After reading the review just posted, I thought I’d share my experience too.
My mom booked the hotel online with my Best Western account... which is great for me, I get the points. When we went to check in, they told me because it’s my account (regardless of the card we used online) I had to use my credit card. The staff at check-in swiped my card three times and told me it was declined. (Funny, I had just used it with no problem, minutes before). Then asked for another credit card - my mom gave hers with her ID. They swiped hers. I proceeded to call my credit card company at which they told me that the first two swipes did indeed decline BUT the third time it did go through. At this point I was furious, not only did they put an authorization on my mom’s credit card BUT they also put one on mine and FAILED to tell me that it worked on the third swipe. This is how credit card fraud happens. I went back to the front desk and was told that they didn’t actually swipe my mom’s card... then what did they do with it??? We were a party of three... we all saw. I was told that they couldn’t reverse the authorization because they didn’t know how and a manager would be in at 11pm. I was asked if I wanted a wake up call at 11pm to deal with this. Ummm... no, do not wake up everyone in the room. Common sense!! I went first thing in the morning and the manager was useless. Total lack of customer service skills. The manager, Jordyn, proceeded to tell me that they never swiped my mom’s credit card and mine was only swiped twice. Ummm... I had the verification from my credit card company of how many times it was swiped and what went through. It was a total run around. She couldn’t do anything and I was told to call Best Western Customer Service. Oh I called, guess what I was told?? The customer service line doesn’t deal will charges by the hotel. Great.
On checkout, we had asked that the payment of the hotel be put on my mom’s credit card. They said no problem, and swiped my mom’s credit card. Upon realizing it later, they charged my mom’s credit card AND still charged my credit card for the room. So both credit cards were charge for two nights each.
I called Customer Service back again and have filed a complaint. The representative called the hotel and talked to the manager... their version... totally different. They told the representative that it was swiped once and it failed but the second time it went through and that they didn’t swipe my mom’s credit card. Total lies and BS. This is how credit card fraud happens. The representative said that upper management has 2-5 days to work this out and I should be hearing back. How awful. I left a review with the actual hotel and the hotel offered me a 10% discount. Haha ummm... not only should you credit me back the double charge, BUT you should credit back my mom too! And as a Diamond Select Member, more should be done. This is absolutely horrifying and should never have happened. But by reading the latest review, it seems like it is common at this hotel. Awful. Awful. Awful.
The manager and other hotel staff were awful, condescending, rude, not helpful, and do not give Best Western a good rapport.
Do NOT stay here.
The hotel itself minus all the above, is just ok. Outdated. The rooms were very hot and humid, regardless of air conditioning being on. We always had to ask for extra towels, shampoo/conditioner and soap... but always had to go down and get it. Oh and parking... haha that’s another story... better park early, not go out and hope you get a spot. Breakfast was ok - but get rid of the waste... use reusable plates, cutlery, cups, etc. Both days and way before breakfast ended, I had to ask for more plates, knives, yogurt, bacon, etc. When I went to the room to ask, the staff were all sitting around chatting... I was handed a knife, a plate, and yogurt. Ummm... what about the other guests who wanted plates, knives, and anything else?! What awful customer service. I wouldn’t even give this hotel one star.
DO NOT STAY HERE. YOU HAVE BEEN WARNED. less