Complaints

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/2/2024. i book a reservation for a two night stay. with a confirmation number # the rooms were paid in full. i had driven two hours to get to this location , very important appointment. this company canceled my reservation so that they could increase the rates for the room. and make more money.

  Business response

  02/05/2024

  Good Morning Ms. ******** did make a reservation through Central Reservations on February 1, 2024 for an arrival date of February 2, 2024 as she stated.  However, we have a 55 mile residency restriction.  This is stated on our website under "Know Before You Go".  Ms. ******** provided a P.O. Box as a street address and City was ******, **.  The front desk agent called Ms. ******** in the morning of February 2 to let her know of the hotel policy.  She stated she did not live in ******, **, the Front Desk Agent then confirmed that her State issued ID has a ******, ** address and advised Ms. ******** unfortunately that falls within our residency restriction.  She requested to speak to a Manager.  Ms. ******** then spoke with ******* ******* who explained to Ms. ******** we accept Military ID or any state issued ID or even a change of address card issued by MVA is absolutely acceptable.  Ms. ******** did not have any of these.  The Manager then explained we do not make exceptions to the hotel policy and we would have to cancel her reservation.  ******* stated she became argumentative and rude and said she would report her to our Corporate office (which she did) and the Corporate office explained they could not override hotel policy.  Ms. ******** was not charged.  Her reservation was cancelled.  She never came to the hotel to check in.  The hotel does not authorize the guest credit card until check in and it would be posted at checkout, since neither of these occurred she was never charged by the Best Western Windsor Inn & Suites.  Ms. ******** clearly left out all of the facts of this situation, it is as simple as the owner's have in place specific policies for their hotel and all employees must uphold and follow these policies.Thank you********** *******General ManagerBestWestern Windsor Inn & Suites ******** **. *****

  Customer response

  02/06/2024

  I have reviewed the response offer 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. I haven’t updated my license yet, but my registration shows I live in ******, **. They canceled my room before I could prove that I no longer live in ******, **. Regards, **** ******** 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I booked a confirmed reservation for 2 nights Aug 26-28,2022 on Sept. 13, 2022 #********* for a total of $238.54 . Without my knowledge the former Manager of this property cancelled the reservation on Thanksgiving Day, Nov 25, 2021 at 9:28 pm - I never authorized this cancellation ( who would cancel a room on Thanksgiving day ?? ) and was never informed. On checkin I was told my reservation cancelled - the property did provide 1 night at my reservation rate but had no room for Saturday, Aug 27, 2022 due to an event in area. I booked only room I could find in ***** ****** ** ******* ** at a total cost of $222.46. I am requesting BW ******** refund to me $102.16 the difference I paid due to the unauthorized actions of their former staff. In discussions with others at the weekend event at *** I was not the only one impacted.

  Business response

  08/30/2022

  All cancellations are confirmed to the guest via e-mail by the POS system automatically.  The guest e-mail was confirmed by the front desk agent and the guest would have received an e-mail in November.  Unfortunately we were sold out for the 2 night stay requested and we were only able to accommodate 1 night and did honor his original rate.  We are unaware of any other complaints referenced and we do not respond to conjecture.Thank you

  Customer response

  08/30/2022

  I have reviewed the response offer 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. BW ******** was unable to explain why their former Manager would have cancelled my reservation without authorization late on Thanksgving evening 2021.They were unable to find me a room at a reasonable rate and as a result of their unauthorized cancellation I incurred over $100 in addiitonal room charges. They should provide a voucher in this amount good for a future stay at a BW. Regards, ****** *****

  Business response

  09/01/2022

  As you can see by the attachments provided by the guest, they did receive an e-mail confirming the cancellation in November.  If the cancellation was not requested by the guest they should have immediately called the hotel.  The front desk agent offered to assist the guest and secured a second night at another hotel and was awaiting a phone call from the General Manager to see if they would honor a lower rate  but the guest stated they were going home and did not need any assistance. 

  Customer response

  09/01/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.   As I noted prior I never asked for a cancellation and never received any email indicating the reservation was cancelled.  The documention I provided about the cancellation is from Best Western's current web site and is just used to highlight the absuridity of a alleged "customer requested" cancellation at almost 10 pm on Thanksgiving Day 2021. Email is not a reliable way to inform a customer about a cancellation ( either a phone call or letter should have been used ) and Best Western cannot provide any evidence that I ever received a cancellation email.At a minimum Best Western should provide a voucher to cover the extra $102.16 in expenses I incurred as a result of their prior Manager's unauthorized cancellation of my reservation. Regards, ****** ***** 

  Customer response

  10/03/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *****

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel room at Best Western in ******** ** for April 8-9. When we arrived to check in the front clerk said they didn’t have our reservation or any rooms open. But they charged our card for the room. When I call them they say they never charged us or never done anything with our reservation.

  Business response

  04/16/2022

  This Patient guest is absolutely correct in stating what exactly occurred, My New employee sadly had a moment of relapse and neglected to do his Due-Diligence and inadvertently over-looked this guest being checked in as a call was made to the hotel requesting a very late arrival. I have refunded this guest, apologized profusely and offered to comp her next stay.. My deepest apology.Sincerely Your New Friend in hospitality ******* ******. GM ************

*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. ↩