Great room, horrible service.
13/12/2016 rosie_rie88, Grand Junction, Colorado
I chose this hotel for the great value they had for a suite, and the room was so great! Especially for the price. Upon arrival I asked to pay for the room using two cards. The gentleman, David, at the... more
I chose this hotel for the great value they had for a suite, and the room was so great! Especially for the price. Upon arrival I asked to pay for the room using two cards. The gentleman, David, at the service counter assured me this would be no problem. Come the morning those two cards were charged, and my other card was charged as well. I understand that the money needs to be held at check in, but it shouldn't have been twice the amount of the room on two cards. The next morning I spoke with Josh at the front desk. He was very condescending, and even after showing him my two bank statements he refused to admit that I was charged twice. Luckily my bank has better guest service than this hotel. less
toriGolden, Owner at BEST WESTERN Durango Inn & Suites, responded to this review
We are absolutely thrilled that you enjoyed your stay and your room and are so bummed that your billing confusion has caused such frustration. My sincerest apologies. Indeed, there is no problem using 2 credit cards to settle charges. I know Josh tried to do his very best to explain, that upon check in, credit is established using whatever form of payment you present which, in your case was your DEBIT card. The bank issues an authorization code to us until the time of check out. At that time, we tell the bank how much of that pre-authorization is required and we bill your card. Your card issuing bank will then reverse the authorization based on your final bill , but the amount of time that it takes for that authorization to reverse is determined by your card issuing bank. During that amount of time, it may appear that you have been billed twice, when in fact you have not been. And I suspect, as you look at your account, today, the authorization has dropped off. Your bill was settled correctly and I assure you that you were not billed twice. Thank you so much for the opportunity to clarify on TripAdvisor. It is something for all travelers to consider especially when using a DEBIT card. Much appreciated and I hope this helps in your future hotel stays.