Very bad experience
15/10/2018 Adrian-shenngin, Malaysia
I want to comment on the way this hotel handle things in a very BAD & UNPROFESSIONAL manner. I don't mean their service, but the way they operate & handle matter. The room was booked from online chann... more
I want to comment on the way this hotel handle things in a very BAD & UNPROFESSIONAL manner. I don't mean their service, but the way they operate & handle matter. The room was booked from online channel and was fully paid, upon check in I was asked by the front desk for a credit card for deposit. When I returned home, suddenly I notice my credit card was charged, investigation found that the third party agent had not paid the hotel, and then, WITHOUT MY CONSENT, hotel charge my credit card for room charges. I already paid online and again i was charged on my credit card, after hotel was being notified, it took me almost 1 week to get my payment back and i have to cal a ew times to clarified the situation! MY ANGRY question is WHY can't hotel look for the agent for the room charges?? and without CONSENT CHARGE to GUEST!!! the experience for this hotel is HORRIBLE! less
bestwesternhollywood, Hotel Manager. at Best Western Hollywood Plaza Inn, responded to this review
Let us thank you for taking your precious time to write a review about your recent stay in our hotel.
We would like to sincerely apologize for all the inconvenience you had due to the mistaken credit card charge.
We would like you to know that the things you described are not typical at all in our high standard hotel, but I ensure you that the appropriate measures are being taken.
Overall, it would be really nice of you if you gave us a second chance, you can be 100% sure that we will commit everything to provide your perfect comfort