Complaints

• Initial Complaint

  26/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a reservation for a Queen suite from July 25 to July 26 checked out at 11:00 am on the 26. The night of when I arrived with my husband to the hotel we got into an argument which was not load or destructive. I had went outside to get some space and when I came back up he had locked me out of MY hotel room. I stood there for about 15 minutes knocking lightly and talking to him saying open the door and if you want space Ill grab my bags and leave. He had raised his voice and i had knocked multiple times. One person ( that was right beside us in another room) came out and asked if we could be quiet. The manager called the cops even after I had said he opened the door and it was resolved. The police came talked to us and decided everything was ok and we were ok to stay at the hotel until check out time. When I checked out they said they were keeping my 250.00dollars for the damage deposit. There wasnt much notice made at all other then the few knocks on the door and if anything the police she called had made even more noise then we had. Nobody else was bothered its not like people down the hall complained only one resident beside us. There was absolutely no damage or missing items from the hotel room and I need my deposit back. Best western in Langley at **** ****** **** 

  Business response

  22/08/2023

  Our incident reports from staff, security and other guests have clashing details.

  A short sum up of the 5am disturbance.  There was a couple dispute and the gentleman locked the lady outside the room.   She continued to knock and yell.  One guest came out to ask them to be quiet, as another phoned the front desk.

  The front desk asked the gentleman to let her in.  He refused.  The staff warned if this does not stop they will loose their deposit.

  It did not stop so the deposit was forfeited and police were called.  Noise disturbance compensations went to the many guests that were awoken and very upset.

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