Management do not care
05/01/2018 Chris A, Star Lake, United States
I am a Best Western Diamond elite member and you would not believe how they treated me at the Best Western in Brenham, Texas! Best Western promotes their point system and how good it is! Well being at... more
I am a Best Western Diamond elite member and you would not believe how they treated me at the Best Western in Brenham, Texas! Best Western promotes their point system and how good it is! Well being at the top level of this point system has proven to be a nightmare for me . When I tried to redeem some of the points towards a 2 week stay, I had enough points for 7 days. Corporate set me up for the first 7 days of 13 to be for my points. I was to check out and back in for the remainder of my stay. When you check in they swiped my credit card as usual and Saturday was my seventh day. I received a copy of my bill showing that I owed $0 dollars because my points had covered my first 7 days. Much to my surprise on Monday i find out they (Brenham- Best Western ) had charged my credit card $257.00 ! I had earned my points and after confronting the manager (Charlotte Guerra) she thought it was no big deal ! I then had to call corporate and get them involved to get this resolved.$251.00 was returned to me more than a week later! So I had a rocky start to my second week there . I was there for a 2 week intense business class for my career. Thursday morning I go from my room to their breakfast and when i return to get my books out of the room - I can't get into my room! The key does not work, I go to the front desk and they issue me new keys. The new keys do not work ! I go back to tell them and they tell me I do not know how to use the keys! Really a diamond elite member -too dumb to use the keys! They try and after no success and house keeping key does not work , they decide to call in Maintenance. I waited for over a hour - missing a hour of my class that morning. I got first hand view of management that morning , they could have cared less for my situation - they were more worried about yesterdays book and 37 cents the books were off! Noon that day during my break from class I called and complained to Charlotte Guerra (manager ) of Brenham's Best Western and she finally gave me ( by word of mouth) my last 2 nights there as compensation ,for my 2 problems (as at that point i had not received my money back from the billing situation). So my surprise came on Friday morning at 6 am when i go to check out! My bill was overcharged by $80.00 ! I was headed to a 6 hour test and the manager was not there so I decided to wait till after my test to try to get to the bottom of this billing mistake. I had to hurry to catch my plane back to New York after the test and it being Friday I would wait to call the manager -Charlotte Guerra on Monday . You can imagine my surprise when on Sunday I go to see if they had not corrected my $80.00 overcharge and see that Best Western of Brenham had charged my card not once on Thursday but twice ! The day before I even checked out ! First that day was for $508.44 and the second charge was for $251.00 ! This was on Thursday - the day i got locked out of my room and missed a hour of my class! Just another billing mistake they say ! That money was for Christmas gifts for my grand kids ! Today it is 3 weeks later and still no refund ! Grand kids are still waiting for their Christmas gifts ! So i recommend to stay away from Brenham Texas -Best Western - unless you have deep pockets ! less
bwmbrenham, General Manager at Best Western Inn of Brenham, responded to this review
Sir, your credit card dispute had been resolved on our end during your stay. The length of time it took for your bank to credit it back was, at that point, totally up to them. I have sent you a detailed email explaining all the steps we took to correct the matter.