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ComplaintsforBest Western Plus-Addison
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Complaint Details
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Initial Complaint
11/22/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Nov. 21, 2021 I checked I to the Best Western Hotel. My husband and I had our grand daughter with us. We all were assigned a double bed , which was room 131. Upon arriving to the room, I was okay with the appearance but once we entered the room my grand daughter screamed because there was a bedbug crawling on the spread. I immediately took a picture of it to show to the clerk and he immediately said I will assign you guys another room but that isn't a bedbug, it's lady bug. I did not want another room.because I refused to stay there. I wanted a full refund which they would not give to me. We are not pleased with the results from this action. My husband and I are well aware of what a bedbug looks like and for him to try and cover it up by trying to convince us that it wasn't was a senseless move.Business response
02/09/2022
Business Response /* (1000, 5, 2021/12/02) */ Guest Satyed all 6 nights using thier pre-paid reservation in the new room they were provided. Room 131 was checked and inspected next day and no evidence of bedbug fund. there will be no refund as guest used the reservation for entire stay they booked for. Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stayed all 6 nights because I didn't have the funds to stay anywhere else The desk clerk argued with me that they didn't have bed bugs and would not give me a refund so I could have went somewhere else Business Response /* (4000, 11, 2021/12/20) */ As guest first said they did not wasnt new room and wanted refund but then when hotel has prof of the saty they said they did stay as there fore there will be no refund as they used the hotel for the entire stay and no isssue was found in the roomj they were given first
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.