Complaints

• Initial Complaint

  10/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had an issue at the best Western surf city motel. I got the room on the ninth of the 9/19/2024 check out date was 9/23/2024 my wife had an accident on the bed so we pulled the sheets off the bed then we were out and about the hotel called as she said, we are going to take the hundred dollar deposit from you and then asked us if we were sick and I said no the lady then the lady said when you guys come back check in with the office we showed up later that day showed up at the office a young man working the desk said hes gonna be another $300 deposit so I figured we were good to go but they kept my $300 deposit plus the hundred dollar deposit I was not worried about the hundred dollar deposit. They already took the replace the sheets no big thing , but the $300 deposit theres no nation for that like to file this complaint thank you very much

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed at this hotel on August *****, 2022. After I checked out, they charged my card an additional $100, claiming that I "damaged" the sheets. They said the sheets were "ripped and stained" which is absolutely untrue. I tried to resolve the matter with the hotel/manager directly but they refused to refund me and my phone calls and emails went unanswered. I asked for pictures and they would not provide any. I absolutely did not damage their sheets. I believe this hotel is fraudulently charging guests for "damage" that did not occur, because there is nothing the guests can do about it.

  Business response

  09/20/2022

  Thank you for your letter. We have had a chance to review our guest's complaint.The additional $100 charge that was billed to our guest was due to a policy violation that she violated at the hotel. The guest stained our bed sheets during her stay, which we have multiple pictures as evidence.  

  However, at Best Western Surf City, we value our guest's business and satisfaction. As a courtesy, we would like to provide our guest a full refund of the charge of $100. The refund process will take 3-5 business days. If there is anything else that we can assist with, please let us know.
  
  Thanks again for trusting us with your business.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩