Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  My wife and I took our friend from ********* on a four day trip to **** *********  We spent our last night at the Best Western Inn at Staunton, Virginia. We arrived at approximately 8:00 p.m. on October 5th and were assigned rooms 105 and 107. My room, 107, was satisfactory. Our friend's room in 105 was not! Soon after we settled in our rooms, our friend went to her bathroom and found her sink was a mess. It was covered with pieces of black gunk of an unknown nature. She tried to wash it out, but found that the sink drain was clogged and the water did not drain. We went to the front desk to report the problem. The person at the desk called a plumber who was at his home. He came to the hotel room in a reasonable time, unclogged the drain, and cleaned the sink in a professional manner. We thought the problem was solved. It was not. When our friend got up in the morning, she found that the sink was covered in tiny specks of that black gunk (see attached photo). She was afraid to brush her teeth, wondering what it was and where it came from. She found the floor between the toilet and the wall next to the toilet was covered with water (see attached photo). The source of the leak was unknown. She placed a towel on the floor to try to prevent the water from spreading to the rest of the bathroom. She took a shower, but was inconvenienced because the shower head was just hanging there with no hook or attachment to the wall to hang it up while taking a shower (see attached photo). Also, the hair dryer in the bathroom did not fit the electric outlet in a safe manner (see attached photos). In addition to all this, the TV remote did not work either. This was a very unpleasant experience for our friend. We reported all this to the front desk and requested a refund. We were told that she could not do this because our rooms were paid through a third party. Hotel refused to respond to a complaint made through *** support made Oct 7th and follow-ups.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  We brought in a coupon for 65 a night and was told by ****** they could use it for the full week. ******* then told us the next day they would do that rate the entire week but she needed a coupon every day for her general manager to accept it. We went to ********* and got the coupons printed and paid for them. Gave them to ******* who said she will get them added and will notate that they will only charge that rate. ******* then called us 30 minutes later saying they would not accept it and she should not have said we would that her general manager now does not want to. We decided to check out the next day since there were other hotels with the 65 rate. ****** said that we did not have to as there was a miscommunication and they were actually only charging the 65 and not to worry about it so we kept the booking. We checked out today and they "discounted it" to 89. After being told the next day by ****** it was 65. We had only budgeted that amount and now are scraping by for the trip. We were told we should have gotten it in writing as with word of mouth they do not have to stick by. We stayed 7/30 through 8/7, had they told us after ****** said they would be bringing it back up we would have left. The company lied about the rate then said we only said it so we don't have to match.

  Business response

  08/25/2022

  This in reference to ID ********  Complaint of **** ****. Ms. **** checked in the Best Western in Staunton VA on 7/30/22.  She arrived with a $65.00coupon that we have advertised in local service stations and convivence stores.  These areas all coupons for one night stay.  Ms. **** got another coupon for an additional night which we honored.  She stated that we told her the coupon could be used for multiple nights stay which no one at this hotel to as it has never been our policy and no one has ever asked. Our rates for the nights she wanted to stay were $139.00 and $149.00.When Ms. **** wanted to stay the desk clerk asked me what rate could I give her.  I checked the rates and just to resolve a communication possible problem  I said $89.00.  That is a $50.00a night discount.  Possibly my owner would question what I was thinking to give such an offer. Fortunately, that is not the case.  The fact she went to a local drugstore to run off coupons which we don't accept is unacceptable. If you need anything further let me know. **** ** **** GM 8/25/22

  Customer response

  08/26/2022

  I have reviewed the response offer 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. We were told by ******* that the general manager said they would accept the coupon if we could get more. We found them online in the online coupon book and printed them . Brought them in AS REQUESTED. I do no appreciate being put that this was not advised and is unacceptable when this was advised by the front desk clerk who called the general manager. She even advised later she should not have offered. I feel the general manager is trying to back track and cover her mistakes with lies at this point. We were advised after the coupon the rate the general manager would offer. I went to check out the next day and was advised by ****** they were honoring the 65. That is the only reason I stayed if not I would have left. Honestly the general managers response felt extremely disrespectful. I am advising what I was told was happening and the situation as they told me and the manager is backtracking and lying. It seems extremely deceitful. Regards, **** **** 

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