Worst experience I’ve had in customer service
I was a lone traveler passing through Chicago. I had been driving 6 hours to reach this destination. Once I arrived I didn’t feel safe. It was dark and late at night and I had to use one of the parkin... more
I was a lone traveler passing through Chicago. I had been driving 6 hours to reach this destination. Once I arrived I didn’t feel safe. It was dark and late at night and I had to use one of the parking spaces right on the street. I entered the hotel with my pepper spray because I was scared, and was met by the front desk agent. I asked her if there was somewhere safer to park my car and her response was “You shouldn’t park it where you parked it. There are a lot of car crashes on that road and your car could very well be damaged” I asked again where to park my car. She then suggested “against the fence in front of the hotel is the safest but there are no available spots. I do leave in a few hours so you can have my spot when I leave.” I was dumbfounded that the only suggestion to keeping my car safe was to wait a few hours for her to end her shift. (Reminder I had been driving for 6 hours and it was already 11pm). I took a deep breath and ignored my worries about my car because I needed sleep. I asked her for my room key. She said I had two reservations so she would need to put both reservations incidentals on my credit card. I told her I had already been refunded for one the reservations. She said “My computer says I need to charge you for both”. I asked her to check again because I had already paid for both reservations in full. She checked and said. “Oh I see it now. You only have the one reservation. I can get your room key now.” I gave her my credit card and I asked her for a receipt since i was worried about the back and forth she had. She rudely snapped at me and said “if you don’t want to be helped then I have no obligation to help you.” At this point I went back to my car and started crying. I was tired, worried about my car and scared. I gathered myself together and walked back in and said I will not be staying there and I need confirmation that she cancelled my reservation. She charged me in full for both nights of my reservation even though I didn’t even stay one night. I had to search around for a new hotel around 11:30pm that night. I called the next day to get a refund at least on the second night and the manager working the next day said she needed to speak to her employee before she could confirm or deny my story. She promised to call me by 4pm on October 8th. I still haven’t heard from her. I gave her a few business days and called again on October 14th. I spoke to someone new at the hotel. They said they would speak to the manager and I would hear back in the next two days. I still haven’t heard back. I am begging anyone at Best Western or Trip Advisor to please help me get in contact with anyone. I haven’t been updated with anything and no one has called me back. I am out $250 for not having stayed at Best Western and having been treated very poorly. less
Brandon M, Guest Services / Front Office at Best Western Plus O'Hare International South Hotel, responded to this review
Please accept our sincerest apologies that you had chosen not to stay with us. We certainly sympathize with your frustrations in attempting to cancel your reservation. However, to ensure transparency and allow other readers to have correct information, I must point out at that after reviewing the security footage there are several discrepancies related to the dialog exchanges you quoted in your review. At no point were you told your vehicle could be damaged nor were the words "we have no obligation to help you" ever spoken. Respectfully, that simply is not true. By your own ambition, you were already a bit frazzled upon arrival and our agent attempted to assist the best that she could, within her authority, even going so far as to offer her parking spot so that you had a spot which you would be more comfortable with.
However, we do still want to help you out and certainly empathize that it is a hard pill to swallow to have to pay for both nights of the cancellation. As such, your credit card was refunded this afternoon for the 2nd night of your reservation which should reflect on your card within the next few business days. If you do not see it within the next few business days please feel free to reach out to me directly as I am here to assist.
Guest Relations Manager
Best Western Plus O'Hare International South Hotel