Complaints

• Initial Complaint

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We booked a hotel room a few days in advance and then our credit card was hacked. When we showed up to the hotel they had canceled our room without calling or emailing. They eventually figured it out and put us in another room. The room was gross, hair left on the toilet, overall felt grimy. The hot tub and pool had used bandages, debris all around them. There was a sign that said to ask about gluten free options at breakfast but no one was around. Then to top the cake our new credit card was hacked and wed only use it at the hotel. In the end we were charged more than the original booking. It was very disappointing all around.

  Business response

  07/20/2024

  Dear BBB,

  These claims are inaccurate. The guest made a reservation online and they had a declining fraudulent credit card on the reservation. I tried calling the guest for the past 4 days before their arrival date at our hotel. I left three voice mail messages asking them to call me with a valid credit card. They never called us back with a valid credit card to hold their room.

  The day of their arrival we saved the room until 6pm. The reservation was cancelled because their credit card kept saying fraudulent. The didn't arrive until after 8pm. We reinstated their reservation, and they gave us a valid credit card. They were upset because they had to pay for the extra 2 adults they brought, they had a total of 4 adults in the room and they brought a dog with them. They didn't feel they should have to pay a pet fee.

  The room they checked in was totally clean and their claims are a lie. Plus the breakfast we offer our guest is complimentary at no charge. We have gluten free items for our guest in the breakfast room, sausage and bacon, eggs and different bread and cereal options.

  Their claims are false and there will be no refunds. I checked the guest out myself when they left and they said they had a nice stay.

  Sincerely,

  ******* Points

  General Manager 

  Best Western Plus McCall Lodge & Suites

  Customer response

  07/24/2024

   
  Complaint: 22017548
  
  I am rejecting this response because:

  i showed the front desk proof of no calls/voicemails from them. He even stated he was sorry they didnt call but thats what the notes said.

  We booked the room on the 11th, card # was changed on the afternoon of the 12th, we checked in on the 13th. 
  

  Yet youre saying you called for 4 days when our reservation was only made 2 days prior to arrival. Ill be nice here and say that maybe you have us mixed up with another situation???
  

  Room and pool were gross. Thats a fact. Not sure why they are trying to say otherwise. 
  

  Ill take this to corporate if I have to and up any chain needed.  Weve been nice about this and kept it off public reviews at this point.
  

  We were charged more than originally quoted, our room was canceled without warning and the facility was gross. Facts! Dont try to back pedal, customers should be treated with respect and this place clearly does not respect customers.  Your response to this claim is proof in itself of disrespecting customers.
  

  Weve been long time Best Western customers and have never been treated so badly. 
  

  Our card was hacked again after using it at your hotel which is a fact you didnt respond to. This is messy. 
  

  Own up to your mistakes and make this right.

  Sincerely,
  
  ***** & *************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deceptive billing practice.I paid for a 'non-refundable' room through Best Western's website on Thursday February 16 for the same night (1 night) for $256.66 for myself and one service animal. The hotel advertised itself as 'pet-friendly.' I have stay numerous Best Western hotels and they have never charged me a pet fee. I currently have the highest membership level, Diamond Select, that Best Western offers. After checking into the hotel later that day, I noticed an additional charge of $42.80. This charge was not part of the online charge and the online confirmation of the billing charge did not indicate any additional charges, or the amount of those charges. After noticing the charges, I reached out to the manager on duty, *******, in an attempt to resolve the spurious charge. She refused to refund the amount.I feel this charge is deceptive. Why were these charges not included in the billing? Had I been made aware of the additional charges at check in, and I refused to pay them, would I have been refunded the charge of $256.66 for the 'non-refundable' booking. I don't know, but after my interchange with the manager, I highly doubt it. Something needs to be done about this (please).

  Business response

  03/02/2024

  Transaction Date: 2/16/2024
  Dispute Amount: $42.80
  Card Holder: *******************
  
  Regarding the above case number,the charges for the amounts in question of $42.80 the charge is correct. The guest ******************* made his reservations on February 16, 2024 for a pet friendly room for 1 night, and was aware of the $40.00 + tax =$42.80 pet fee sent to him by email a confirmation letter. He arrived that evening to our hotel with an arrival date of February 16, 2024 for 1 night. Upon arrival ************** signed the registration card which clearly states in the highlighted section: Pet Policy- There will be a $40.00 per day additional charge. He signed the registration card and the Pet Policy agreement that shows there is a pet fee if you bring your dog.
  When he checked out in the morning he let us know that he didnt think he needed to pay the Pet fee, for his dog, since he is a Best Western Diamond Member. We informed that he would still be paying the pet fee and showed him where he signed everything and was fully aware.
  He said that he would just dispute with the credit card company, because he shouldnt have to pay a pet fee.  I informed him that the charge will still stand, and he will pay the pet fee; since he brought his dog.
  
  If you have any questions,please feel free to contact me at ************.
  
  Sincerely,
  
  ******* Points
  General Manager
  Best Western Plus McCall Lodge and Suites
  ******************** | McCall, ID *****
  Phone: ************ | Fax:************
  Email: ********************************************************
  

  Business response

  03/02/2024

  As you will see on the attached documents the guest was fully aware of the pet fee for his dog when he checked into the hotel. He signed the documents and received his doggie goodie bag.

  Business response

  03/02/2024

  As you will see on the attached documents the guest was fully aware of the pet fee for his dog when he checked into the hotel. He signed the documents and received his doggie goodie bag.

  Customer response

  03/16/2024

   
  Complaint: 21337532
  
  I am rejecting this response because:

  The response was a mischaracterization of the conversation that I had with the business employee. I indicated to ******* that I was a Diamond member not to suggest that it should afford additional considerations, but only to back up my claim that I have stayed at NUMEROUS Best Western hotels and have never been charged a pet fee. Instead of listening, she continued to rudely speak over me and tell me that I was wrong and that "all Best Western hotels require dog fees." Additionally, she did not address the main part of my complaint about deceptive online pricing practices that the McCall Best Western Hotel engages in.

   

  I would humbly request that the person reviewing this complaint:

  1. Call a few other Best Western hotels in the area and inquire whether they charge pet fees and if online vs at-hotel bookings result in additional charges.

  2 Try going to this hotel's webpage and book a "Pet Friendly" room less than one week in advance. The website is: ************************************************************************************************************************************************************************************************************** and trial booking a room.

  Specifically, notice that only 'non-refundable rooms' are offered and that no charges are displayed on the online billing invoice. Additionally, no specific additional pet charges on arrival to the hotel are disclosed on the webpage. Had I declined to pay the pet charges, I would not have been able to recover the initial $256/nt charge for the room since the non-refundable and had been left without a place to stay. Let me again state that the room on the company website is advertised as "Pet Friendly."

  3. I was never told there was a charge. It is true that I did not review the pet form that I signed upon arrive; however, the employee that checked me in (not *******) did NOT mention anything about a fee. With the exception of the line stating the fee (which appears in the documentation submitted by *******), the sheet appeared identical to all others that I have signed at other non-charging pet fee Best Western hotels (basically, "don't leave your dog unattended" and "you will be charged for any damage associated with your pet", etc). Additionally, this form was presented at the last moment when I had no options. Why was this form not presented at online checkout before I paid for a non-refundable room? It's 2024 for God's sake. This is all so shady.

  Best Western McCall really needs to tighten up their billing practices and improve their customer service.
  
  Sincerely,
  
  *******************

*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. ↩