• Report: #1022364

Complaint Review: BEST WESTERN PLUS Hotel at the Convention Center

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  • Submitted: Fri, March 01, 2013
  • Updated: Sun, March 03, 2013

  • Reported By: Mike — Woodland Hills California United States of America
BEST WESTERN PLUS Hotel at the Convention Center
517 E 1st Street Internet United States of America

BEST WESTERN PLUS Hotel at the Convention Center Best Western doesn't backup its written words, and the staff refuses to accommodate Internet

*Author of original report: Best Western and Robert: ignore facts and jump to conclusions

*Consumer Comment: Denial is not a river in Africa

*Author of original report: your judgmental reply lacks facts

*Consumer Comment: Do you want cheese with that whine

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I was excited to stay at Best Western for the weekend for romance.  As a rewards club member, I

booked it online four days earlier.  In reply, Best Western sent me an email that said, The full amount of the stay will be charged to your credit card immediately. Excited that it had been taken care of, I also bought my son a flight up north to visit his mother.  Then I drove all the way down to Long Beach to check-in -- and it happened.  

Joanne behind the counter said I wasn't charged, and I'd have to pay.  I told her that the Best Western email said I was charged immediately, but she told me it didn't work that way.  Plus, that particular Best Western Hotel also charged a $100 pre-authorization on a credit card for incidentals.  I was not happy, but said fine, since I had a little more than $180 on three different credit cards. 

However, the clerk refused to put the hotel stay on one card, and the authorization on another card. 

Feeling dejected and embarrassed, I complained to the hotel's GM Anne Santos and company CEO David Kong.  Some customer service lead sent me a systematic 'sorry to hear about your bad experience' reply, with little more.  

However, the Best Western Long Beach Convention Center's GM Anne Santos said, "it is rather a warning to guests that the guests card may be charged."  Huh?!  So, in other words, she said don't believe what Best Western puts in writing in its emails.  Despite years of loyal patronage, I was given the brush off, rather than an apology that they clearly could've handled it better.  If you want good treatment, go elsewhere.  That's the message.

This report was posted on Ripoff Report on 03/01/2013 10:01 PM and is a permanent record located here: http://www.ripoffreport.com/r/BEST-WESTERN-PLUS-Hotel-at-the-Convention-Center/internet/BEST-WESTERN-PLUS-Hotel-at-the-Convention-Center-Best-Western-doesnt-backup-its-written-1022364. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
2Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Best Western and Robert: ignore facts and jump to conclusions

AUTHOR: Golden - (United States of America)

Robert, first things first: get your facts straight.  I had $180 available credit on each of three cards, totaling more than $540 in available credit not $180 combined as you stated.  I never said combined.  Maybe you should get clarification before jumping to conclusions.  Do the math.  Thats not BS as you so eloquently put it.  But let me tell the good people who are reading these posts of yours that is not BS:  Robert works for Best Western, and is connected with the Best Western Plus at the Convention Center in Long Beach.  He may try to deny it, but I know the truth.  Robert, you dont know my attitude or me. 

In fact, I defy you to find another complaint anywhere near this caliber in your hotel chain.  Ive made none.  Or an authorization charge from another Best Western put on my credit card before I stayed there.  I am a single full-time father who receives no child support, so when I get more than $500 available credit, where did I want to spend that?  Right:  Best Western Plus at the Convention Center in Long Beach.  The hotel could have charged the room on one card, and the authorization on another one of the three. 

Not only did it not do that, but they refused to even consider it.  I didnt plan on taking this complaint public, but with employees like Robert who talk to their Best Western Rewards customers this way, Im sure you the audience (not Robert) will concur.  After all, do you want someone from Best Western like Robert judging you solely based on your available credit (his reason for identifying my attitude) especially when he gets the facts wrong and jumps to a conclusion?  I think not. 

Oh, and everyone, don't forget the words Best Western says in its confirmation emails -- they are warnings.  In other words, if it says your credit card will be charged immediately, don't take them at their word.  Again -- I would've never bought that plane ticket if I had known Best Western didn't mean what it said -- AND their employees would be so unhelpful and defensive after the fact.  
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#2 Consumer Comment

Denial is not a river in Africa

AUTHOR: Robert - (U.S.A.)

Your right I don't know you..but I know your attitude.  The fact is that with 3 credit cards you have a total available of $180..not on each card but COMBINED.  You can try to spin it or deny it is the case but that just shows exactly how you manage your accounts.

As for you never having to put down a deposit before..that again is pure BS(but perhaps there is an explanation I'll give you below).  You perhaps can try to pull that over on people who don't stay at hotels and Best Westerns but anyone who has stayed at a hotel in the last 20 years knows you are just blowing smoke. 

Although with this I will give you one possibility, every other stay you have had has also put this deposit on your card.  What actually happens is they put this deposit on your card as an "Authorization Hold".  It is not truly taken off of your credit card as it would a debit card so as long as you have enough available you will not even notice it.  As this hold is removed upon check-out.
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#3 Author of original report

your judgmental reply lacks facts

AUTHOR: Golden - (United States of America)

You say with all due respect then have the nerve to say you are the type of person who just uses your card until it is actually declined at the register.  You obviously dont know me, but Best Western does a lot, in fact.  My outstanding history with the firm and with all others speaks for itself.  And their cold-hearted response led me to do this for the very first time.  Ever. 

As you can see from my one-post history.  Perhaps, you should know more facts before passing judgment on me. You also say that EVERY hotel puts a pre-authorization amount on a card to cover possible incidentals while you are there but yet, this is was the FIRST Best Western hotel I stayed at that ever required that and you can check my booking history with Best Western, as all of the companys hotels I stayed at did not require such a fee with the credit card (not debit card).      
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#4 Consumer Comment

Do you want cheese with that whine

AUTHOR: Robert - (U.S.A.)

With all due respect, if you are being the least bit serious in thinking that even in the wildest stretch of the imagination that this even approaches even the broadest definition of a RipOff I am actually very surprised you are able too even use a computer to post this report.

So the E-mail said you were going to be charged immediately.  You knew you were going to stay there so why does it matter if there was a delay in being charged or not you have to pay it eventually.  In fact the later they charge it the better for you because it gives you more time to pay it back as you are not paying interest for those extra days.    I would imagine that you have no idea how to manage your accounts, and probably never even used a register. 

 Also, with only $180 open on 3 cards(and none having more than $100) I would also imagine that you are the type of person who just uses your card until it is actually declined at the register.  The fact is that it is your responsibility to make sure it did get charged, and you had enough left to purchase the plane ticket.  Or did you actually look at your account and figured that since it wasn't charged you could slide your way into a free stay by complaining about it?

If you are a "plus" member with years of loyal patronage you obviously have stayed at hotels before and would know that EVERY hotel puts a pre-authorization amount on a card to cover possible incidentals while you are there.  I have also yet to hear of a hotel that will "split" this amount between two cards..let alone three. 
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