Lied to in cincy
13/09/2018 coachcampton, Knightstown, Indiana
They took my card and promised they wouldn't take any money out since I was paying in cash. They took out 3 separate charges totaling $160 wich they could not remove or explain. I tried to talk to the... more
They took my card and promised they wouldn't take any money out since I was paying in cash. They took out 3 separate charges totaling $160 wich they could not remove or explain. I tried to talk to the manager for 5 days and had to call corporate to even get him to call me. They finally refunded most of my money, but still owe me $24. All this not to mention they charged me $50 more than they told me when I made the reservation . less
Theresa T, Director of Sales at Best Western Clermont, responded to this review
Dear coachcampton,
When paying cash, hotels still require a credit card for incidentals. This is for people who extend their reservation by telephone, services such as shipping lost and found articles, as well as the rare smoking violation fee. People sometimes use debit cards, which can have the potential to lead to a host of problems. Though we did everything in our power to assist you, there are things that are out of our control. One of these things is debit card holds.
When you checked in, there was a hold placecd on your debit card. This means the funds were neither taken out of your account nor accessible at the time. Card networks (Visa, MasterCard, etc) set outside limits on how long holds can last, then individual card-issuing banks set the actual length of holds. Length of holds varies by bank, retailer, type of purchase and transaction, and cardholder. Unfortnately, the dollar amounts you showed did not match dollar amounts we had in our system. We reached out to multiple sources to try and find out what was going on. When a person pumps gas, it shows one dollar amount as preauthorized in online banking, but the next day, it shows the actual amount pumped. Mr. Compton, if we had the power to reverse pending bank holds immediately, we would be absolutely elated. Our mission is to make our guests happy and comfortable, not surprise them in their pocket books!
I spoke with you, as well as the woman whose name was on the reservsation and debit card, when you brought this to my attention the evening of September 11th, as well as on the phone with corporate customer care a few minutes after we spoke in person. I am looking at documentation that the hotel's manager, Azat, spoke with you, as well as with the bank, the morning of check-out date, September 12th, as promised. He is the highest representative of management, and though you expressed you waited five days to hear from a manager higher than him, you were, in fact, in contact with the manager.
I want to apologize again for the frustrations you experienced with the debit card and held funds during your stay. We hope that you will consider giving us another try the next time you are in the Cincinnati area.