Great rooms, Wont answer the phone, Hold issues with card
07/02/2017 Dan E, Lynchburg, Virginia
I stayed 3 nights 1/31 - 2/3. I booked online as the desk would not give me a corporate rate. Arriving at the hotel 10 min later my reservation was still not in the system, 30 min and still not the... more
I stayed 3 nights 1/31 - 2/3. I booked online as the desk would not give me a corporate rate. Arriving at the hotel 10 min later my reservation was still not in the system, 30 min and still not their. desk clerk manually entered my information.
Checking my bank balances I noticed 3 credit holds for this location!
asking at the desk when checking out I was told to take it up with the manager, given a business card. with no answer when called later that day.
figure I would wait a day, Sunday I tried calling the hotel and manager no answer, called other location " we dont call them they never answer" called Best Western customer service, They couldnt not call into the hotel either. ( and never followed up on my case file as they said they would )
Further, the desk clerk had me sign for one rate, and my check out rate was higher! oh she made a mistake.
I did finally reach the hotel manager monday afternoon, got the rate credited to the fourth charge that went through, as I still had 3 other charges pending from them.
It is Tue 7 days has transpired, I still have one erroneous charge pending! really jammed up my credit card.
I had reserved a room for the following week, but moved on down to HI, same rate. better experience. less
Rebecca R, Manager at BEST WESTERN PLUS Wilmington/Wrightsville Beach, responded to this review
We apologize for the billing issues you experienced. Unfortunately, this can happen when guests book a room while sitting in our parking lot. Because your reservation hadn't had time to process before you entered our hotel, we booked another reservation for you, and did accidentally put in the wrong rate, by $3.84 per night, which we have credited back on your card. When the original reservation did cross over, an authorization was retrieved on the card in error, but it was voided. The pending charge your see will fall off your statement, as it was voided in our system. We apologize that your credit card company has not removed the charge in a timely manner. Again, we regret the confusion caused to you. Finally, we are unsure why you were unable to get through to our hotel, and apologize that you experienced difficulties trying to reach us. We hope you will reconsider staying with us again in the future as we are sure you will have an improved stay.
eCommerce Marketing Manager
BEST WESTERN PLUS Wilmington/Wrightsville Beach