Refund disaster
I never actually stayed here. My review has to do with their ridiculous refund on policy. I booked a room in late 2019 for a room in a group reservation for a wedding in may 2020. Coronavirus virus hi... more
I never actually stayed here. My review has to do with their ridiculous refund on policy. I booked a room in late 2019 for a room in a group reservation for a wedding in may 2020. Coronavirus virus hit and I started trying to secure a refund in March. By the way they charged my credit card in november so they already had my money for 4 months. They were rude and unwilling to refund more than 50% which I find unfair due to a pandemic. I mean really?? It wasn't until I got a local tv station involved that I was able to get a full refund. The entire process took 11 months! So they had my money 11 months. They refused to do the right thing until they were forced to. As far as I am concerned they were trying to steal my money. I have never seen such poor customer service from a hotel, EVER. less
Aaron Krug, Owner at Best Western Dry Creek Inn, responded to this review
Dear jennifernQ5986DH:
Thank you for posting your concerns with respect to our Group Contract Policies.
In October of 2019, a contract was signed by the Bride to be, for a wedding occurring over Memorial Day weekend 2020.
The Terms and Conditions of our Group Contract were fully explained to her and were agreed to at the time of the contract signing. Included in our Terms and Conditions are the deposit and refund policy, required to be adhered too by each individual guest at the time of booking. Therefore, when making a reservation within the Group wedding block, each guest is required to meet the following requirements, as stated in the contract: A first night's Non-Refundable deposit is required at the time of booking. If a guest cancels the said reservation 30 days or more prior to the event, a 50% refund is issued. If the guest cancels within the 30 days of the event, the entire deposit is nonrefundable.
Unfortunately, to no one’s fault the pandemic hit the world. In May, when we received notice from the Bride that her wedding had been rescheduled to sometime in 2021. We offered two options for all wedding guests. One, was to move all Wedding guests holding reservations for no charge, to the new date when it was determined. Thus, securing their full deposit for the new date. Or cancel their reservation and issue a refund of 50% per the contract. We are terribly sorry neither of these options worked for you.
In September, we were contacted by Best Western's Customer Care Department with respect to your individual reservation. After some discussion with them, we all felt it was best to ignore the Terms and Conditions of the contract and issue you the final refund. Putting an end to our mutual dispute.
We are sorry you felt the hotel was attempting to steal your money. The hotel was simply asking you to perform under the Terms and Conditions set forth in the contract.
We wish you to be safe during these stressful and unprecedented times.
Sincerely,
Aaron Krug
President and COO
Best Western Dry Creek Inn