Let me start off this story saying Terry was the ONLY helpful staff there.
I needed a last minute room, and Terry was more than helpful. I needed an early check in, and Terry was super nice and made sure that happened for us. I told her I would call an hour before I got there to insure the early check in (because we were driving from 6 hours away), and a man named Travis said that he could not do that for me, that he had no rooms available, and that was just not possible. I called again, and asked for Terry, and she knew right away what was going on, and she ensured the room was ready by the time we got there. So thankful for that. I had prepaid online with my husbands card, but at check in, they told me they needed me to pay 10 dollars for a dog fee. No problems, I understood, so I asked if I could pay for it with my card, FOR ONLY 10 DOLLARS. No problem. We checked in, the room was nice and clean. The next day I checked my bank account, and they had taken 193.00 out of my account. I went up to the front desk, and Travis had no idea what happened, so a lady named Tiffany came up, and "tried" to explain it. they said that was for the room, the 100 dollar accidental fee (which is understandable, Travis just had never told me about it, nor should it have came off of my card, should have been on my husbands), and then 93.03 for the room and the dog fee. The room had already been paid for, so I paid for the same room twice. Tiffany basically blew us off saying it wasnt their fault they charged me twice, it was the websites fault that I booked the room on. How does that work exactly? I showed her my husbands account where the transaction came out for the room, and I also showed her mine. and the conformation numbers, etc for the room. She just said there was nothing she could do about charging me twice. She said the 100 should come off for the "accidental fee" when we checked out. Two days later, the fee is still on my account and has been posted. I called, and once again Tiffany answered. She said it was my banks fault, and that I needed to talk to them because they probably have a "hold" on it. Called the bank, no hold. I am putting a dispute on the charge, because IT SHOULDNT BE THERE. I called tiffany back and made sure the room was fine when we left, she said yes. She and travis have no idea what happened. She asks me if I can be put on hold, but I can hear her talking in the background. She said something about Travis charging my card when he shouldn't and that she doesn't know how to tell me that. "How do I tell her that?" the lady said. Terry came on the phone, and said he charged my card when he shouldn't have, added some money on accident and then took it back and they couldn't give me the 100 back without talking to the bank because they want the bank to refund me the money instead? This was a nightmare. My husband and I together are out almost 300 because of their mess up. And yet they can't do anything about it? They're just taking my money, and want someone else to refund me so they don't have too. I have to travel again this weekend, and I WILL not stay at another Best Western because of the nightmare these people caused us. 4 hours on the phone later, no money back and I still paid for the same room twice. Thanks, guys. less