacted] also contacted the Western Inn. They told her that they had been contacted by my bank and that they could not do anything. I contacted my bank again to see if they had contacted the motel and they said they had not. The charge is still pending so until it finally clears there is nothing they can do. The motel lied to the [redacted] supervisor about that also. I do not know why they are denying this. Very poor customer service on their part and we will definitely pursue this matter until the truth is revealed. Thank you very much, I look forward to hearing from you, [redacted]

Business

Response:

Dear Revdex.com,

Greetings from Western Inn Billings. The guest did not do any communication with us prior to the arrival. The guest did however call us on the 19th of Jan. asking why he was charged. We told him about our cancellation/no-show policy(attached in previous email). Upon hearing this he was outraged and constantly called back harassing us for the charge. If there was an emergency we do go out of our way to help our guests, but this matter was not an emergency.

Thanks,

Western Inn Billings

Consumer

Response:

[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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

I have sent the pictures of my phone log that proves I did contact the business and spoke to them two times on January 12th. I will be contacting my phone company to see if I can get this on hard copy. I have also disputed these charges with my bank and filed fraud charges. Thank you, [redacted]

Review: on August 22, 2013hotel employees as shuttle drivers refused to allow parents of 8 month old and 2 year old children to properly install child safety seats in shuttle vehicles; behavior of said employees was rude, disrespectful and aggressive. After much screaming at parents, grandparents upsetting children and bystanders at airport pickup area, employees threw all luggage and car seats for 4 adults and 2 babies on the ground and drove off. refused to refund hotel charges of $156.58 for 2 motel rooms which had been charged to credit card one month prior when reservations were made July 25, 2013. We filed dispute to credit card, but bank unable to get satisfaction from motel either.Desired Settlement: refund check for 2 motel rooms for total of 1 night total amount $156.58.

Business

Response:

Dear Revdex.com,

Greetings from Western Inn Billings. Firstly, the

situation dealing with the two drivers got way out of hand. In our shuttles we

have cameras installed, so we can record all ongoing pick-ups and drop-offs. I

will also note that the drivers arrived at the airport in a timely manner. When

I replayed this tape from the truck I was definitely appalled by the remark

made from the older gentleman threatening our driver saying, "if this was

Arizona, I would take my gun out and shoot you!" Hearing this, I am definitely

glad our drivers left the scene. Our hotel does not condone violence/threats,

and our first priority is to always keep our drivers safe. This issue was also conveyed to the Billings Police Department, so no further harm could be done.

Review: I signed up online for a room. The rate showed $67 per night. I initially signed up for 6 nights, but found I only needed be there 3 night. I was billed for these 6 nights prior to my arrival. At the time of check in, I was told that the difference between the charge and the actual amount due would be credited at the time of check out. I said OK, that was fine. I expressed my joy at finding such a good rate. He commented that I was in a King room. Not remembering the size of bed I had chosen (I had selected the cheapest rate); I said OK. Not once was I informed that there would be a rate change for my room. Had I been told that, I would have refused the room I was given and waited to check in that night; or gone somewhere else. I trying to discuss this I have been hung up, told not to worry, and been accused of not listening. I feel that this is some of the worse customer service I have ever received. I should have been told straight up that the rate was going to go up, not that the charge would be modified. I was led to believe he was talking about the credit I was to receive, not the rate of my room. Both my Manager and I have been hung up on everytime we have called to talk to them.Desired Settlement: I would like to have the difference in rate credited back to me.

Business

Response:

Dear Revdex.com,

Greetings from Western Inn Billings. This email is in reference to the complaint above. When the customer checked in she requested that her reservation is to be modified. Instead of staying for 6 nights she wanted to stay for 3 nights. We explained to the customer that the modification of this reservation will not be the same as extended stay rates. The customer agreed and we refunded for the balance. Please see the attached refund. Our company reservation and cancellation policy. Extra fees apply for kids over the age 10 years. We

do not charge a change or cancel fee, however Western Inn Billings

imposes the following penalty to its customers that we are required to

pass on.

Cancellation Policy: Cancel by 2.30 pm Local Hotel time at least 3 days

prior to arrival to avoid one nights cancel penalty charge. All the

reservations are guaranteed for 24 hours. If cancelled or modified later

or in case of a no-show, 100% of the first night will be charged. This

property makes no refunds for extended stays, no-shows or early

checkouts. Check in time is 4:00 P.M. and checkout time is 11:00 A.M.

Thank you for choosing Western Inn Billings, hope to see you soon!

Sincerely,

Reservation Manager

Please consider the environment before printing this e-mail

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Federal Confidentiality Laws (42 CFR Part 2 and 45 CFR Parts 160-164).

Any dissemination, distribution, or duplication of this communication is

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error, please notify the sender immediately at the email address above

or delete this email. But we still refunded the balance of $177.80.

If you have any questions please feel free to contact us.

Thanks,

Western Inn Billings

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9534334, and find that while this resolution is satisfactory to me; I aam not going to fight a hear-say issue. They did not explain any of that to me at the time of check in. And they told me the rate change was related to a room upgrade (which I did not request).

Regards,

Review: Called the Western Hotel at 1:52 central time on August 16th to reserve a room for Monday August 18th for a concert . When I arrived on August 18th was told I did not have a reservation for that day. The hotel made my reservation for the 16th and charged my credit card. She was extremely rude . I explained that the desk clerk must have made a mistake . I made the reservation for the 18th that is why I was there on the 18th. She explained that she stayed up until 2:00 a.m. waiting for me. The hotel had my phone number if they would have called me on the 16th. I would have explained they misunderstood and my reservation was for the 18th. I didn't have time to find a different room as my event was starting soon ,so I told her I still needed the room. The room was filthy,stained linens,greasy hand prints everywhere and a terrible smell. When I came home found some sort of beetles in with my clothes. So I was charged two nights for an unsanitary room because of the Western Inns error and given a dirty room as punishment for one of the employees having to wait up ,because they wrote down the wrong date.Desired Settlement: I want to be reimbursed for the 8/16/14 .I did not deserve a room for that night. My reservation was for August ,18 2014. The amount I was charged was $106.79.

Business

Response:

Dear Revdex.com,

Greetings from Western Inn Billings. This email is in reference to the complaint made my [redacted]. His original reservation was made for August 16, 2014 and on that night [redacted] did not arrive. The front desk clerk on duty on the night of the sixteenth did wait for his arrival until 2 A.M because she was informed that the guest would be arriving late. While she was holding this last room for the guest, she did deny service to several guests. Then on August 18, 2014 the guest arrived saying he had a reservation, when he did not. He insisted on paying for another room anyways because he said he had nowhere to go. That same day the guest was informed that the lobby locks at 11 P.M, and if he needs anything he should inform the office before then, but he disregarded this and came up to the front desk at 1 A.M. asking for sodas. The guest was up until one A.M and never informed the front desk clerk that anything was wrong with the room. Lastly, as a hotel we always send email confirmations to the guests, which includes their arrival date and departure date. This confirmation email also has a read receipt and it shows that [redacted] did in fact read the confirmation on the 16th. The guest read the arrival date of his reservation and he never called the hotel to inform us the date was wrong. In conclusion, we will not be able to reimburse the guest for the date of 8/16/14. If you have any questions or concerns please feel free to contact us.