Business ProfileforSureStay Hotel by Best Western New Braunfels

On or about Friday, 4 June 2021 in the wee hours of the night during a road trip, I attempted to purchase a three night stay for my two children and I. I requested to be in a room within the hotel because of health and safety concerns of my children. After the lady stated we would be in an outside room, I informed her that was not what I purchased and made it very clear during the exchanging of information. I informed her that I would not be staying here and i would take my business elsewhere, that i would rather sleep in my car than be mistreated. She then told me that she will not be returning my money which was at the time 500 plus dollars. I left the hotel after I the behavior was get abusive, hostile, and toxic environment in front of my children. I waited for nearly an hour and a half to informed the lady we did not even take a key why are they not returning my money so I can reserve a room elsewhere. Once I left, I took my business to the Holiday Inn Express for their services. I tried to resolve this complaint with Best Western customer relations in which made Wednesday, 11 August 2021, since I was charged $171.93 from Best Western Hotel New Braunfels, ***** and never received the money back into my account. I did not receive any services from them in which they should not have withdrawn money from my account when they knew I never stayed in the room. This was a malicious and ill intent behind this sort of behavior. If someone could watch the videos, I believe my family were treated this way due to our color, race, or national origin. Nevertheless, they withdrew money for not service rendered. Date of Transaction: 5 June 2021 Amount of money I paid the business: $171.93 was not returned The business committed to provide my children and I a room.The nature of the dispute is they did not provide me services at all; however, they withdrew money from my account.The business has not tried to resolve this problem, BW customer relations ticket # ********.