Best Western

I purchased a crewmember rate at the Best Western O'Hare for the night of 12/22/2019, and checked out on 12/23/2019. During that time, I purchased two cans of soda and requested that they be added to my room -- other than that, there should not have been any additional charges.

I inquired with the front desk about check out times, and as a frequent hotel guest, I know there was no damage to the room. It is therefore completely unacceptable that I was double charged for this stay. I called the hotel around 8 p.m. on December 27th to inquire about the additional $79.79 charged to my account. The employee I spoke with, Alberto, said there was only record of one charge for $82.00. He also said he did not have the capacity to reverse charges, and that the only one who did would not be available until Monday morning.

He asked that I call back then. Speaking with him required a very expensive international call, I also did not want to wait for something of this magnitude, so he kindly provided me with an email address for Danny ***, one of the hotel managers. He said that most emails were forwarded to Mr. phone, and that he would also leave a note with the morning personnel so someone would be able to quickly reverse the charge.

It has been well over 24 hours, and I have heard nothing. This may have just been an accidental charge upon check-in paired with the full charge upon check out, but it is not acceptable to be charged twice for a one night stay. I would like my money back.

When I arrived at the front desk late one night I realized that I had booked the hotel for the next day. I was tired and did not realize I had booked for the wrong date. The clerk on duty quickly realized that I had booked for the next day. A few days later I found out that they billed my credit card for both nights. Upon contacting the front desk about the situation they were nonchalant and advised that this was my problem and not theirs. I'll be avoiding this business forever simply because of the careless and insensitive attitude of the hotel staff.

Best Western advertises a 'Low Rate Guarantee' but refuses to meet their obligation under that warranty. https://www.bestwestern.com/en_US/hotels/discover-best-western/low-rate-guarante...⇄ />
My wife booked a two night stay at a Best Western in King of Prussia, PA (Reservation *** booked on 9-March-2019). She booked it online directly on the Best Western website, per the terms of the 'Low Rate Guarantee'. Following the booking on their website, my wife found the same room for $19/night less on ***.com and submitted the guarantee form on the Best Western website later the same day. As of the filing of this complaint, that better price ($80/night vs $99/night for a standard room) is still readily available on ***.com.

The form was submitted on the Best Western website, along with supporting documentation of screen shots from ***.com showing a 'standard room' available for the lower price, at the same hotel for the same stay duration.

Repeatedly, via an e-mail conversation, Best Western customer representatives Amy and Trish claimed they were unable to find the same deal on ***.com that my wife was providing details on via screenshots. Again, this deal is currently still available on ***.com

Customer care informed my wife they were neither able to process the guarantee, offer a refund or cancel our reservation.

Ever since I booked a night at a hotel with ***.com, I have been bombarded with fraudulent phone calls... They started out with offering me a free night's stay. When I ask them to remove me from their call list, they hang up. Now they are calling me about car warranties. The numbers keep changing and these are Americans on the line- NOT foreigners like the folks at ***.com claim. ***.com says these hotels were hacked, but I don't appreciate my information being given out or the ensuing harassment.