Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 6, 2025 I stayed at the Best Western Glen Allen Inn. Upon arrival I noted white stains on the blue desk chair but didnt complain about it because I was just happy myself and my children had warm beds to stay in for the night. Two days after checking out I was charged $100 to my bank account and when I called the business to inquire as to the charge, they claimed that I damaged the chair leaving scratches on it. When I protested their lies, the agent admitted that the chair wasnt actually damaged but that there were stains on the chair that were difficult to clean. I told the agent that I would be contesting the charge with my bank and I was assured that a manager would call me to discuss but a manager never called me. I decided to leave a negative review for the business online and only after doing so the hotel reached back out to me and claimed I threatened them and further stated it is their hotel policy to charge for excessive cleaning. I dont agree that a few hand prints on an already dirty/stained chair constitutes grounds to charge $100 and completely disagree with them doing so. I would like my $100 returned immediately and I would also like them to be held responsible for these unethical practices. I would like them to show proof of the excessive cleaning they claimed to have performed.

  Business response

  02/21/2025

  The chair in the image appears to have noticeable discoloration and stains, particularly on the armrests and backrest.  the chair was in pristine condition before the stay and that extensive cleaning was performed after. Our hotel maintains a policy to ensure all rooms and furnishings are kept in clean and presentable condition for all guests. As part of this policy, additional charges may apply for excessive cleaning beyond standard housekeeping procedures. The $100 charge was applied due to significant stains on the desk chair in the guests room, which required special cleaning efforts beyond normal use. However, our records indicate that the condition of the chair at the time of check-out necessitated additional cleaning. we have clearly communicated with the guest through our booking communication about this but guest doesn't want to accept the damage and stains done to chair.

  Customer response

  02/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although the business claims that the chair was in pristine condition prior to my stay, it was in no such condition.  There were existing white stains on the seat area which appeared to be human *********.  I did not complain at the time and now realize that I should have as I am being blamed for the overall state of the chair.

  After reading MANY reviews for this business online, I found that the cleanliness of the rooms has been an issue for quite some time and many guests had to be moved multiple times due to the conditions upon checkin.  I was unaware of such reviews prior to booking with them and really wish I had known as I would not have chosen to stay there.

  It is an absolute abuse of power for them to have charged my card on file after the fact for the damage they claimed I caused.  But after reading the reviews it seems like this is common practice for this particular business and again, I only wish I had known sooner.

  I also wish I had taken pictures of the state of the room upon our departure because the chair was not in the condition which they provided the image of.  I would argue that their cleaning staff likely used a chemical which altered the coloring of the chair as they previously admitted they used many chemicals on said chair.  
  

  Either way, it is obviously in their best interest to blame me for the condition and charge me for it rather than admit to the possibility that their own staff made a mistake while cleaning it. 
  

  The business also claimed through email that the $100 fee was to replace the chair and when I asked to see the receipt for the new chair, they stopped responding to me.  So their story keeps changing, they initially said that the chair was damaged with deep scratches, then they said it was just difficult to clean, then they claimed they had to replace it  they claim their policies are to charge for excessive cleaning but I did not see nor agree to any such thing during reservation or upon checkin, so its not even legal to claim any such thing after the fact to try to back up their ever changing narrative. 
  

  I have submitted a complaint with the *************************************** as well so they can look into the legality of these practices.  I have also contacted Best Western Corporate, my financial institution, and obviously here as well.  I will file a lawsuit if need be but I would rather just resolve this issue here and now.  Its very upsetting that the business is being so unreasonable and refusing to even communicate with me on the matter.  I truly hope no one else is ever put into this position 

  
  Regards,
  
  ****** *****
  
  
  
  

  
  

*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. ↩