Charged me for 2 nights and I only stayed for 1 night
Best Western San Dimas This hotel is nice but some of the people that work there are awful. We stayed there for one night November 8th and checked out at 11, we had a collegiate game to attend at no... more
Best Western San Dimas This hotel is nice but some of the people that work there are awful. We stayed there for one night November 8th and checked out at 11, we had a collegiate game to attend at noon. We took our stuff and left, waved bye to the same gal that checked us in on Friday. We told her we were out of our room. They charged us for another night that we did not stay and even gave us a whole new reservation number for it. I called the hotel to tell them their mistake, but the manager only works for a few hours a day and Pamela, the person that answered the phone could do nothing or wouldn’t do anything. This is a total rip off and giving Best Western a bad name. I have reservations on Dec 18th that I am cancelling right now. less
Tiffany W, Manager at Best Western San Dimas Hotel & Suites, responded to this review
Dear Sandy,
Thank you for your feedback regarding your stay. I did receive a call from the front desk the weekend you were here and they informed me that it was after 1 pm and you were due to checkout that day. You were nowhere to be found. We tried calling you and no response. After that, you are considered a stay over because we are assuming you are not leaving when all your belongings were in the room and you were not present. Being sold out that night, we ending up walking another guest because of your stay over. Pamela did call me yesterday utterly distressed to inform me that you called 3x yelling and screaming at her as she profusely apologized to you trying to calm you down. You didn’t leave a call back number so that I can rectify this situation personally, instead you thought it best to damage our reputation all over the internet today. I would love to speak to you as our goal is to make our guests’ happy. And for the record, I am on call 24 hours a day 7 days a week, weekend, holidays Etc. You’re welcome to call your bank and dispute the charges if you disagree with the charges. That is the more appropriate way to deal with these situations instead of the way you went about it. The entire Best Western Team does want to wish you a Merry Christmas and we do apologize for the experience you had.
Sincerely,
Best Western San Dimas