Americas Best Value Inn

Mr [redacted] ,Here we understand your issue and we always try to resolve that but here you booked the room with online portalAs per you say, you not receive any confirmation from online portal but we talk with online portal and they told when you booked the room they already send you your booking confirmation on your emailSo once you booked the room online then you should get confirmation online only.As per our policy, if any of guest not show up we have to charge the amount and in your case you booked Non-Refundable price so we have to charge full amount.We always try to help our all guest and sometime we went above and beyond our limit to resolve guest issuesBut unfortunately in your case you book thru online with non refundable price so here we pretty much can’t do anything We always help our guest in any situation and try to make them happy Hope you understand our side also and give us chance to serve you in futureFrom :America's Best Value Inn,1625, W.South Loop,Stephenville, TX

Complaint: [redacted] I am rejecting this response because: This is by no means a simple case where a consumer has requested that the business "Bend the rules" for themI have pointed out, and they have stated themselves, that a cancellation must take place online if the transaction took place onlineThe link provided to me in order to cancel a reservation was incorrectThe phone number and point of contact provided to me from the clerk was incorrectThere are also obvious discrepancies between the itinerary check in time and the businesses check in timeI pose a reasonable question regarding the legitimacy of a policy that is described one way online, and another by the businessThe response noted that it was 5:before she spoke to meThis is untrue as I spent over hours attempting to cancel my reservationThis is most clearly proven by the fact that she said her self that she spoke to me and provided me with a phone number once I reported that the link that was given for cancellations did not workAfter all that I went through in order to cooperate with their rules I was met with the response that “It is 5:now”That is absolutely ridiculous! The businesses response noted that there were rules in place for a reasonThat is trueHere I have clearly attempted to work within the boundaries of those rules in order to do right by the businessI have not been extended the same courtesyI would like to make clear that my chief complaint at this point is that I believe that the owner of this business is not only aware that there are issues with the business that he does with consumers online, but that he is knowingly and willingly disregarding fair businessI may very well have been burned by this businessHowever, it is my hope that through this process other consumers may be protected from predatory policies that take advantage of consumers who are working to conduct fair business as is spelled out in their own policiesFrom where I am standing it seems like an operation where a consumer attempting to cancel a room will still pay for the room as a result of obstacles in place and the owner is free to rent out a cancelled room for a second payment for the serviceFor this business to reply by saying, “We strive to make our customers happy and do what we can to help them in any way possible” is disingenuous at best.Thank you for all consideration paid by those concerned

Revdex.com spoke to Sheila at business and the following was relayed: The customer had already been told that if he had checked-out by AM we would not have charged him for the 2nd nightHowever, he chose to go spend the day at [redacted] *** and returned at 4pm, after check in where we would have staff to clean the room and make it availableThe customer then called the police and by the time they left it was pm

We didn’t charge them anything All we did was authorize the $10, not charge anything They paid cash Our policy is that we authorize the card for the $to make sure it is a good, valid card, if they pay cash I am showing that they had the money refunded back to them, showing they were not charged anything

see attached

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 Regards, [redacted] er I would like a copy of the bill provided to you along with the name of the business and the name of the employee that inspected the room

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

Dear MrDonald [redacted] ,Today we did receive a called from you and [redacted] .com/ [redacted] Customer Service regarding your caseAnd as we've told you over the phone, we did not received any cancellation for your reservationsSince we did not receive any cancellation, we guarantee your rooms and declined people who need a room on that dayAs we explained to [redacted] .com/ [redacted] Customer Service, all the Front Desk could not cancel a reservation that came through 3rd party broker, because we have a different system, so all cancellation must be make to the original Travel Agent company system, which is in your case must through [redacted] .com/ [redacted] .If you claimed that you called the Motel direct on June 13, and leave a message, we could not retrieve any message because our phone system does't have feature to leave a message.Just an insight, there were plenty of time for you to follow up the cancellationWhen you made a reservations, and somehow you have a different arrangement, definitely you need to follow up right away, until you certain that first plan was being cancelled.Once again, we very sorry, that there is nothing we could do for the charged, because the charged will be remain.Thank you and have a great day!Americas Best Value Inn [redacted] ***

Complaint: [redacted] I am rejecting this response because: His statement are wrong, we had NO water pressure and the breakfast was cold and nasty...and yes the Carpets were NASTY, I think I wouldbe happy if he were to refund me at least $35.00,...this is the ONLY I would drop my complaint Sincerely, [redacted]

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

We have received complaint from [redacted] complaint ID [redacted] We are writing to you to inform you that this complaint is a and fraudulentWe haven't had a guest under this name at our propertyAll the information he has provided like his address or phone number is because that is the property's address and phone numberHis comments about the staff are wrongWe have all information you need regarding our employees and guestAll bed linens are washed daily and none are thrown away in the dumpster as the he statesEveryone that's staying at the property pays rent and nobody works for free rentHe has also done a trip advisor review of the hotel which is fraudulentOn his trip advisor profile he has done the same type of review to other places on the same day We would like for you to review this issue and contact us for any questionsNumber to best reach me is ###-###-#### or email at [redacted] Thank You, [redacted] ***

Dear [redacted] ,Thank you for contacting us about your reservation.Attached is a file that proveed your Travel Agent did not sent any cancellation to our systemSo, we never the received the cancellation notification.And for your information, we did not charged your credit card, even we do not have your credit card information.To us, you were a PREPAID reservation, which means, your credit card charged by 3rd party broker, in this case, OrbitzWe very sorry for all the inconvenience.Thank you and have a great day!

To whom it may concern,November, 26, 6I am writing in regards to complaint ID # [redacted] We would like to apologize for any misunderstanding and/or miscommunication between the consumer and our establishmentWe would never disregard any concerns brought to us by any of our guest When the complaint was received we contacted a professional exterminator to inspect said room, We were informed by the contracted exterminator that there were no bed bugs found but, we still proceeded to take measurements to sterilize the entire roomFor any other information, question comments and/or concerns please feel free to contact me directly at the number provided below.Jonathan S [redacted] Front Desk SupervisorAmerica's Best Value Inn I Host IncBooth Dr.Plattsburgh, NY 12901PH: ###-###-####FX: ###-###-####

In regards to ID# [redacted] First and foremost I would like to apologize for the inconvenience you experienced at our hotelI was made aware from the owner's son that he had to go into the garbage to retrieve items that were accidentally thrown awayI was attending a funeral and was unavailable to be at the hotel at that timeI was not aware of the error in charges.I have reviewed our credit card logs and the online reservations and processed a refund for the total amount charged which is the disputed amount of $to card # 9379.Respectfully, [redacted] GM

Revdex.com: I have r***ewed 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 r***ewed appear below.I am attaching two screen captures that show that I did in fact cancel this hotel roomOne of the captures shows that it was canceled on January at 12:PMless than a half hour after I booked itOrbitz only called this place of business on my behalf because I was not issued a refundThe room was already canceled at that point so they did not call for that purposeI am feeling very upset with this response as this room was clearly canceled right away and it is the business' fault for not leaving the room open to be rebookedI did the right thing on my end Regards, [redacted]

I did not receive the Sept response notification e-mail concerning my case It may have been due to the power outages in the area.I would like to reopen the caseWe still do not have marker or our refundThe proof does not meet the trademark standardsThank you.L [redacted] K***

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ To Whom it Concerns, This is a fraudulent complaintThe guest (Mr [redacted] ***) never complained about his room but did ask for a different roomWhen asked what was wrong with the room so we could address the problem Mr [redacted] responded with, "Nothing is wrongIt's cleanI just don't like it." So we had him look at another roomMr [redacted] said he liked the new room and it would work out just fine Two minutes after he settled into the new room, We received a phone call from PricelineMr [redacted] was demanding a refundI agreed to the refund and then told Mr [redacted] since he demanded a refund he needs to vacate the premises because we don't allow anyone to stay for freeHe agreed and gathered his belongings and left During this transaction, a woman claiming to be his wife repeatedly called the motel making unfounded, untrue and irrational claims about this propertyThis person was not and had not been on the property at anytime, before, during or after our transaction with Mr*** After Mr [redacted] left the motel, this same women continued to call but now had became incoherent due to the volume of screaming into the phoneI tried to listen to see what was the problem but couldn't make out what she was sayingI therefore disconnected her calls because she wasn't making it possible for me to understand what she was saying and also because she was not the person on the reservationI have other paying customers to attend to and other business to take care of here at the motel About minutes after Mr [redacted] left, the police arrived because of a complaint from this same women to the police departmentWhen I asked the policeman to tell me exactly why he was here, he responded, " I really don't know whyAll I could understand was there was a problem with the front desk and kicking someone out." I explained what transpiredHe said he understood and it seemed like everything was fine and then he left In my estimation, this women called over times throughout the remainder of the day and through the night into the wee morning hours of the next day The Health Deptdid come out to the property the following business day and found NOTHING wrong with our motel For any other questions or concerns feel free to contact me [redacted] (manager) [redacted] @yahoo.com

To: - Revdex.com Corporate OfficeI Recieved a letter from youI read itAlso I am sending you the letter copy rooI want to tell you - we do not found any roaches in the roomAlso I call the pest control medecine person, who give us montly serviceHe told me, he do not found any Roaches in the Room But he sprayed medicineFor service we pay themThe pest control person told me that if the door open and the Bug come in it is not our ResponsibilityThe guest should not left it open the Room doorIf the door open, Nobody can stop come in the bugAnykind Bug go in when door openThe kind of people use the room and they want to stay free too.-Thank You-Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This matter was discussed with [redacted] the night manager during our stay and he advised that he would relay this to the owner in the morningI would suspect from the response provided that [redacted] did not follow up with our complaintsI have also called [redacted] later the next day to ask for the email address to contact the owner directlyAfter emailing, we received no response what so everThis is what caused us to contact the Revdex.com to begin withThe offer to stay at America's Best again is not acceptable to my wife and IDue to the fact we where not able to sleep on the sheets provided, nor shower, nor enjoy the continental breakfast, we do not want to subject ourselves to this facility againNor do we wish to pay for another stay at this establishmentWe live out of state and it would not be feasible to expect a customer who was not satisfied to be asked to come back at further expense of time off from work and further expense at America's BestWe have stayed at much nicer hotels, newly renovated at half of what America's Best has chargedThis is not acceptable, this America's Best needs to be reviewed by the health department [redacted]

It was not stated that your money would not be returned we just need proof of cancellation, and the attachment is sufficeYou also need to understand that when you book using a third party site they take commission from usWe need to provide to them with proof stating they are in agreement with a refund, as each site has its own procedure In the future, it maybe in your best interest to book directly with a hotel as they provide the best communication for booking and cancellationsIt is standard hospitality procedure that when a guest uses a third party reservation site all communication is to be made through them, this includes requests, revisions and cancellationsIt is also in the guest's best interest to read the fine details prior to booking with a website to ensure they are aware of all of the procedures and informationA refund has been processed.Thank you