Fraudulent charge for a phantom booking!
13/06/2017 Ron R, Montrose, Colorado
Be very cautious when providing this hotel with your credit card for a reservation, as the manager cannot be trusted. We made reservations here on May 22nd at 5:51am MDT for stay on June 13, 2017 for... more
Be very cautious when providing this hotel with your credit card for a reservation, as the manager cannot be trusted. We made reservations here on May 22nd at 5:51am MDT for stay on June 13, 2017 for which we have a written confirmation #187308361. We had a change of travel plans and called about 1pm on that day to cancel the reservation. We were informed by the "manager," Marshal, that they had us arriving the night before and that we were a no-show and they had charged us for that night. He was informed that we had never made a reservation for that night and that we had a written confirmation in hand. He initially said it was not a problem and that he would check into the issue. We were passing through Oak Harbor, so stopped in at the hotel and showed him our written confirmation for the night of the 13th, which he acknowledged, and, again he said he would straighten it out. Fifteen minutes later, Marshal called us to say that he would not refund the charge and that we would have to call Best Western. We called Best Western reservations and we talked with Andrea in customer service and she assigned us case number 170613-3753. Andrea called Marshal, and he would not change his charge and that they could not over ride his bogus charge. She was sympathetic and said she did not blame us for being upset, particularly with our proof of confirmation for a different night. This man is a cheat and has caused a charge to our credit card that is unauthorized and fraudulent. Someone may want to advise Marshal that we have proof of our reservation for a night other than that for which he is attempting to charge us. Of course we are going to deny the charge, and if Marshal continues to place fraudulent charges, we will file criminal charges with the local authorities in Oak Harbor. less
C S, General Manager at Best Western Plus Oak Harbor Hotel and Conference Center, responded to this review
Dear Ron R,
We do appreciate your feedback regarding the No Show charge. As you know, your reservation was not made directly with this hotel's reservation team, it was created by another party. Your arrival date was initially for June 12 and you informed us that it was changed to June 13, this change did not reflect what appeared in your reservation when you contacted the hotel and that is why a No Show charge was applied.
In addition, I can assure you that no team member at this location would ever create a phantom or fraudulent charge, each and every team member is extremely trustworthy, by no means a cheat. As we do sympathize / understand your frustration caused by these turn of events, we will move forward with a Goodwill Credit to reverse the charge.
Again we do Thank you for your feedback