Complaints

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I booked a reservation here 4/9/2024 for one night at about 4:30pm with special requests due to my disabilities.Immediately , they tried to charge my card (which clearly states in my confirmation email that nothing will be charged until I arrive) I immediately called to see why that was and to confirm if they were able to accommodate my requests. I spoke with ***, who was very rude from the beginning stating I dont know who you are Well thats definitely not the way to ask! He then informed that they were not able to accommodate my disability requests and charged my card anyway. I told him, that wouldnt work for me and I needed the first floor because of my disability. Which I requested in the reservation. I feel like I should have been notified that they were unable to accommodate me instead of being greedy and immediately charging my card minutes after the reservation was made. Which clearly states they dont do until arrival anyway. *** was very rude and adamant about not giving me a refund. Considering the reservation was made and cancelled within 10 minutes, because the hotel couldnt accommodate my disability, Im sure business wasnt affected and its only reasonable to issue a refund. $200 and I never even step foot in the hotel is clearly keeping my money for total profit at this point. Not even a partial refund was offered. Absolutely nothing. I am a rewards member and have spent so much money at this hotel , which hurts the most. Totally unprofessional, vindictive, sneaky and bad for business.

  Customer response

  04/30/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Best Western Westbank regarding complaint ID ********.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 3/21/2023, I received a text message on my personal phone stating that the motel had received my check in request and to report to the front desk to pick up my keys upon arrival. I did not book a reservation with the motel so I sent an email to the motel's reservation line out of concern that my identity might have been compromised. I have never been apart of a system glitch such as this so I was alarmed as my identity has been stolen once before. My mother also reached out to the ********* phone in which a clerk informed her that the manager would call her back to discuss the matter with her directly. My mother confirmed that she never received a follow-up with anyone at the motel. However, I received a response from *********************************, the general manager at the motel. She stated that they thought it was a system glitch and they were looking into it. I asked her to follow back up with us and to provide the findings to their investigation but never heard back from anyone. Neither did she respond to my request for feedback.On 3/31/2023, I emailed the reservation line again and informed them that my mother nor myself had heard back from anyone regarding this concern and addressed various other issues that occurred during our stay but the manager only addressed the ***** infestation, loud noise, and uncompleted maintenance request. She never addressed why she did not follow up back up with us regarding the suspicious text message we received. She simply stated, "I apologize that you did not enjoy your stay with us. Unfortunately, in todays world, technology does have glitches." At this time, we are not confident that it was simply a glitch as if it was one, we feel that our concern would not have been ignored with no proper follow-up and resolution. We also feel that the motel's lack of concern for our issue unfairly intervened with being able to determine if my identity has been comprised.

  Business response

  04/13/2023

  This complaint has been addressed multiple times. The guest contacted our hotel directly through email.  She also contacted Best Western Corporate directly.  ********** the guest was addressed about her concerns.  However, she is not happy with the reply she is receiving.  This guest security was never compromised.  She used our pre-registration platform prior to her arrival.  She was sent an email just like she received again.  Once you use that platform, it will send you an email once the front desk closed out your account after you check out.  Never was her identity compromised- but rather she received an email from the platform she chose to freely use to pre register.  I did point this out to her on one of our communitcations.  Our hotel did the best we could to accommodate this guest during their stay for Mardi Gras.  We have done nothing wrong.  As I mentioned to the guest we can only fix issues that are brought to our attention while a guest is staying with us.  If the BBB would like proof that the guest did use our pre registration platform, I will be happy to send that information over to you.  I would also be happy to send you information about our pest control program with Ecolab to show that we are proactive and we are not a ***** infested property as the guest states.

   

  ***********************

  GM

  Customer response

  04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  *********************** is the individual who did not handle my initial claim satisfactorily and I have asked her to refrain from contacting me again. Also, on 3/31/2023, I informed ********* that I would like to only be contacted by either the franchise owner, (if one exists) or by Best Western Corporate for proper resolution to my concern. I have not heard back from the franchise owner nor have I received a resolution from Best Western corporate directly. I would like to make sure that my complaint is reviewed and addressed by upper management to ensure that they are aware of the issue, officially explain what actually occurred, and to be aware of how my issue was simply ignored upon bringing it up to the motel's attention. As mentioned in my complaint, we initially emailed and called the motel and were told that we would get a follow-up from the manager which never occurred. We had to reach back out a week later to check the status since we did not hear back. I would like to receive an official email on company letter head from the franchise owner or Best Western Corporate as confirmation that either they were not able to determine why I received the text message or that in fact it was a system gliche. Lastly, I would like a written formal apology on company letterhead from either parties referenced above.

  
  Regards,
  
  *******************************
  
   

  
  

  Business response

  06/27/2023

  Good morning,

   

  We stand behind our original response. There is nothing further that we can offer on this situation at this time.

   

  *********

  GM

   

  ********************************* Self, CHA

  GENERAL MANAGER

  Governor, District V-*********

  Best Western Plus Westbank

  1700 ************.

  ******, **  70058

*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. ↩