Bait & Switch - OH State Attorney General Notified
27/08/2019 MeeferRadness, Dansville, NY
My son and I take frequent, extended road trips and have probably logged 50+ hotel nights in the last two years. We stay in cheap hotels and stick to a $100/room limit. (You can still find really good... more
My son and I take frequent, extended road trips and have probably logged 50+ hotel nights in the last two years. We stay in cheap hotels and stick to a $100/room limit. (You can still find really good rooms for under $80!) This Best Western was listed for $92 online. 2 adults and 2 beds would increase that, but when we called we were quoted $91 for a room with two beds. We were told that the pool and hot tub were both closed so we assumed that is why our room was discounted. She confirmed the price a second time after taking our CC info over the phone.
When we arrived our room was now $160 + $24 tax. That is TWICE the cost we were told. The woman behind the counter (not wearing a name tag) said she was the one who took our call and made our reservation and she didn't remember quoting us a price. Well, I DO remember hearing her, then my son saying, "$91 but no pool, what do you think?" before agreeing to the room. (She also asked for the 3-digit validation # on my CC which no one else in 14 previous states had asked for, so now I have to watch my CC statement for fraudulent activity.)
We had driven hundreds of miles that day, this hotel is in a busy area that we were not familiar with. There was no way to get another room at that point and I did not want to sleep in the parking lot. I'm sure they count on this when you're checking in at 8:00pm.
We had to ask for the AAA discount, it was not offered.
No pool, no hot tub, no restaurant/bar, no room service. The room was clean with two beds and the same amenities as a Super 8. The second floor hallway smelled of marijuana smoke in the morning (also reported by other reviewers), so this is not a smoke-free facility. This was NOT a $160 room.
In the morning I told our story to the new person behind the desk. We showed him our screenshot of the $92 room. He said, "Google isn't our website." We showed him the current website for this very BW showing $103 rooms, he said he couldn't explain that. He said repeatedly, "We don't have rooms for that price," even though we showed him multiple places where they were advertising rooms for that price. We came out of our way to stay here because of the price we were offered, and they switched the price when we arrived. That isn't legal.
I gave the deskman ample opportunities to say they had made an error, and to correct it. He did not. I told him that I had no choice but to contact the State Attorney General because this was classic Bait & Switch, he told me that was fine. I went back up to our room and took photos because, after reading other reviews, I began to worry that they would also steal my deposit.
NOTE TO THE MANAGER READING THIS: Please DO NOT cut & paste your smarmy response here like you have done to all other negative reviews. You can contact me directly, you have my address on your copy of my letter to the State Attorney General. Remember to enclose the $71 you stole from me. less
BestWesternPlusAkron, Manager at Best Western Plus West Akron Inn & Suites, responded to this review
Thank you for taking the time to leave feedback regarding your recent stay. It sounds like you may have misunderstood or misheard the pricing during the reservation process. The weekend of your stay there was a large local event which meant our rates were set to over $150 a night from a year in advance, in fact we had rooms sold for over $200 that night to guests that were fully aware of the pool and spa closure, which I’m sure you noticed as well when you were looking for a hotel between Cleveland, Akron and Canton. If you did show a screenshot of the $91 rate we would have to look it up on our end for the same dates to be honored prior to the check in process where you signed the registration card agreeing to the rate and policies. The rates you may have seen may have been for a different date. The only rate that was adjusted after making your reservation was the application of a AAA discount that brought your rate down from $165 to $148.50 plus taxes.
Regarding a deposit - the folks that have left negative reviews are guests that were clearly found to have been smoking in our rooms which is against hotel policies, we do not “steal” or want to keep anyone’s deposit, we simply want guests to abide by the hotel policies for the comfort of all our other guests.
Thank you for taking your time to share your feedback with us