26/07/2018 Eric W,
Wife and I stayed here for what was going to be one night. We decided to extend for a couple more days. I looked at my credit card statement and the amount charged should have been $186.83 total. Inst... more
Wife and I stayed here for what was going to be one night. We decided to extend for a couple more days. I looked at my credit card statement and the amount charged should have been $186.83 total. Instead was charged $367.72 as the total. I previously was told that there would be a $50 hold on my card, just in case I used the shuttle, their dry cleaning service (there are no washer/driers on site), or bought their water (I didn't use any of their services). I called the credit card company and they said that the hotel did do a $170.15 refund that wouldn't be available for 3-5 days. This still left me getting overbilled by $10.74. This inconvenience wasn't a big deal to me and I still was going to extend my stay as the front desk employees were polite. However, I didn't want anymore holds put on my card. Everything was going good until Manager Michael got involved. He stated that I originally had booked two days (not true) and then he stated that I scratched something out on the receipt when I checked in (again, not true). When I tried to explain what happened, he gave me his version (basically calling me a liar). I believe that he was expecting me to be confrontational so he automatically went on the defensive. I felt that he was aggressive towards me and tried to put the blame on me. When I wrote a negative review of his actions, he feels compelled to email me. He doesn't email me to try and correct anything, he emails me to insinuate that it is me with the problem and not him. In his email, he stated:
"Your off the cuff comments with regards to me as a person only goes to show the character of the person leveling those character attacks."
If you read any of the negative comments that Michael has replied to, you will see that he likes to place blame on the customer. He has been very demeaning in some of his comments.
I will avoid this place in the future as Michael Luna only wants to place blame instead of accepting any responsibility. I still don't understand how a $50 refundable fee turned into a $170.15 fee for a three day stay. So Michael; yes, I take full responsibility for my actions of staying in a hotel when your name comes up repeatedly in negative reviews. I should have listened instead of giving you the benefit of the doubt and staying at your hotel. I guess I will just have to suck up the extra $10.74 overcharge as well. I'm sure your arrogance will take you far in your career. less
BWInnofTempe, General Manager at Best Western Inn Of Tempe, responded to this review
Dear Eric Wiley,
Thanks again for continuing to attack me, as I said in my email(the rest which you failed to post) I was trying to assist you in understanding the charges you had at the Hotel, our GSA Bri tried to explain them and you had a hard time understanding, at no point in time did I insinuate nor call you a liar, I simply pointed out the charges and you accepted then decided to write reviews attacking my character along with some due to a conversation that lasted all of 3 minutes. I'm happy you posted that small excerpt from my email correspondence to you because, AGAIN, your attacks speak volumes about who you are.
I have been in Hotel Industry for many years, opening up New Hotels, traveling to new cites all across this Great Country and the World, got the opportunity to meet some amazing people and have excelled at the highest levels due to my stellar Guest Service, and I learned many things but what I carry with me most is this; when I encounter a person such as yourself that attacks without no cause I pause and tell my self to forgive, you might have some issues going on in your Life to make you act in such a way and for that I forgive and forget.
I'll end with what I told you Mr. Wiley, I wish you and yours nothing but the best, I will pray for you take care.
480-784-2233 EXT 155