Best Western Plus

Our company has received a lot of calls from [redacted] trying to resolve the issue of thewrong credit cards being charged. My first personal interaction with [redacted] was on March 30.She called and stated that her sister had booked three rooms with her credit card, but for eachroom the person staying...

In the room was supposed to give their own credit card. This wasdone, however the wrong card was charged on all three rooms. I empathized with the guestand told her I would correct the cards and make sure her sister got refunded. She stated thatthat was not good enough and that she wanted one of the rooms to be free. I told her I did nothave that authorization so I gave her the email address of our general manager, who happenedto be on vacation at the time. She then sent our GM some pretty nasty emails about thesituation. After talking to the guest I refunded the card that was not supposed to be chargedand charged the correct cards on all three reservations. I also gave refunds totaling in $60. All ofthis is shown in the receipts that I have sent in this fax. I have also included proof that she hadtalked to best western on several accounts after I had already refunded the guest and theemails that she sent to our GM. It seems like she is just not happy with the bank taking a whileto process the refund, which we have no control over. We feel that we have taken care of thisguest as best as we could and would like this removed from our record.**Please see attached.

Dear [redacted],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 expectations. Your 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 [redacted]

Date: 2/23/2017 Comments: We received a chargeback notice saying he had paid cash. I 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 1 night in the amount of $108,99. 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 $242.78 on his credit card at checkout which is signed by what looks like his signature. This 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 policy. I 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 K. General Manager

The man is is very condescending and has a very bad attitude; had contacted him for a rain gutter job on my 2 story Gloversville home giving him all the specifics over the phone and asking to please meet me there, instead he calls back 3 days later with a quote from the wrong house but says actually he can do it for $175 more but only if he can do it promptly the next day at 8AM Saturday morning take it or leave it. Reluctantly 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 away.
drove off.

Thank you for your feedback regarding your recent stay at our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. At Best Western we strive every day to provide superior customer service. I am sorry we were not able to do that for you. We will use...

the feedback you gave us to implement improvements to ensure we provide a better experience in the future. Because we did not provide you with the service you deserve, I have authorized an immediate credit to your card account in the amount of $358.31. I hope you will consider staying with us again so that we can have another chance to provide you with exceptional service.

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

Initial Business Response /* (1000, 9, 2016/07/25) */
As for our response:
We at the Best Western Plus Palm Desert Resort take every complaint seriously. After being told by the guest the problems with the room, we provided compensation. We 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 move. We 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 /* (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

This
guest checked into our hotel 3/31/17 and out on 4/1/17. The night of 3/31 my
front desk agents received complaints of smoke smell from guests walking
through the hallway as the guest was on the first floor. My agents went to the
room, as this was the only guest in the area, when the guest...

opened the door the smell of smoke
came out of the room. My agents then informed the guest of our $200 fee for
smoking and left. When the guest checked out we found evidence of smoking in the room and charged the smoking fee. The room had to be deep cleaned and was
taken off line for several days to ensure we took care of any evidence of smoking in the room. Please let me know if  you have any further questions.  I can be reached at ###-###-####.

The room was not cleaned for 2 days. I went into the room and could hardly walk into it due to shopping bags and suitcases throughout. There was also a third person that was not part of the original register that we did not charge and provided a roll away bed.

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!

My name is [redacted] and I am the General Manager for this hotel.  I was contacted by my front desk clerk when this issue arose at our hotel.  At the time of checking in, they did not bring in the dog nor stated anything about having a dog.  We only knew about the dog when another...

customer called our front desk to report a dog barking in the room next to him.  We tried contacting the guest by phone who had gone out to dinner.  When they returned, we told them about the dog. There are signs clearly placed that if a dog is brought in, there is a charge of $250.  We have to do a very highly-detailed cleaning of the room once a dog has been in it due to other guests being highly allergic.  They told us they would put the do in the car and we told them that they could not leave the dog in their car on our premises.  They had to leave with the dog since we do not allow ANY pets in the room.  We are 100% smoke free and pet free.  The guests left and they were charged $250 plus the stay of the room.  The guests checked in at 6:30pm and then 10:42pm checked out at  They were not thrown out at midnight.  I am refusing to pay any refund.  This is our policy and it is clearly displayed at our hotel and on our website.

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

I am in receipt of the March 4, 2015 letter regarding Ms. [redacted], ID of [redacted].We show the following to be true:1. Ms. [redacted] booked a reservation using [redacted]####. Her rate she agreed to was $95.96 plus $8.64 taxes=$104.60.
2. She checked...

into our hotel at 2 p.m. and we got authorization for her stay on [redacted]####. Per the notice that we have posted at the front desk, a credit card authorization will stay on the guest credit card up to 14 days if not used, (See Exhibit A) 3. Upon check out at 1 a.m. the next day, per Anthony the night auditor, Ms. [redacted] asked to use a different credit card [redacted] “####. He claims to had no conversation with her regarding a declined credit card. She indicated she gets a better rate on [redacted]. So, Anthony took [redacted] off and charged [redacted] Card.
4. Ms. [redacted] checked out at 1 a.m. before night audit had ran room and tax and the night auditor by mistake charged Ms. [redacted] $104,60 plus $9.42 in taxes = $ 114.02. The [redacted]#### was charged $114.02. The night auditor tried to correct by adjusting [redacted] and then posting [redacted] by $9.42. (which did not correct the error)
5. The manager the next day corrected the mistake by adjusting room and tax and [redacted] “#### by $9.42. (this corrected all mistakes)6. Ms. Chihoskie’s [redacted] would have had an authorization on it, not a charge.
Ms. Chilhoskie’s [redacted] #### has a charge of $ 114.02, a credit of ($9.42), a  charge of $9.42 and then a credit of ($9.42). The net amount that Ms. [redacted] was charged was $ 104.60. Which is the amount she agreed upon when booking her reservation. (see Exhibit B) -
In her complaint she indicated that she never spoke to a supervisor. However, I personally tried to explain and apologize to her about the accounting error. I realize that this paperwork might seem confusing. Ms. [redacted] kept saying she only used the room for a couple hours however from check in time at 2 p.m. until check out time at 1 a.m. constituted being charge the full room and tax rate as she agreed to upon checkin (See exhibit C)
If Ms. [redacted] can prove that her net charges are more than $ 104.60, then she should follow proper procedures and dispute with her credit card company to resolve this issue.
We do apologize for the confusing in the billing. However, we feel that we provided a hotel room for Ms. [redacted] and she was properly charged in the end.
We appreciate your time and effort to resolve this issue for us. If you have further questions, please feel free to call me at ###-###-####. -
Sincerely,
Nicholas Hetherington
General Manager

Attached you will find an apology and a check for $250 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 car. However, it is our best guess that because her car was very dirty & dusty it may be a result of the...

climate. This time of year in Southern California, we have what is often referred to as June gloom or morning fog. The 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.

We have refunded this guest already.

Review: I booked a room (a very specific room choice) through Priceline at this hotel. Upon arrival the hotel said "Priceline" made a booking error and did not book me the room description. They charged me to upgrade room. Upon check out I was refused a receipt and told it would be emailed to me. I tried for a week to get the reciept from the manager, and an additional week with Best Western Corporate trying to get a receipt on my behalf. I went to Priceline, and manager told them (in error) we had 5 people in our room, the hotel room was available but we had too many people. If this is the case, why did we only have to get a second room for the first two nights and then the remaining 6 nights we were able to go to correct room (but had to pay an upgrade fee). Also, this hotel put double holds on our cards. We disputed with the bank, and asked the manager to send in a release of the second hold. She never did it. We had to wait 30 days for the hold to roll off.This manager is trying to cover something up. Either she made a mistake and booked the wrong room (Priceline promised me a room with a sofa bed and upon check-in [redacted] at the front desk said that was not what was booked (and at the time, there were only two of us there so they can't say we had 5 people)) and is trying to cover it up, or she is purposely booking a lower room and then charging people to upgrade to the room they booked through Priceline (to make her hotel more profitable?).I heard several other customers at the front desk complaining about random charges on their cards, being charged extra fees, etc.Desired Settlement: I want a refund of the $459.90 in upgrade fees I paid. Either from the hotel or Priceline. Priceline had approved my request and then she denied it and made up this story about 5 people. I am able to provide written letters from family and friends that they can verify we did not have 5 people on our trip. We had four, but we were told that was not the issue by [redacted]. We were told that the issue was that was not the room held for us. Plus the correct room ALLOWED 4 people.

Review: I stayed with the best western during my visit to Anaheim. They placed a 100$ hold on my credit card. Upon returning home there was a 20$ charge to my card. Confused, I called the front desk to ask what the charge was, because we had used nothing in the room that would amount to 20$. The front desk clerk told me that there was a stain on a hand towel that could not be removed. The towels we were provided did not cost anywhere near 20$. I have better towels at my house that didn't cost anywhere NEAR 20$Desired Settlement: The towels we were provided did not amount to 20$. I would like a refund. If not a full refund a partial one.

Review: The hotel accused there were stains on the towels after we checked out. They charged us $75 dollars without any advance notice. I only knew this issue until I received my credit card slip (three weeks later)

We called hotel to provide any proof or avidence. They didn't.

We called the hotel and the customer care of Best Western.They don't solve my issue.

We did NOT damage the towels.

Actually it was a pleasant stay, I even wrote a 5 stars review on [redacted]. We are really unhappy of this.

-Is it legal to charge me without any notice?

- Is it reasonable that 3 towels costed $75?

The hotel said there is a written policy. Dose that mean they can take my money without any words!Desired Settlement: I need them to refund the money.

Review: I was a guest at this hotel on Friday, Sept. 12, 2014. I checked out of the hotel on Saturday morning, Sept. 13, 2014. At 8:09pm on Sat. Sept. 13th, this hotel charged my card for an additional night. I was unaware of this until the next morning, Sunday, Sep. 14 when I got my daily account balance alert. I immediately called the hotel and spoke to a woman by the name of Jennifer. She acknowledged the mistake and stated that she was reversing the charge and releasing the $115 that the hotel had mistakenly charged me. Two days later on that Tuesday, Sept. 16th, my money was still not back onto my account so I called the hotel again. Once again I spoke with Jennifer whom stated that she thought she had released the funds but would be informing a member of management about the situation so that they may get my $115 back to me. Thursday morning came around which was Sept. 18th and I still had not heard back from the hotel and I still did not have my money. I called my bank who once again informed me that they had not gotten any authorization from the hotel to release these funds back to me. I called the hotel again and this time spoke to Joann who stated that she would be speaking with the General Manager, a Mr. Vick P[redacted] so that he can correct the situation. She stated that she would called me back once he did. I never got a return phone call so I called back later that day and spoke to Rich. He put me on hold and came back a few minutes later to inform me that Mr. P[redacted] stated that he hadn't had the time to address my issue. I then called Best Western Customer relations and filed a formal complaint. It is now 9 days later and this hotel still has not corrected their mistake and gotten my money back to me. There has been no apology made to me from management or anything else to show that they are sorry for what has been done.Desired Settlement: I would like my money refunded to me as well as hotel points equal to 9 nights free stay at any Best Western (because I will never stay at this one again)which is the total of days thus far that has passed that this hotel has not released my money back to me.