New Year's getaway
31/12/2017 djbarnes14, Merkel, Texas
I pre-paid for the room prior to arriving, yet my card was charged again for $226 after I checked in. Was supposed to be a fun New Year's getaway but was ruined due to this hotel charging me again for... more
I pre-paid for the room prior to arriving, yet my card was charged again for $226 after I checked in. Was supposed to be a fun New Year's getaway but was ruined due to this hotel charging me again for the room that was already paid for. Staff at the front desk basically told me there's nothing they can do about it. Thanks for ruining my trip!! Definitely never staying here again and I will tell everybody I know that is considering visiting Ruidoso to stay away from the Best Western Plus! less
Holly B, Manager at Best Western Plus Ruidoso Inn, responded to this review
Thank you for your review. I apologize that you had an issue during your stay. It has been addressed one on one with the staff. We preauthorize all cards the morning of arrival to guarantee the room and the front desk clerk accidentally did yours, not realizing it was an advance purchase. I have pulled all of the front desk staff into a meeting and explained in length what they need to be looking for and what we can do to ensure the issue doesn't happen again. I apologize that it ruined your new years. We do try our best to fix any mistakes made, unfortunately even though we corrected the issue on our end immediately it does take the bank a few days to release the preauthorization on their end. If you will contact me directly at either Best Western, I will make sure that we make up for the issue during your next stay with us, should you chose to return. We would love to show you that is not typical of our hotel!