Complaints

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Arrival date 3/23/2024 $141.85 I booked a hotel room at the Best Western in ****** through Hotels.com because they were a pet friendly hotel. My arrival date was on Saturday, March 23rd 2024 with a check-in time of 3pm.I arrived at the Best Western at 4:36pm with three small children and our family labradoodle. Upon arrival I was told at the front desk they did not have a room ready for me, nor did they know when they would have a room ready but they did know when they got a room ready they would be putting us on the third floor without a working elevator. I told them that was unacceptable and asked them why they didnt call me knowing they had these issues? They said they did call me so while standing there I checked my phone and sure enough had a missed call from them at 4:22pm but no voicemail. I told them couldnt believe they waited to reach me only 10 before I arrived when my check-in was at 3pm. The manager who was sitting around the corner peeked his head through the door jam stating since its past your 24 hour cancellation period we can cancel your reservation this one time giving you refund but you are going to have to call Hotels.com yourself to let them know with absolutely no apologies. I told him I made the reservation online and asked if he could please put me on the phone with Hotels.com, he refused telling me the phone number he had for them was for his use only, I would need to ****** the number which would be different than the one he had and he wasnt sure if I would be able to get through to them. By this time I was so upset I repeated back to the manager whom was still sitting around the corner peeking his head through the door jam so you dont have a room ready for us or a working elevator, you are not sure when a room will be ready and you wont even assist me to get in touch with Hotels.com to get a f****** refund? Well guess what the * bomb offended him so he refused to give me a refund at all even if I did get in touch with Hotels.com

  Business response

  04/14/2024

  It is understandable that emotions can run high in situations where refunds are involved, but resorting to aggressive behavior and physical violence is never acceptable. In the case of ************, it is clear that her actions were completely out of line and unjustified. As a customer service representative, I was in the process of refunding **************** money for her reservation made through a third-party website. However, her aggressive language and disrespectful behavior towards me only escalated the situation. Despite my attempts to explain the policy regarding third-party reservations and the time it would take to process the refund, she continued to use foul language and eventually resorted to physical violence by throwing a hand sanitizer bottle at me. In any circumstance, resorting to violence is unacceptable and should not be tolerated. While I understand **************** frustration, her actions crossed a line that cannot be ignored. As a result of her assault on me, I made the decision not to press charges but also chose not to refund her money due to her unacceptable behavior. In conclusion, it is important for customers to remember that respect goes both ways in any interaction. While refunds can be frustrating, resorting to aggression and violence will never lead to a positive resolution. It is essential for all individuals to handle conflicts with maturity and respect in order to find a peaceful solution.

*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. ↩