Stranded in NYC with no Money
I am on day three of a five night stay. Until today... I had nothing but praise for this particular Best Western location. The price vs location could not be beat... or so I thought!! At 9:00 pm I beg... more
I am on day three of a five night stay. Until today... I had nothing but praise for this particular Best Western location. The price vs location could not be beat... or so I thought!! At 9:00 pm I began to receive alerts on my phone in reference to the card that was on a hold for our incidentals. I immediately got dressed (I was going to bed as I had been up since 3:00am due to a filming call) and headed down stairs. The hotel had charged almost $700 to my card. At this point please keep in mind the only authorization I had given for this card (my business account) had been a $100 charge. Given that my fist night was a separate reservation than the rest of the stay, I then authorized a “rollover” of the same card for the next hold. The Assistant General Manager, Eddie, was the one who helped me.
Upon alerting Mariela, the one bright spot in this experience, to the situation, including allowing her access to my card transactions... she then attempted to help me in every possible way, including contacting Eddie, who then made one phone call and proceeded to ignore her for the next two and a half hours... until it was time for her to go home. In the process of all this the hotel then charged my card an additional almost $700.
So here I am, in NYC... with my 70 year old disabled mother-in-law... until Saturday afternoon with no money, insufficient funds on my business account, and two bounced scheduled payments that posted at midnight.... and Eddie just stopped calling his staff back and is just ignoring the issue.
What will I feed my mother in law with? How will I get her to the airport on Saturday? less
Rob G, General Manager at Best Western Plus Hospitality House, responded to this review
Thank you for your stay with us and for your review of your recent experience at our hotel and brand. We are honored to have served you.
We are sorry if we did not meet your expectations with regard to the method of payment presented. I apologize for any confusion revolving around this mis-communication and misunderstanding with Eddy. You and I spoke this morning and I think perhaps we have a mutual resolution in hand that will satisfy your complaint . There was not much that could have been done outside banking hours regarding transactions during the night. We also discussed compensating you in the interests of good customer service for this experience.
Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future.
We hope you will come back and see us again.
Thank you again for taking the time to post this review. We appreciate your patronage of our hotel and brand.
Best Western Plus Hospitality House