Complaints

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 3, 2023, I made a reservation for two rooms from July 7 - 11, 2023, at the Best Western Plus Harrisburg East Inn and Suites. Booking reservation is attached. Upon arrival, I and my travel companions checked-in and within approximately one hour left to have dinner. Within approximately one hour of arriving back at the hotel, we were forced to leave due to inhabitable conditions. Specifically, water was pouring from the ceiling of one of the rooms onto the bed and floor for which there is a video. Immediately, I went to the front desk to alert them and notify them that we were checking out and were going to seek lodging accommodations elsewhere. The hotel manager, *********************, was not onsite at the time and so I called her later to address the matter and was told I would be provided a refund within 7-10 days. Despite this and multiple calls to Best Western Customer Relations Corporate Office for which there is reference number ********, I was charged $1,303.48 for the rooms. Corporate Customer Relations told me that the hotel manager noted in my case that we "stayed at the hotel for the full reserved time with no complaints and received points." I was then told by Corporate that we did not check out of the room which I confirmed to them is inaccurate. Finally, Corporate has told me that they cannot assist and the hotel itself has to provide the refund, which they are now refusing to do. I have filed a dispute request with my credit card company and am also requesting the assistance of the BBB due to the egregious nature of the theft by the Best Western Plus Harrisburg East Inn and Suites.

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