Where do I start on this fiasco?
There is only one reason I am giving this review three stars instead of none and it is because of an employee named Bethany who saved the day. We were in Oakdale on business and I have an unusual name... more
There is only one reason I am giving this review three stars instead of none and it is because of an employee named Bethany who saved the day. We were in Oakdale on business and I have an unusual name...Anneke. I had called from the road and made the reservation for one night. It was a business trip and I brought one card with me for overnight. When we arrived a woman named Cathy that has been there forever checked us in and I gave her my card. Up front I said we were there for one night because we had to be in Santa Barbara the next night on business. She proceeded to mix me up with someone named Angela and run my card for a seven night stay. She said oh no, I ran this for seven nights. I said it can be reversed right because that is my only card I brought and I need the space for the rest of the trip. She lied and said oh no it didn't make it onto the card. Checking on my phone there definitely was a $984 charge that and gone through. She said I don't know what to do and I can't call the manager til Monday! I tried to get thru to PayPal but no one could talk to me til business hours. I called the 1 800 Best Western number and told the person answering what happened and she laughed and said Cathy definitely should have called the manager. She advised me to just get this resolved the next morning when someone different would be on staff. Meanwhile the remote on the TV would not work and we had to do the TV manually and we had to put a towel between the bathroom door so it wouldn't close and lock automatically. The door is heavy and once it closed and we were locked out. Thankfully my husband is a contractor and slipped something in the door to get it to open. The next morning I called PayPal and they said this could take 30 days to resolve. I was freaked out and the girl behind the counter named Bethany was a young girl who had only worked there 1-1/2 months. She knew just what to do. She faxed PayPal on letterhead and got them to reverse the charges right away. She knew I was really upset and brought me a water and a candy cane and gave my husband a toothbrush when she realized he had forgotten his. She took charge and turned a very angry me into being rational again. She needs a promotion!!! She is a gem. less
Vacation23244945547, Guest Relations Manager at Best Western Plus Rama Inn & Suites, responded to this review
I checked you in under the wrong name initially because there were two names that were similar,. As I was
checking with you on the number of nights you said one night when i was checking in a room with multple nights.
I hit cancel on the credit machine, however, it still went through with the large authorization. Until you came back and advised me it went though i did not think it had. I spent serveral hours on Paypal trying to resolve through email because they were closed. The Manager could not have done anything that evening because Pay Pal was closed.
Everything was left including numbers for Brittany to call at 6 am in the morning to get it resolved which she was able to get the infomation for the letter to be typed to release the funds which did happen. As a staff we work together
to resolve any issue which this one needed to be done immediately because you were on vacation. Shanelle also
had a hand in resolving it working with Brittany. I am so sorry this happened. The Manager could have done
anything different we had to wait for Pay Pal to open in the morning.