Best Western Hotel Charges Card After Promising They Wouldn’t

in Hotels-Motels

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Best Western Hotel did the right thing!  UPDATE:- June 4th, 2010   Best Western Hotel does the right thing!  They honored their word when I brought this to their attention!  Thank you David Kong!  Thank you Mrs. Loes!  And thank you Daniel!
Turning a negative into a positive is exactly what this site is about.  I doing that small thing, I am sold out and believe that Best Western is going to take care of me in the future!
This is an amendment to the story below.  I just have to give kudos to the best Western Hotel in Simi Valley California.
I confronted them on the issue below.  In short, I had checked into a room very early (one o’clock in the morning early).  Now obviously I know that that is too early to check in, but I asked the girl at the front that, since it was the same day, if I could get a REALLY early check-in.
She said that it was not their policy but she could do it “just-in-time”.
When I got home and saw the bill,  I realized that computer had automatically charged me for the room.
I e-mailed the hotel and communicated with their general manager named Daniel.  At first he told me no,  that it was not the hotel’s policy, and therefore they were not going to refund my money.
Well, I was promised something and I didn’t feel that it was fair to be promised something and not honor it.
So I called and e-mailed the corporate headquarters of the best Western, to both David Kong their CEO, and then spoke to a great lady by the name of Mrs. Loes.    She was very 100% understanding and empathetic.  (Props to you Mrs. Loes,  you did a wonderful job and really re-earned back my faith in the brand…….)
The problem was the best Western if set up as a franchise, so corporate does not always have the ability to mandate what the franchises do.
Well, to make a long story short I just got an e-mail back from Daniel and he said that they were going to honor their original promise.
I just have to say that best Western honors their promises!  Best Western data wonderful job taking care of me and I’m so thankful for the fact that in the end they honored their word.
Thank you guys.  In this day of money being king, it really means a lot that you guys chose to honor your word.
Mark “The Feedback Fanatic” Russell
________________________________________________________
Yeah, this is feedback for the best Western Hotel posada in Simi Valley California.  My name is Mark, I’m actually the owner of feedbackblog.com.  And about two weeks ago I stayed at the best Western posada.  I was scheduled to check in on a Monday and check out on Friday and I was visiting my dad in San Diego and wanted to beat the traffic so I decided to drive up late Sunday night.  I got up there early (Monday) morning.  I knew that it would be strange for me to check in that early so I specifically asked the lady at the counter if I could have a “really early check-in” (that they would not be charged additional for).  I told her that for one of the days that I was staying that I would forgo having my room clean so that they did not incur the labor cost to clean my room. (I thought that was fair).  She said sure.  She said that she was not supposed to do it but that she would do it at one time.
When I get back to Georgia I look at my statement and they had billed me for the extra day that they promised they would not.  So I called the CEO of best Western and spoke with his assistant who then passed me to a fellow by the name of Daniel.  I am pasting what Daniel e-mailed to me within a blog post so that you can see the stance that best Western hotels takes on customer service and honoring their word.
Daniel if you do happen to hear this, I really hope you’ll do the right thing. Taking care of customers should be a company’s top priority.  It is with mine when I do work and the bottom line is that I trusted you, I gave you my credit card, I trusted your employee and it’s not cool for you guys to make a promise and in flat-out go back on your word and charge my card.  Because the bottom line is that best Western’s employee that was trained by you said yes, that I could check-in early.  And for best Western hotels to go back on their word and change that is in my book one step down from stealing.  To me, it feels like you’re stealing from me right now.  I am bugged about it and I want you to do the right thing.
So that’s it.  That is my feedback for you Daniel.  I await to see if you take care of me and take care of the situation.  But so far best Western hotels has earned a big fat thumbs down.

Yeah, this is feedback for the best Western Hotel posada in Simi Valley California.  My name is Mark, I’m actually the owner of feedbackblog.com.  And about two weeks ago I stayed at the best Western posada.  I was scheduled to check in on a Monday and check out on Friday and I was visiting my dad in San Diego and wanted to beat the traffic so I decided to drive up late Sunday night.  I got up there early (Monday) morning.  I knew that it would be strange for me to check in that early so I specifically asked the lady at the counter if I could have a “really early check-in” (that they would not be charged additional for).  I told her that for one of the days that I was staying that I would forgo having my room clean so that they did not incur the labor cost to clean my room. (I thought that was fair).  She said sure.  She said that she was not supposed to do it but that she would do it at one time.
When I get back to Georgia I look at my statement and they had billed me for the extra day that they promised they would not.  So I called the CEO of best Western and spoke with his assistant who then passed me to a fellow by the name of Daniel.  I am pasting what Daniel e-mailed to me within a blog post so that you can see the stance that best Western hotels takes on customer service and honoring their word.
Daniel if you do happen to hear this, I really hope you’ll do the right thing. Taking care of customers should be a company’s top priority.  It is with mine when I do work and the bottom line is that I trusted you, I gave you my credit card, I trusted your employee and it’s not cool for you guys to make a promise and in flat-out go back on your word and charge my card.  Because the bottom line is that best Western’s employee that was trained by you said yes, that I could check-in early.  And for best Western hotels to go back on their word and change that is in my book one step down from stealing.  To me, it feels like you’re stealing from me right now.  I am bugged about it and I want you to do the right thing.
So that’s it.  That is my feedback for you Daniel.  I await to see if you take care of me and take care of the situation.  But so far best Western hotels has earned a big fat thumbs down.

Hey Daniel,

I understand it is your policy,  but when your employee tells me that there is not going to be a charge,  is it your policy to then charge after saying that there would not be?
I asked whether there would be a charge specifically because I knew that it was weird to check in that early.  After I asked,  she said that it was not normally allowed but that she could “do it this one time”.
I told her thanks and that was that.
Then I get home and yall have billed my card after promising me that you would not?
Your employee made a promise that you need to honor.  Anything short of that is dis-service to your customer.
I am the one entrusting my hard earned money to you.  I am believing that you will do what you say when we come to an agreement on price.  We struck a deal and I trusted that Best Western would honor their promise.
For Best Western to go back on the promises it has made is one of the worst possible ways that you can ruin trust with customers.
If you want to see an example of how to treat people right,  check out my profile here (redicated)
I am the owner of FeedbackBlog.com but I also run a service business here in Atlanta.
Click on the play buttons and take a listen to what my customers have to say about how they were treated.   I can PROMISE you that a quite a few of those jobs were not profitable.  For various reasons I actually lost money on some jobs.   Did I honor my word any way?  Yes. I did not change the deal even when I knew I was loosing money on the job.
Why?  Because when one of my customers entrusts their property into my care and trusts that I will honor my promise, honoring that promise then becomes the highest priority over profit.  It is not their fault if I am not experienced enough to bid a job accurately or a piece of my equipment breaks.  Would it be fair to charge them more?  No…
And in the same way,  if Best Western has not trained their employees to know that they can’t make promises like she did to me,  then that is Best Western’s responsibility to eat the costs of the room due the poor training Best Western provided to its employees.  By trying to shove it off on me is about the most inconsiderate and NON-hospitable thing that Best Western could do to its customer.
I still have hope that by viewing my side of the story you will be able to honor your promise.
Best regards.
Mark “The Feedback Fanatic” Russell
- Hide quoted text -
On Tue, May 25, 2010 at 6:53 PM, Daniel <>>>>>@posadaroyale.com> wrote:

Dear Mr. Russell,
We received your request for refund, through Best Western Customer Service.  Our policy is that if you spend the night, you pay for the room.  Arrival at 1:21 AM is not considered an early check-in.   Regular check-in time is 3:00 PM, so we would consider around 11 AM as an early check-in and – but not the middle of the night.
If you have any further questions feel free to contact me.
Kindest Regards,
Daniel Schmidt-Hughes,  CHA
Director of Rooms

Best Western
Posada Royale Hotel & Suites
Tele: 805 584 6300
Fax: 805 527 9969

>>>>@posadaroyale.com
www.posadaroyale.com
www.bestwestern.com

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