Complaint Review: Best Western Hotel - Colorado Inn - Pasadena California
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- Author Confirmed
- Best Western Hotel - Colorado Inn 2156 E. Colorado Blvd Pasadena, California U.S.A.
- Phone: 626-793-9339
- Web:
- Category: Hotel
Best Western Hotel - Colorado Inn Fraudulent and Deceptive business practices. Double charged credit card! BEWARE OF THESE SCAMMERS! Pasadena California
*Author of original report: Update: It is no longer part of the Best Western chain.
*UPDATE Employee: Email Notification
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I booked two rooms through hotels.com at the Best Western Pasadena Inn on Colorado Blvd in Pasadena, CA. We were booked for 11/23/06. The full amount was paid upon making the reservation.
We arrived in Pasadena and unknowingly stopped at the Best Western Colorado Inn on Colorado Blvd in Pasadena, CA to check in at 3:30pm.
Upon entering the office, I asked if this was the correct location. The clerk and manager both stated yes. I told them we had made online reservations and wanted to check in. They looked on their computer monitor and asked for our credit cards.
When I stated "that the room is already paid for", the manager claimed that the room wasn't paid for, the online reservation only takes the credit card information for deposit purposes, and that I won't be double billed.
I again questioned whether or not they had my online reservation, and if this was the correct location. They once again replied with the same responses.
We checked into the hotel and left to meet our party for thanksgiving dinner. When we returned to the hotel, we noticed that there were two other Best Western Hotels down the street.
My friends recommended that I inquire one more time to make sure it was the correct hotel. I went to the night manager's window, the night manager told me that she didn't know and to come back in the morning.
I returned in the morning to check out and inquired once again whether or not this was the location that I had reserved. They assured me it was. They also assured me that I didn't get double billed after I inquired yet again.
When I returned home and went through my records, I discovered that my Credit Card WAS DOUBLE BILLED! The online reservation was PAID IN FULL. The SCAMMERS at Best Western Colorado Inn KNOWINGLY DECEITED US as to the status of our location and reservation.
Instead of being honest and saying "no, you don't have reservations at this location, it's most likely at our sister property down the street" they elected to LIE and say that we were at the proper location and that the online reservation was only for deposit purposes and the credit card was not charged.
I contacted hotels.com, who stated that they couldn't give me a refund because I didn't stay at the hotel, and I never called to let them know I wasn't going to stay there. The reason why I didn't call to let them no is because I was assured and reassured by the Colorado Inn employees that I was at the proper location under the correct reservation!
I contacted Best Western corporate headquarters about the situation, and they will only offer me a travel voucher good for 50% of the value, good for my next stay at a Best Western Hotel. They did indicate that if the manager of the Colorado in admits to their fault they will refund my money.
Because the manager of that location KNOWINGLY was defrauding us, I doubt that she will admit any fault.
BEWARE OF THESE SCAMMERS! During the past few weeks they ended their affiliation with Best Western and are now part of another hotel chain, so they have less of a reason to admit fault.
And don't even get me started about the incident where the manager was trying to peek into my hotel room... that's a whole 'nother story!!
Ken
henderson, Nevada
U.S.A.
This report was posted on Ripoff Report on 12/05/2006 02:05 AM and is a permanent record located here: https://www.ripoffreport.com/reports/best-western-hotel-colorado-inn/pasadena-california-91107/best-western-hotel-colorado-inn-fraudulent-and-deceptive-business-practices-double-char-223799. 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. READ: Foreign websites steal our content
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#2 Author of original report
Update: It is no longer part of the Best Western chain.
AUTHOR: Ken - (U.S.A.)
SUBMITTED: Wednesday, February 07, 2007
As Amy has pointed out, the guest (in this case myself) does have responsibility and I have not blamed Best Western corporate offices or Hotels.com for errors. As a matter of fact, on other websites where I have publicly reported this problem, I have recommended that customers go to the other Best Western properties down the street.
As a matter of fact, the BW Colorado Inn is now no longer part of the Best Western chain. The hotel is now called the "Kingston Inn". The changeover occured shortly after our stay.
It's very likely that the employees of the Kingston Inn defrauded us solely because they knew they weren't going to be part of the Best Western chain and had nothing to lose.
I have reported this incident to the proper authorities, consumer organizations, credit card companies, travel organizations, and the corporations involved. From what I understand, at this time the management of the Kingston Inn has still not responded to ANY of them, and never would accept or return the phone calls that I personally made.
After seeing that Hotels.com is now taking reservations and allowing the Kingston Inn to advertise on their website, I sent a letter of protest informing them of the fraudulent activity that Kingston Inn has done and advising them not to allow Kingston Inn to continue advertising on Hotels.com .
Hotels.com gave me a full refund. The last time I checked, as of last week they were not yet taking reservations for the Kingston Inn.
Once again, while I realize that myself and my traveling group made mistakes by not arriving at the proper location, but the issue is that the particular hotel KNOWINGLY DECEIVED US by PRETENDING that we had an existing reservation at their location and DOUBLE CHARGING our credit cards, despite the fact that we inquired several times about the situation.
#1 UPDATE Employee
Email Notification
AUTHOR: Amy - (U.S.A.)
SUBMITTED: Wednesday, February 07, 2007
I work for the Best Western corporate office.We get alot of these calls for going to wrong hotels, and guests putting the blame on what is the guests responsibilty.When a guest books a reservation,it is there responsibility to know which hotel you booked and paid for.We,and also the third party websites send an email confirmation of your itinerary and it states which hotel you booked.If you read your email confirmation you would have known which hotel you were going to,and also avoided this whole situation.Now,I don't blame you for being upset that the hotel decieved you on not telling you,you were at the wrong hotel,but you could have called our customer service line and we would have researched it for you.All our BW's are individually owned and operated.So just because one hotel out of 4,100 worldwide made one false mistake.Does not mean all of our hotels are like that.
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