Half-finished room, almost $1,000 in fraudulent credit card charges, worst CSRs ever.
I made a reservation for an accessible room for the dates Oct. 27-30, confirmed by Expedia. On arrival, there was no access ramp to the building and I found the room to be half-finished with loose mi... more
I made a reservation for an accessible room for the dates Oct. 27-30, confirmed by Expedia. On arrival, there was no access ramp to the building and I found the room to be half-finished with loose mirrors and paint cans in the room and no lighting in the bathroom. I was still prepared to be nice at this point, so all I did was ask at the desk if they would be able to finish the room on Monday, when I assumed the workmen would be back. However, they then debited $947.50 from my CC for a 3-night stay for one person. Since then they have alleged, first, that Expedia made me 3 separate reservations, which Expedia didn't as far as I can tell; they then tried to claim I had an "extra person" staying in a different room and THAT's what the charges were for ($600.00?!), and finally they alleged that I changed my arrival and departure dates and incurred the fees myself as a "no show". None of this is true. I can document every step from my confirmed reservation on the *exact* dates I stayed, through the fraudulent charges by Best Western (NOT by Expedia!) on my account. Additionally I can second the person who complained that the keys don't work. I was locked out of the hotel late at night after a hard work day and had to struggle all the way around the outside of the building in the dark with my walker to get in. I lost 1.5 days of business trying to resolve these issues, which did not get resolved until just now, 9:35 p.m. on the day after I returned home. In fairness, the situation HAS now been resolved, so let's just hope I didn't lose any business during the 1.5 days I had to be away doing nothing but documenting this, screengrabbing that, and arguing with CSRs. Persons in wheelchairs need to know that while the rooms may be accessible, the outdoor sidewalks are NOT. This will be my last stay at a Best Western. less
gmbwshlby, Guest Relations Manager at Best Western Shelbyville Lodge, responded to this review
I’m concerned about the problems you experienced at our hotel during your recent visit. I’m writing to thank you for taking the time to bring this matter to my attention.
We accommodate many guests each evening, and we strive to make their stay a satisfying one. The principal goal of our hotel is to provide dependable service to each of our guests at reasonable prices. Consequently, it’s disappointing to learn that you were unhappy.
Please accept my sincere apology.
Also I want you to know that the comments that we receive from our guests are taken seriously. Your willingness to share your recent experience is genuinely appreciated. I do apologize for the inconveniences caused to you . I hope this satisfies you and make your next visit to our motel a comfortable one.