Worst Costumer Service EVER
21/03/2019 bravesbrat, Chesapeake, Virginia
After checking out and given a receipt with a $0 balance, noticed credit card charge of $152 from hotel the day before even though it was paid in full with travel site. Called hotel and was informed ... more
After checking out and given a receipt with a $0 balance, noticed credit card charge of $152 from hotel the day before even though it was paid in full with travel site. Called hotel and was informed that it was for “damaged towels”, understand that yes we have dyed hair that bleeds slightly and has always washed out without any issue (slight bleeding is normal with do it yourself dye, since that is our budget. Shampoo interacts with the dye and pulls it off of hair, so slightly bleeding. Since shampoo is able to strip off color, detergent can wash it out of towel.)
Called hotel and questioned charge, however none of the staff could find where it was even charged. As they too saw it was no additional charges, so asked for a manager. Initially refused to further speak on issue and just stated damaged towels, $152 worth of towels for 2 people?? Asked to speak with manager and was constantly directed to reservation line, every attempt calling hotel resulted in transfer to reservations. When directly requesting a manager, was always told none available.
Finally had contact with the GM (Alicia) and she very rudely said that due to towel damage, card is charged. Asked how did you know of towel damage prior to checkout since the room was not cleaned throughout stay? Asked for proof of damage and nothing, especially since credit card is showing charge prior to check out yet check out receipt has no balance. Asked why charged on credit card before checking out yet receipt given stated no balance upon leaving? Asked what exactly is damaged? As was there an attempt to wash and it wouldn’t come out? Ok maybe could understand the charge, however most important issue was charge occurred BEFORE we left hotel and room had never been cleaned so they had no knowledge of “damaged towels” until after checking out. Not one employee can find the charge in the computer system, on the GM (Alicia) has knowledge of the charge and refuses to state anything more than damaged towels.
Thanks to constant dodging when called, I vow to never stay at any Best Western (also will make sure my friends and family are aware of this behavior from BW) as this is absolutely insane and very unprofessional to avoid customers and make charges without proof. Informed Alicia that reviews will be posted on every site possible and it didn’t seem to bother her in the slightest ... so thank you GM Alicia for letting me know exactly how you run your hotel, how you are willing to avoid and disrespect your customers and I will be sure to never step foot on any BW ever again. less
BWPlusRichmondHillin, Heather Spice Management at Best Western Plus Richmond Hill Inn, responded to this review
Thank you for the stay at the Best Western Plus Richmond Hill.
Kindly accept my sincere apologies for the inconvenience caused to you howsoever during your visit.
I am extremely disappointed that you had an unfavorable experience this time.
The issue is really important to us and the incidence is being verified.
This is not a regular feature of our hotel and we request your understanding and continued patronage.
Heather Spice Management.