ComplaintsforBest Western Plus Moose Jaw
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Complaint Details
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Initial Complaint
16/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Booked the room for February 10, 2024 check in and February 11, 2024 checkout. The room cost $200.06 before the deposit. It was $100 for the deposit. The business said I'd have the deposit back by Monday, February 12, 2024. I waited until Thursday, February 15, 2024 before contacting anyone about it. Best Western told me that they had issued it, however I still have not received anything. And they did not give any proof that they did indeed issue it. I am wanting a full refund of the deposit and the cost of the room. Confirmation: ******* travel confirmation - Sat, Feb 10. - (Itinerary # **************)Business response
01/03/2024
To Who It May Concern,
Ms ******* ******** booked and paid ******* to stay at our hotel, not us directly. This is called a third party virtual booking. They then send us a Virtual Credit Card with an amount we are authorized to charge, which is usually less than what the guest pay's *******, due to the commission the third party keeps. On the day of arrival, we charge the Virtual Credit Card, and when the guest checks in, we take a personal Credit Card for the Incidental hold of $100.00 to cover any charges/damages, as we are not authorized to charge the Virtual Credit Card for this. Upon Check-out, we release the hold automatically. Now here where the issue lies. We release it on our end fully on the day of check out, but depending on the bank and/or credit card company, can take anywhere from 2 to 7 BUSINESS days to return to the card for use.
Ms. ******* checked in on February 10, 2024 and checked out on February 11, 2024 which is a Sunday. The first Business day would start on the following Monday. The Compliant came to the BBB on the Friday, 5 business days after the $100.00 release on her card.
I have tried to contact *******, with no answer, and have left a message for her to return the call today, even if it has all been settled up as we need to close this file.
I will provide the proof that we are not, at all, nor at any time after checking out, holding her money. Unless she can provide proof stating otherwise, I would ask this file be closed and marked false.
Customer response
01/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.