29/05/2019 Navigate25325810467, Richmond, Virginia
The front clerk double charged me and tried to do a reversal. This placed a double hold on my bank account over the memorial day weekend. I am back home in VA and damn if Best Western has collected th... more
The front clerk double charged me and tried to do a reversal. This placed a double hold on my bank account over the memorial day weekend. I am back home in VA and damn if Best Western has collected the correct room charged and is STILL holding the same additional amount from my account. I was assured while there by the BW manager who made the error the extra charge would fall off the next business night which was Tuesday,. Lies. Supposedly BW reversals take 5 to 7 business days to process meanwhile holding my funds hostage. Insead admitting she made a mistake she kept wanting to show me how she put in the reversal. She took no accountability for the process that I am still feeling the affect from. What was suppose to be a fun relaxing vacation became a somber and stressful nightmare. less
Mike N, Owner at Best Western Southlake Inn, responded to this review
Dear valued guest,
Our hotel, like all hotels, obtain authorizations for charges place on bank cards, including security deposits. When customers elect to use a debit card, the removal of the authorization for the unused portion is up to your bank, not our hotel and unfortunately it is not a quick process at some banks. We certainly wish this was not the case. Our recommendation is to always use a credit card and not a debit card when securing a room at any hotel. Thank you for your review.