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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was booking a hotel stay from a link from the website of Best Western **********, I did not realize this was a 3rd Party (PriceLine) While filling out the details with the online form I ran into difficulty having it save as my postal code (zip) had recentlyl changed in our Town. When I finally got it to save I instantly got a confirmation but the date reverted to the current date rather than August. I immediately phoned and was walked through cancelling that reservation and booking August. I then found I was being charged for both. I have reached out to ********* who claims its Best Westerns call, I called Best Western who claims its 3rd Party's call, I reached out to CEO of Best Western ******************************* who's staff told me that the General Manager at Best Western Livonia refuses to refund. All I am seeking is my $169.64 USD returned to me for the stay that did not happen that I tried to rectify in 5 minutes! I still plan to stay in August 2024. Please help me, I am a repeat customer and a Best ****************** Loyalty Member and I cant believe this error occured. Also PriceLine has a taped phone call to prove that their phone client assured me the first reservation was successfully cancelled.
Business response
07/18/2024
The Best Western in *******, ** is not a property that Pyramid Global manages or has any affiliation with, so unfortunately, I will not be able to assist you. Good luck as you pursue this.Initial Complaint
06/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I stayed at the Hotel checking in 6/24 and checking out 6/25 because my father was having surgery 6/25. I was in the room from 10 PM - 4:30 AM. Upon reviewing my cc statement, I saw an extra change for $268.75 PLUS my room charge. When I called the hotel to discuss the extra charge beyond the room rate, I was informed I received a smoking charge because their sensor detected smoke from 10 PM - 2 AM. I informed the manager that I've never smoked so there was a mistake (either equiptment malfunction or something else on their end). The manager said she would not do anything about the bogus charge. I asked to speak to a GM - no avail. I asked to get info from house keeping who would clearly not smell or deal with smoke in the room since I DO NOT SMOKE. The manager would not do anything to help. Hence, I am being unfairly charged for something that never happened. I'd like a refund since I did not smoke in the room - nor have I ever smoked in my life. Certainly I can show from my health care insurance credits I'm a non smoker. This is ridiculous.Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 5, 2024, I traveled to *******, ********. As I typically do, I purchased a hotel room on booking.com for my stay. I booked a room at *********** for two nights (check in was on Friday April 5, and check out was on Sunday April 7). I paid ahead for the room on booking.com. Upon arrival at the hotel, I was informed that I needed to pay at the location because I had to be charged for the security deposit. I agreed but noticed that the amount was the security deposit ($100) plus the hotel fee ($329.28), which brought the total to $429.28. I clarified with the staff that I had already paid for the room in full online. She assured me that she understood and that both the charge and security deposit would "fall off" within a few days. She also said that in the case it did not come off, I could come back or call and get it taken care of. Around the time of check out, the amount for the security deposit did come off, but the additional charge for the hotel remained. This means that I paid twice for the room (my initial charge on booking.com and the second at the hotel). I have attempted to contact the hotel several times, but the staff claim that there is no manager present and that they would pass my number and message along. It has been about six weeks and I keep getting the runaround. I contacted Discover (the credit card company I made both purchases through) since I cannot contact anyone from the hotel. I was given a temporary credit, but Discover claimed that the hotel submitted evidence that the charge was just. I have tried to contact the hotel again since then and still no response. This whole ordeal has been very frustrating and unprofessional. I am filing this complaint because I wish to receive a refund for the charge of $329.28 from *******************.Business response
07/18/2024
This was refunded previously on April 25. Our property team is reaching out to the guest to address.Initial Complaint
07/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 20, 2023 I checked in to the hotel for the ********** jazz fest weekend as I've been doing for many years. We entered the room and began cleaning as I always go behind hotel staff to make sure my room is spick and span. We pulled back the sheets on the bed near the window and saw hair and some black stuff. We pulled the sheets off the second bed and saw what appeared to be mucus from someone's nose. (Pictures available). We called for a manager and ***** the manager came saw the rooms, stripped the sheets and stated he was going to change the sheets. This is r considered dirty, this is considered nasty. He told us he would do a room adjustment. Nothing was corrected until 7/27/2023 and $150 was only refunded. I'm requesting our entire stay be refunded. We were patient, we didn't request to be moved to another room as we didn't want to be difficult under the demanding circumstances. We didn't alert of other guest we traveled with so this wouldn't be a negative **** against the hotel. I now would want investigative reporters to look into this hotel because this is unacceptable. I would've been satisfied with one day be refunded but $150 is an insult after what we experienced.Business response
07/28/2023
Hello,
We have adjusted your room charges off from your stay. You should be seeing a refund back on your Mastercard. I apologize for the issues you encountered. Absolutely unacceptable. Thank you.
*******************, Assistant General Manager
The ****** Hotel a Residence Inn by Marriott
Customer response
07/31/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thanks for making me whole. I will write the original review of how I really enjoyed the staff and the experience. Thank you again.
Regards,
***************************Initial Complaint
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
10 months ago, I booked a wedding block for my wedding 5/5/23.Some guests including myself booked rooms for the night before also. Check-in is 3:00p. We were there at 2:30. They told my sister and I our rooms 404 and 406 were not ready yet and they couldnt move ** because the reservation said, Do Not Move (wedding block) we go back at 4:30 and our rooms are gone and they were trying to put ** in rooms with standard beds on the first floor. Others in my wedding also had issues. I believe we were discriminated against because we are all white and the front desk staff was all black and just didnt care!!!Customer response
05/17/2023
I have not heard from the business in response to my complaint.Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I dined at the *************************, a restaurant located in the Residence Inn by Marriott and operated by Pyramid Hotels & Resorts. When I received the check for the meal, I added a tip, signed the check, and left. When I returned to my hotel about an hour later, I thought the total for the check was a little high. Upon inspection, I found they had already taken it upon themselves to add a 20% gratuity to the check prior to handing it to me. The server never informed me the tip had already been added to the bill, and I, unfortunately, at the time, did not carefully go over the items on the bill. No where on their menu did it indicate that a tip would be added to the bill. When I inspected the check and found the double tip, I immediately phoned the restaurant. I reached a recoding and left a message asking them to disregard the second tip left on the bill. I did not receive a return call. The next morning, I emailed the restaurant and explained the error, and again asked them to delete the secondary tip. In the next day or so, they processed payment, processing both tips in their favor. Since then I have emailed the parent company, Pyramid Hotels & Resorts, and phoned the restaurant manager. No one has responded to either of my emails nor either of my phone calls. At this point, I want both tips removed from the bill and a credit of $95.60 returned to my credit card.Initial Complaint
10/04/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I reserved a room for my wedding event- which was booked with points. The hotel additionally charged my credit card and has been unresponsive to complete the refund which they acknowledged to do as their error.Initial Complaint
07/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I booked a room for one night on June 25,2022. The hotel says that all rooms are soundproof, which is the main reason I booked this hotel because I am sensitive to noise. However the noise is so loud throughout the whole night that I could not sleep at all. I tried to communite with front desk asking for change of room during middle night, but they refused to do so and asked me to pay for another room. This hotel is false advertising.Initial Complaint
06/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was told that I would be credited the first night because the suite wasnt ready. I also only took one of the 2 bedroom suites and I told them because my daughter and granddaughter could not join us. We took the 2 bedroom suite because my son was there.Initial Complaint
05/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked 2 hotel stay in February of 2022 for February of 2023 received 2 confirmation numbers. Today May 4 2022 they called to cancel my reservation claiming a computer glitch. I know its because the 2023 super bowl is here in *******. I believe they are price gouging for the super bowl.Business response
05/21/2023
The ************************* resolved this complaint directly with the **************** in May of 2022. Thank you.
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