Best Western Plus

We have refunded this guest already

Complaint: [redacted] I am rejecting this response because:For some reason this manager keeps sending the same generic letter they must send to all quests that they "alledgely" claim smoked in the roomThe issue is I would accept the charges if they were accurate but I am a non smoker and I did not smokeOf course I signed a copy of paperwork in advance if I smoked in the room the consequences however I did NOT smokeI'm allegeric to the smell of cirgarette smokeShe states that a housekeeping staff member which was not a part of management verified it, however no management team member nor did the staff member responding to this complaintI told her I travel in my position 85% of the time and belong to Best Western Rewards and to check my history and I have never been accused of suchI am looking for a 100% refund because the charge is invalid Sincerely, [redacted]

MIKE IS TOTALLY PROFESSIONAL HE & HIS CREW DID AN EXCELLENT JOB & CLEANED UP AFTER THEMSELVES ROOF LOOKS BEAUTIFUL VERY HAPPY

Date: 2/23/Comments: We received a chargeback notice saying he had paid cashI responded with the receipt and registration card I am attaching here for you as well, it shows him registering for the room and his folio (receipt) paying cash for night in the amount of $108,With Chris, who is the only male who was employed at the front desk at that time (12/15-18, 2016)Then that he was billed $on his credit card at checkout which is signed by what looks like his signatureThis is why his credit card company reversed the chargeback,His original reservation was cancelled and reinstated by the night auditor because the credit card he guaranteed it too declined, nothing shady here just our policyI have asked to describe the male who checked him as he said it wasn't the only one working for us at that time and the signed receipt the computer generated shows him checking out with a woman employee.He e-mailed me a copy of a receipt that clearly has been changed (page 4)I sent him a copy of the one l enclosed and asked if he could explain how it has his signature on it? I didn't hear back from him.l also told him that since all our systems balanced and paperwork checked out I couldn't give him a cash refund.Thank you, Thomas KGeneral Manager

Initial Business Response / [redacted] (1000, 9, 2016/07/25) */ As for our response: We at the Best Western Plus Palm Desert Resort take every complaint seriouslyAfter being told by the guest the problems with the room, we provided compensationWe felt that the compensation provided was fair and we did try and offer the guest to move rooms, but the distance from his current room was to far for them to want to moveWe apologize that the guest did not feel this was satisfactory enough and are always looking to make sure the guest experience is a great one [redacted] Assistant General Manager Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not satisfied because they are lying when I told with the person in the front desk she just said ok I'm gonna send someone to check so when the person when and saw the animal he was laughing saying is just a roach and told him well I'm paying for my room so you guys need to be more careful and fumigate those rooms so I as to speak with the manager and it wasn't available so like they said they offered me another room is just a lie for me was to hard to get another hotel because all the hotel around the city was booked so that's my concern I can't believe they are saying they offer me another room

The man is is very condescending and has a very bad attitude; had contacted him for a rain gutter job on my story Gloversville home giving him all the specifics over the phone and asking to please meet me there, instead he calls back days later with a quote from the wrong house but says actually he can do it for $more but only if he can do it promptly the next day at 8AM Saturday morning take it or leave itReluctantly agreeing he shows up with contract in hand but before signing I asked him what he was going to do with no fascia to attached the gutters to he then asked if I had ever installed rain gutters before which I replied yes, he then said "then good do it yourself I have a reputation to maintain" and immediately drove awaydrove off

Attached you will find an apology and a check for $that was sent to Ms [redacted] to detail her vehicle.AS stated in her letter, unfortunately we do not know exactly what happened to her carHowever, it is our best guess that because her car was very dirty & dusty it may be a result of the climateThis time of year in Southern California, we have what is often referred to as June gloom or morning fogThe moisture in the area, in addition to a dirty car causes the dirt to have the appearance of mud or water Spots, etc.Regardless, we are sure a good detail would clean Mrs [redacted] 's vehicle to her satisfaction.Thank you

Mike P [redacted] installed a roof on my home today and I found Mike and his crew to be very professional Mike completed everything that we agreed upon in the contract, spent time with me during the process explaining in detail some of the processes that he uses and why it's beneficial to me I would highly recommend his company to people I know!

Dear *** ***,Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectationsYour satisfaction is important to us and we will be using the feedback you gave us to implement
improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. If I can provide any assistance, please don't hesitate to contact me directly at ***

Business Response to a Complaint
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Complaint ID#:
***
Company Name:
Best Western Plus
Company Contact:
*** ***
Company Phone:
8***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
The guests' reservation was canceled several days before his arrivalThe guest arrived and did not have a reservationWe only had one room left due to the convention and the rate was higher than the guest wantedWe offered the guest that roomHe became belligerent and was using obscene language with our staff throughout our attempts to assist himNo one, but the guest, would have been able to cancel his reservation due to the verification of information that must be providedIt was after the guest used profane and threatening language that we told him he would need to leave the propertyHis fellow co-workers (whom also booked under the discounted rates and stayed at our hotel), were apologetic for his behavior and said he is frequently rude to others when they travel, if he doesn't get his wayIt was not our desire for the guest to not have a roomWe understand how challenging it would be to be in the situationWe did attempt to come up with a resolution, but it was not desirable for the guest
Sent on: 4/1/3:50:PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My issue with this response is simple. my car WAS NOT DIRTY when we arrived at their hotel. The hotel refuses to take responsibility for the damage caused, or apologize for their poor attitudes or handling of the situation. Not once did anyone say I am so sorry this happened, even if they couldn't explain why it happened. Some compassion for literally destroying my brand new car. As I mentioned, my car was exactly week old when this happened. Yes, we received a check for $to get the car detailed. We also had to pay and additional $to make the car look like new again. It's very disappointing that they care so little for guests and their guests property. How dare a hotel charge for parking, and not take responsibility. I mean, had my car been broken into, that's completely different. I get that. But what happened to my car was clearly caused by a person. My educated guess, is that it was caused by the guy laying carpet and painting the rooms doors down from us. Of course he had to clean his brushes and paint that was splattered on the ground near my room and hotel. But the hotel didn't even acknowledge that they had someone doing repairs or remodeling to their rooms. Whatever. I am so done with this hotel.
Regards,
*** ***

Here is the bill the hotel gave me It is a PDF...if you still cannot view it please provide an email address or another way to send it to you

Complaint: ***
I am rejecting this response because:For some reason this manager keeps sending the same generic letter they must send to all quests that they "alledgely" claim smoked in the roomThe issue is I would accept the charges if they were accurate but I am a non smoker
and I did not smokeOf course I signed a copy of paperwork in advance if I smoked in the room the consequences however I did NOT smokeI'm allegeric to the smell of cirgarette smokeShe states that a housekeeping staff member which was not a part of management verified it, however no management team member nor did the staff member responding to this complaintI told her I travel in my position 85% of the time and belong to Best Western Rewards and to check my history and I have never been accused of suchI am looking for a 100% refund because the charge is invalid
Sincerely,
*** ***

*** *** was charged a fee because she smoked in a nonsmoking roomWe had three different employees witness the situation and smelled itWe even had a couple guests complain as it lingered into the hallwayMs*** did sign off on an agreement that if there was smoke found, she would be
chargedShe contacted Best Western corporate about the issue as well and the charges will stand

Complaint: ***
I am rejecting this response because: I am a NON-SMOKER, and NEVER smoked in my life! If this is a non-smoking hotel like they claim..Then WHY are there smoking receptacles right by the doors?? The hall I stayed in had one out the back door!! Are they there so they can say that someone was smoking down that hall because of the second hand smoke drifting down the hall? Just so they can put a SCAM CHARGE of $on your bill?? If you look, there are page after page of complaints on Best Western about this bogus smoking charge of anywhere from $200-$!! I want to see a itemized statement of all the so-called deep cleaning of a room that was never smoked inI also want pictures or solid proof that there was smoking in that room!! I have requested these things from Best Western and have yet to receive GOOD,SOLID, PROOF of anything! I would think that a hotel that adds SCAM charges on a person's bill would at the least, cover their credibility by providing PROOF!! Here are a few ideas for Best Western..1-- Post a clearly-visible sign in each guest room that reiterates the smoking policy and additional room rate for any violations. 2-- Maintain a log of custody for each guest room that notes the precise times that hotel employees interacted with the room. 3--Before seeking to collect the higher rate for a smoking policy violation, ensure you have acquired reliable evidenceThis can include witnesses (preferably several), used cigarettes in guest room waste receptacles, and/or tobacco residue in the room (accompanied by a cleaning record that dates the residue)
I am again requesting my $back for this bogus charge or $toward a stay at a Best WesternI am also considering consulting a attorney, in order to start a class-action against Best Western for their inability to stop this scam!! Sincerely, *** ***

Upon check out the guest left and the housekeeper checked the room and could smell smokeThe lead house keeper also entered the room and there was so much smoke the lead house keeper leftThe front office manager, who is a smoker, checked the room and confirmed itWe called the guest and they
returned but refused to go back to the room

*** *** was charged a fee because she smoked in a nonsmoking roomWe had three different employees witness the situation and smelled itWe even had a couple guests complain as it lingered into the hallwayMs*** did sign off on an agreement that if there was smoke found, she would be
chargedShe contacted Best Western corporate about the issue as well and the charges will stand

The housekeeping staff at this hotel stole from meThey didn't reimburse me at the front desk for what was stolenHowever they later called back after I told them to keep their housekeeping staff out of my room to tell me that I had to be out of the hotel by happy hour on a prepaid reservationThey lied and said they did not have a room for me tonightDo not do business hereLiars and thieves on staff! however they later call back after I told them to teeter housekeeping staff out of my run to tell me that I had to be out of the hotel buy happy hour on a prepaid reservationThey lied and said they did not have a room for me tonightDo not do business hereLiars and these on staff!

Initial Business Response /* (1000, 9, 2016/07/25) */
As for our response:
We at the Best Western Plus Palm Desert Resort take every complaint seriouslyAfter being told by the guest the problems with the room, we provided compensationWe felt that the compensation provided was fair and we did
try and offer the guest to move rooms, but the distance from his current room was to far for them to want to moveWe apologize that the guest did not feel this was satisfactory enough and are always looking to make sure the guest experience is a great one
*** ***
Assistant General Manager
Initial Consumer Rebuttal /* (3000, 11, 2016/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not satisfied because they are lying when I told with the person in the front desk she just said ok I'm gonna send someone to check so when the person when and saw the animal he was laughing saying is just a roach and told him well I'm paying for my room so you guys need to be more careful and fumigate those rooms so I as to speak with the manager and it wasn't available so like they said they offered me another room is just a lie for me was to hard to get another hotel because all the hotel around the city was booked so that's my concern I can't believe they are saying they offer me another room

See attached