ComplaintsforBest Western Chieftain Inn

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bali at the front desk says the room number out loud in front of strangers when people check in. They don't care about the safety of their guests, only putting money in their pocket.

  Business response

  08/20/2024

  We have already mailed a check that has been cleared many weeks ago. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  May 18, 2024, ***** checked into the Best Western Chieftain *******************. He checked out at 8:30 AM, May 19. Our **** shows $250 charged in addition to the quoted room fee, both posted May 18. Assuming an error, we called to request a refund of $250; someone was to return the call, but no reply.***** followed up again and was told that Housekeeping smelled cigarette smoke in the room, and that the smoke alarm had been wrapped in towels. ***** does not smoke, cigarettes or any substances, legal or otherwise, and certainly did not touch any alarms. He noted to the hotel's General Manager that the patio door of his ground floor room had a broken lock, meaning that anyone could have accessed the room between check-out and when Housekeeping arrived, through the unlocked patio door or by using a key-card at the hall door. The ** said he would check the patio door and return the call. He also indicated he had video surveillance footage that he could check. He has not returned the call.We contacted Best Western Customer Relations, Case #******** was opened, and we were told to expect a reply within 2-5 days. 8 days later we contacted Customer Relations, as there had been no reply. BW maintains that they are holding to the charge, with no further discussion.***** is a 71 year old retired business owner of 30 years, in ***********. He is educated, professional and responsible. The hotel's manager will not address the faulty patio door nor the possibility of someone using the room for some likely nefarious activity, as suggested by the de-activated smoke detector.Neither the hotel manager nor BW Customer Relations will listen to reason although we've been members of their loyalty program for 20+ years. Their approach to service has been abysmal both in failing to respond until prodded and by not considering that they may, in fact, be in error. We are hoping that you can help obtain the refund, as ***** was not at fault.

  Business response

  06/14/2024

  After reviewing the circumstances and the statements provided by the guest, we have decided to refund the amount of the smoking charge back to the guest. We apologize to the guest for any inconvenience and stress brought on by the situation. We value their loyalty to the Best Western brand and we have no desire to further cause them this distress. We are sorry for the late response to the situation, we hope to do better in the future. We care deeply about giving our guests the best experience that we can, and we would love for the opportunity to prove to the guest just how well we can do. We thank them for their understanding and patience while working with us. And we thank them for being a loyal Best Western Member. 

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

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