ComplaintsforSureStay Hotel by Best Western New Braunfels
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Complaint Details
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Initial Complaint
11/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
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 I did not receive any services from them in which they should not have withdrawn money from my account when they knew I never stayed in the room.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 # ********.Business response
01/06/2022
When you book a reservation at a hotel you are specifically informed of what your cancellation policy is. In our case, the cancellation policy is 24 hours prior to the day of your arrival. In this guest's case, they booked a reservation for a stay at our hotel. Upon arrival, they did not like the room as it was an exterior entrance room as opposed to an indoor room (we do not have any indoor rooms, our entire hotel is an exterior entrance). So, when they decided to leave, they have every right to do so. However, since you were past your cancellation period, and we NEVER guaranteed you an interior room (Because we do not have any), you were billed exactly what you agreed to. We did not take one ***** more. On top of that to insinuate that we are racists in our operations is appalling. We are a minority owned business, and have existed for well over 25 years. The hotel did absolutely nothing wrong, and your charges will remain intact. Thank you for choosing to book with us. I am sorry we were not to your satisfaction.Initial Complaint
08/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Called to make a reservation at this hotel in July 2021 for a two night stay for august ***** and checkout on the 29th. I called the weekend before my stay to confirm my reservation. The person I talked to claimed they had NO reservation or any credit card on file under my name at all. So I booked another hotel. On the Saturday of my stay at the new hotel, I checked my bank account to make sure all the correct charges had been made through the weekend. Thats when i discovered that surestay hotel charged my card for $212!! Even when they claimed I had NO RESERVATION OR NO CARD ON FILE FOR ME. I never checked into their hotel!! But charged me anyways. I had to call my bank to put a stop payment at that hotel because I never stepped foot into that place. I walked over to sure stay to get my money refunded and asked to speak to the manager and the desk clerk refused to give me any information. And only wanted to refund me $104. I never checked in, never stepped foot into that hotel
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.