ComplaintsforBest Western Plus
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Complaint Details
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Initial Complaint
02/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of Arrival: ******** *** **** Date of Departure: ******** *** 2022 Confirmation Number: ********* Confirmed Rate: ******* Amount Charged: ******* Dispute: Best Western claims I smoked in the room, when in fact, I am the person that REPORTED the smoke alarm had a plastic cover on it. They later claimed there was other "evidence" I smoked in the room, which is IMPOSSIBLE. I'll admit, I am a smoker. However, I do NOT smoke in my home and I certainly wouldn't sign a contract upon arrival that says if I cause any damage I will be charged $100, then smoke in the room and risk a $100 penalty! Attempted Resolution: On February 24, 2022 I attempted to resolve this issue with Best Western and was given the run around ALL day. First, I was told there was no manager on the property, then I was told the person that could resolve the issue wouldn't arrive until 3:30 p.m. Then after leaving a message, calling at around 5:30 p.m. and again at 8:30 p.m., I finally received a callous call from "*********" claiming there was other evidence I smoked in the room. Her claim is IMPOSSIBLE and it's a LIE. I have also emailed ******************************** This is the company that requested a survey, of which I provided, BEFORE I was made aware of the $100 penalty. Had I known they would penalize me for the survey, I NEVER would've sent it. A robo reply has been received that they have received my email. Finally, I have read several reviews on-line about this hotel habitually making bogus non-refundable charges to guests. Fair is fair. I stayed in the hotel and should pay the agreed upon rate of $153.57 including taxes. However, I should NOT pay for smoking in the room.Business response
03/31/2022
Business Response /* (1000, 5, 2022/03/08) */ We have engaged in a discussion with the guest and have waived the fee for smoking in the room a credit has been processed.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.