ComplaintsforBest Western Plus Ocean View Resort

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made a reservation late last night for today, When I realized my wife would be arriving before me I called and made sure they added her to the reservation so that we wouldnt hve a problem. When we arrived the manager was called over to help but she was rude and dismissive. I called and spoke with her to rectify the situation and agreed that we would we be paying in cash anyway. She then told me she would accept the cash and allow us to check in. When my wife walked back in they ignored my wife and cancelled our eservation! We drove a substatial distance to stay at this hotel! Worst service ever! We will pursue this with the proper channels....UPDATE: I just spoke with the reservations department and the hotel staff refused to rebook our reservation claiming our reservation was "Fishy" A clear and obvious managment and staff issue at this hotel.

  Business response

  08/01/2022

  Good morning BBB;

   

  My name is ************************* and I am the "previous" owner of the Best Western Plus Ocean View Resort Hotel in Seaside OR.  I have copied the hotel's General Manager (*********************) in on this communication as he will be responding to it.  I sold the hotel in June, 2022 and am no longer associated with it. 

   

  Regards

   

  ***** Bichsel 

  Customer response

  08/03/2022

   
  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, Please cancel my complaint completely and remove it from the business's profile. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My father-in-law used his Best Western points to pay for our hotel stay at the Best Western Plus Ocean View at Seaside, OR on 2/25 through 2/27/22. When my family checked in, we were assured by the front desk personnel that our credit card would not be charged for the room stay because my father-in-law's points were being used to cover the charges, but my credit card was provided to cover "incidental charges". Upon receiving my March 2022 credit card, I was surprised to see that the room nights were charged to my card. I called the hotel directly and they outlined that I had to seek resolution by calling 1-800-WESTERN. I called that number and the customer service representative stated I had to work with the Best Western Plus Ocean ********** directly to seek my refund. They also stated that I could not provide a formal complaint to Best Western customer service because it was my father-in-law that was charged via membership points for the stay. I would like to file a formal complaint against Best Western as my personal credit card was charged; therefore, I am a customer of **********************. In addition, Best Western refused to refund my credit card for these inappropriate charges, which was another reason I'm filing a formal complaint against them for their extremely poor customer service practices. At no point did they try to help me resolve this matter, but they threw up barriers in trying to help me resolve this issue.

  Customer response

  04/04/2022

  Thank you for your message.  Please note the following updates on this matter:

  1. My credit card has been refunded for the inappropriate transaction as of 4/4/22.
  2. I communicated in writing to the Best Western in Seaside at ~8:45 a.m. on 4/4/22  that the transaction in question had been resolved and I indicated in writing that they should not contact me further.
  3. The Best Western in Seaside e-mailed me at ~9:10 a.m. on 4/4/22 against my direct communication to not contact me.  I view this as harassing behavior that needs to stop immediately.

   

  ************************

  Business response

  04/05/2022

  ************** is correct in saying that an employee made an administrative error at the conclusion of their stay. We inadvertently charged him for a room that was, in effect paid for by his Father-in-Law. 

  I became involved around April 2nd and quickly resolved the issue for **************. I verified that the charge on his Credit Card was reversed. I contacted ************** by Email advising him of same and offered a complimentary future stay. ************** responded by sharing with me his frustration with Best Western **************************************** in Phoenix. At the end of ****************** email he advised me NOT to have anyone from Best Western International contact him. I honored that request and responded to ************** stating  that I would ensure that no one from Best Western's **************** would contact him.  I contacted the ** of Operations for Best Western International (***************************) and asked that he direct the customer care department NOT contact **************. He agreed not to contact **************.  I did not know that ****************** directive that no one from Best Western Corporate contact him included me. I am the owner of the hotel that ************** stayed in and he responded to my email initially. 

  I will not contact ************** and directed that no hotel-level employees contact **************. I am sorry that I did not read into ****************** response to the resolution of his complaint that I was included in the "do not contact" him in the future. I now know ****************** intent. 

   

  Sincerely,

   

  ******************** Bichsel 

  Owner-Best Western Plus Ocean View Resort

  Seaside OR 

  Customer response

  04/06/2022

   
  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,
  
  *********************

*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. ↩