Dark and dirty room, tripled charged my credit card
05/08/2017 Coast2CoastSolo, California
I was traveling with a small dog and a cat, so I got their only available "pet friendly" room. It was a dark and dirty looking room. The sheets were clean and so was the bathroom but the overall feel ... more
I was traveling with a small dog and a cat, so I got their only available "pet friendly" room. It was a dark and dirty looking room. The sheets were clean and so was the bathroom but the overall feel of the place was dingy. The carpet was stained and there were obvious recent accidents from past pets. The refrigerator smelled like dead fish, bad enough it was unusable.There was something smeared on both the table and couch, I don't know what it was but it looked like snot. They did have pet disposal bags but no safe place to walk a dog, especially at night. Additionally, they put a hold on my credit card 3 times. So basically they tied up $496 of my credit for close to a week. The desk staff were very pleasant and didn't understand how that happened but were unable to fix it. They said it should just drop off, eventually it did several days later. It is quite inconvenient to be traveling across country and have that big a chunk of credit held for so long. I haven't stayed at a Best Western in awhile, I am not a fan of their pet policies and fees so probably won't being staying with this chain again if I can help it. less
BWFIS, General Manager at Best Western Fallon Inn & Suites, responded to this review
Thank you for your feedback regarding your recent stay with us. Based on your feedback, I would like to apologize for not meeting your expectations. We strive to be the leader in delivery of superior customer care to each and everyone of our guests. As you can understand, we take all of the feedback given by our guests, whether it is good or bad, as a learning opportunity so that we can implement revised Best Practices to prevent any rare undesirable guest experience.
We understand how important it is to our guests to come to a clean and comfortable room. As a result we have implemented numerous cleaning and preventative maintenance procedures to ensure our rooms are as clean as the sheets and bathroom.
I apologize since you did not think the pet area was safe to walk your dog. We are located right next to Nevada Highway Patrol Office and our staff performs periodic property walks throughout the facility. We are also located within two blocks of a dog friendly park.
In terms of the credit card charges, your card was only pre-authorized on the day of arrival and charged only once, no holds were placed. Every bank has a different procedure for releasing the pre-authorization holds. Unfortunately, some banks do take longer to release these holds. Please contact us at 775-423-6005, with any questions or concerns you may have or if you would like to discuss this in further detail.
Have a Blessed Day
Nimesh G. General Manager