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Full charge at cancellation
Posted by on
, AUSTRIA -- My complaint is against the Best Western Hotel Erzherzog Rainer. 1040 Vienna, Wiedner Hauptstraße 27-29, Austria. T (+43-1-) 501 11 0; F (+43-1-) 501 11 350. On July 27th 2007

I booked one single room for six nights, for September 23rd 2007. I did it online, through the site BOOKING.COM. At the time of my booking the web-site clearly stated that cancellations prior to two days before the booking date would be free of charge. It was also stated that my credit card would not be charged, and the full amount would only be paid in my arrival at the hotel. However, as I booked it, for some unknown reason, the date came for August 23rd 2007 and not for September 2007. I then contacted the hotel to change the date (to September) or to cancel my reservation. They said that the hotel was fully booked for September and they charged my credit card for the FULL AMOUNT of six nights, which was 391€. That was when I saw that, at the booking confirmation, a very different cancellation policy was stated:

Cancellation policy
* Please note, if cancelled or modified, the total price of the reservation will be charged.
My comment: The hotel placed this crazy "cancellation with full payment" policy only AFTER the booking confirmation. Think with me, what is the point of having this cancellation policy if the full amount is charged anyway? If the hotel wanted to be fair, they should NOT cancel my reservation, so I would be charged BUT the room would be booked and available. The way they did, I was charged AND the room was canceled. Of course, the hotel booked this room to somebody else and made a cool double profit on my expenses. Is it fair? Is it honest? Then the Hotel offered to me a one-night voucher (written "depending on availability") after charging me for six nights. This is an insult ridiculous and an insult for my intelligence.

I wrote emails to BOOKING.COM, the Hotel Erzherzog Rainer and to the Tourism Service Government Agency in Vienna, Austria. Below are their replies:

====== BOOKING.COM ==========
Subject: Hotel Erzherzog Rainer (48323150)
Date: 5 August 2007 12:39:37 GMT+03:00
To: fornari

Dear Mr. Fornari,

Thank you for your message, and please accept our apologies for any confusion you may have experienced in making your reservation. Please be informed that you have booked a special offer, which is bound to certain conditions. Below you will find a copy of the conditions for this rate, as stated on the hotel's homepage and in your email confirmation:

Cancellation policy

* Please note, if cancelled or modified, the total price of the reservation will be charged.

Please note that this is the policy of the hotel and not that of BOOKING.COM. Should you wish to dispute this policy, you must contact the hotel directly.

Hotel Erzherzog Rainer
Phone: +43 1 501 110
Fax: +43150111350

We hope this fully explains the terms and conditions of the special offer you selected and why your credit card has already been charged by the hotel. We apologize for any inconvenience and thank you for your understanding in this matter.

Kind regards,

Lithal Yosef
Customer Service Team

Subject: Hotel Erzherzog Rainer (48323150)
Date: 15 August 2007 19:17:54 GMT+03:00
To: fornari

Dear Jose Fornari,

Hello and thank you for your mail.

Again, please accept our apologies for your ongoing frustration regarding this hotel's cancellation policy. Unfortunately, as stated in a previous message, your credit card was correctly charged by the hotel in accordance with the hotel's cancellation policy:

The total price of the reservation will be charged on the day of booking and is non-refundable.

Each hotel on website has their own individual cancellation policy and also the policy's vary per room type which is why the hotel advertise another policy.The room type which you chose was the Advance Purchase which means the room is pre paid and is bound with the Non Refundable cancellation policy.

Please note that BOOKING.COM does not use your credit card information but merely passes it on to the hotel, and therefore all questions regarding payments and fees charged must be addressed to the hotel directly.

We understand your frustrations in this matter and hope that you can find a satisfactory solution with the hotel. Please feel free to contact us with any additional questions or concern. Again, please accept our apologies for any confusion or dissatisfaction you may have experienced in using our services. With your feedback, we can make the necessary improvements to better serve you and our other customers in future.

Kind regards,

Olivia Redrup
Customer Service Team


================= Hotel Erzherzog Rainer =============================

Subject: Your booking in September 07
Date: 27 July 2007 12:25:08 GMT+03:00
To: fornari

Dear Mr. Fornari,

thank you for your email.
We kindly ask you to contact to let them know
that you want to change your reservation.
We unfortunately cannot change it, because we are fully booked.
You have to ask

Sorry for the inconvenience.
Best regards

Martina Jeric / Reservation
Best Western Hotel Erzherzog Rainer
Schick-Hotels - Over a century of Viennese charm

1040 Vienna, Wiedner Hauptstraße 27-29, Austria
T (+43-1-) 501 11 0; F (+43-1-) 501 11 350

Schick-Hotels Betriebs GmbH, Taborstrasse 12, 1020 Wien
Geschäftsführer: Dr. Martin Schick
FN: 199308 a, Handelsgericht Wien, ATU51565809
Hotel Stefanie - Hotel Am Parkring - Hotel Capricorno - Hotel City Central - Hotel Erzherzog Rainer

Subject: AW: Hotel Erzherzog Rainer (48323150)
Date: 31 July 2007 16:26:56 GMT+03:00
To: fornari

Dear Mr. Fornari,

If you log on to you are able to look for hotels in Vienna. When you get there and you look at our hotel, you can
check availabilty and it shows the different room rates including the conditions. And the name of the rate "Advanced Purchase" says everything.
I don't know exactly why the reservation changed to August. Making sense or not, I cannot change anything about it.
Even though it might say several times on the page, that the reservations can be cancelled, you always have to check the conditions on your room rate,
just like when you book a flight.

Unfortunately we are fully booked on the dates in September. That's why you weren't able to book a room on these specific dates. And therefore
we weren't able to change the reservation, as we would usually do, if we have rooms available.

Because, that we are not able to cancel or put the amount back on your credit card, we could offer you to send a voucher and you can use it either for
you or a present for someone else.

Again, we are really sorry about all of that.
Please let us know, if you would like to accept the offer of sending you a voucher with the amount paid by you.

Best regards

Martina Jeric / Reservation
Best Western Hotel Erzherzog Rainer
Schick-Hotels - Over a century of Viennese charm

1040 Vienna, Wiedner Hauptstraße 27-29, Austria
T (+43-1-) 501 11 0; F (+43-1-) 501 11 350

Schick-Hotels Betriebs GmbH, Taborstrasse 12, 1020 Wien
Geschäftsführer: Dr. Martin Schick
FN: 199308 a, Handelsgericht Wien, ATU51565809
Hotel Stefanie - Hotel Am Parkring - Hotel Capricorno - Hotel City Central - Hotel Erzherzog Rainer


Subject: WG: Complaint; "Erzherzog Rainer" Hotel in Vienna
Date: 6 September 2007 15:51:38 GMT+03:00
To: fornari

Dear Mr. Fornari,

thank you very much once more for your e-mail. In any way, we understand your worry but we cannot help you anymore and we cannot change the cancellation policy of "" and the "Erzherzog Rainer" Hotel. The Tourism Service can only resolve disputes amicably between guests and tourism companies o u t o f c o u r t and if you want to proceed further on, we only can recommand you to consult a lawyer in order to consider al legal action against the hotel.

Yours Sincerely

Min.- Rat Dr. Wolfgang HARTL

Bundesministerium für Wirtschaft und Arbeit
Federal Ministry of Economics and Labour
Tourismus-Servicestelle (V/3)
Tourism Service Point (V/3)
Stubenring 1
A - 1012 Wien

Tel.: +43/1/71100/5249
Fax: +43/1/71100/93/5249

-----Ursprüngliche Nachricht-----
Von: Sommer, Manuela
Gesendet: Donnerstag, 06. September 2007 14:33
An: Hartl, Wolfgang
Betreff: WG: Complaint; "Erzherzog Rainer" Hotel in Vienna

Jose Fornari

Name/Direct dialing:
Mr. Wolfgang Hartl/5249
Business Number:
Your Number/Your Date:
16 th August 2007
Re: Complaint; "Erzherzog Rainer" Hotel in Vienna
Response from the Tourism Service at the Federal Ministry of Economics and Labour
Dear Mister Fornari,
With reference to your complaint of 16 th August 2007, we recently received an email
from the above mentioned hotel (Mrs. Barbara Danzer, Director of Sales)
explaining you the reasons and conditions why a cancellation was not possible
We hope that all your problems could be settled by the way und you will accept the
invitation of the management of "Erzherzog Rainer" hotel for a one night stay in this
We are once more sorry about your inconvenience and we hope you will visit Austria
soon again.
Yours Sincerely
Vienna, 05.09.2007
On behalf of the Federal Minister:
Mag.Dr.iur. Elisabeth Reindl
Signed electronically.

Stubenring 1 • 1011 Vienna • Austria • Phone: +43 (0)1 711 00 - 5249 • Fax: +43 (0)1 711 00-2387
E-Mail: • DVR 0037257

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Anonymous on 09/06/2007:
Take the voucher or dispute it with your credit card company. Make sure you somehow get a copy of the canel agreement before the one that comes with the email. It's on their web site someplace I'm sure.

Then NEVER use another 3rd party outfit to book travel again. They are a rip and you can get better deals direct. This will really cost you US$535.78 if you don't jump on it right away with your CC company.
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Definitely NOT pet lovers!!
Posted by on
MT. AIRY, NORTH CAROLINA -- I stayed at the Best Western Bryson Inn at Mt. Airy, NC for several nights in June 2010. I will never stay at this motel again!! The staff is completely rude and almost forgets who the customers are. They have a ‘NO PET’ policy, which doesn’t apply to me since I don’t travel with pets. There is a sign on the door that says that all violators will be charged a $100.00 fee for any pet found on the premise. Nowhere does it say that the violator will be kicked off of the property.

I checked into this hotel and stayed few days, when a friend of mine drove up to see me from Atlanta and unbeknownst to me, brought his small dog with him. The dog is a Jack Russell/ Rat terrier mix and weighs about 12lbs., so a small dog. When he arrived at 10:30pm at night, I told him that the motel had a ‘NO PET’ policy. So the dog was left to sleep in the car for the night. The following morning at 9:30am when it started getting warm out, the dog was brought into the motel. He was left in the room in his kennel while we had breakfast in nearby Mt. Airy. I had to leave for a couple of hours and my friend seeing that the weather was getting bad went outside with the dog to walk him before it rained. It was then that one of the staff saw him and told him that pets were not allowed. Then the lady manning the front desk was involved and my friend asked to speak to the Manager. So the Manager was called and went to the room to talk to my friend so that he could show her the dog and the kennel. The GM basically said that it didn’t matter and that he would have to leave the premise and pay the $100.00 fee. He told her that we would just leave and find a different motel that was ‘pet friendly’ and she said that since it was after the checkout time of 11:00am, I was already charged for another night. Needless to say, he had to pay the fee and pack his stuff and get out.

Since I was unavailable by phone, he decided to go ahead and return to Atlanta. When I returned to the motel and he had explained to me that he was gone, I went to the front desk to ask what had happened and was greeted with absolute disdain. The two women were completely rude and unprofessional. I asked them exactly what the fee was for if they were still going to kick people off of the property. The one lady said it was for damages and fleas. The other said it was because I broke the ‘no pet’ rule. I told her then that I wanted someone to go to the room and check for any damages. Neither one was willing to do that. I told them that basically the fee was extortion and that they should be ashamed of charging people a fee for absolutely nothing…just a quick way to make a fast $100.00. I also told her that when I had gone out at 9:30am, there were two other people walking their dogs. And the front desk lady had the gall to tell me that no one was staying at the motel with pets. ((Yea, right!!)) So I explained that I would be posting reviews on several different sites on the internet and lodging a complaint with the Better Business Bureau. The one lady told me that I needed to leave the office and the other one told me to go ahead and do it.

So needless to say, if you have pets or friends that are travelling with pets, AVOID this motel like the plague. If you enjoy rude staff, people smoking in front of your rooms at all hours, broken TV, spotty WiFi, and bugs in your room…then you will be right at home. And they also state on their website also states that each room features a beautiful view of the Blue Ridge mountains...HA HA HA!! The only things to see out of your room is the parking lot, road, pool, and truck stop...there are no mountains in sight.
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User Replies:
Big Russ on 06/12/2010:
I have allergies, if I stayed in the room after you, you can bet I would be raising heck with the front desk. No pets means NO PETS
Anonymous on 06/12/2010:
"NO Pets" means no pets. Doesn't matter about the weight and size. Sorry, I don't travel with my pets, and I wouldn't want to put up with someone else's.
biomajor on 06/12/2010:
Instead of bringing the dog into the room, your friend should have found a pet friendly hotel and stayed there. I don't travel with my dog often, usually just when visiting my family for weeks at a time, but when I do, I make sure I know where to stop to find a hotel that will accept him, and he's only 5 pounds.
Anonymous on 06/12/2010:
NO Pets means NO pets, NO smoking means NO smoking, etc...
The policy was clearly stated, so why the fuss? Are you insinuating that you are "above" the policies and rules set for everyone else?
Skye on 06/12/2010:
I am a pet lover, and work in the animal field. I'm sorry, but no pets, means no pets.

There are plenty of hotel and motels that are pet friendly. When I moved across country, all my reservations were made at pet friendly hotels. Rules are rules, and just because your friend brought their dog, does not make you the exception.

This link might help you in the future. It will give you access to pet friendly lodgings, as well as other pet friendly tips, in case you have another friend stop by, that has a dog. Then the dog will not have to sleep out in the car. Better safe then sorry.
Anonymous on 06/12/2010:
If the dog didn't actually stay the night in the room, there is no reason the OP (or rather, the OP's friend) should have been assessed the fee. Just having someone stop by your hotel room with a dog is no reason to charge the fee, and that is technically all that happened here.
DebtorBasher on 06/12/2010:
Linus...The dog stayed in their room while they went out for a few hours. It doesn't have to be overnight.
Leo, the 'No Pet' policy is for all guests whether you have a pet or not, it applies to you as a guest.
Anonymous on 06/12/2010:
Actually, the dog was in its own room - not out and about in the hotel room. Its room was placed in the hotel room for only a *couple* of hours (not a few). I think the hotel is splitting hairs here.

If I am staying at that hotel, and I have a friend stop by get me, and he brings his dog into the room - no fee would be charged. How long does he have to stay there with his dog before a fee is charged? A minute? An hour? A night? What's reasonable for a customer-friendly organization?
Skye on 06/12/2010:
If a motel or hotel has a policy, of NO PETS ALLOWED, they expect people to respect that. There are people out there, who suffer from severe allergies, not to mention maybe a fear of dogs, that should not have to be inconvenienced, because a friend came by with a dog. Whether the dog has his own room is not the issue, the issue is, its a place with a NO PET POLICY. Now wherever that dog was placed, will have dog dander in it, and that is a serious health concern for those who suffer with allergies. Also, though I am not saying that this happened, it's just an example. Why should people have to put up with barking dogs? They all bark, because that's what dogs do. And it's not fair that the dog had to sleep in the car, alone in the cold.

The poster warns us to avoid this motel like the plague, all because they thought the rules did not apply to them, since they did not check in with the dog. That would be like someone saying avoid pet friendly, Hotel 88, because they did not remove all the pets, before we checked in, because we are not pet friendly people. I've posted a link for travel with pets. Some like to travel with dogs, or other pets, some do not.
yoke on 06/12/2010:
If the hotel says no pets it means no pets for a reason. It may have something to do with their insurance also. The OP was unreasonable to think they were above the policy of the hotel.
SteveWiginowski on 06/12/2010:
So you stayed at a hotel that didn't allow dogs. Your friend brought their dog, who stayed in the hotel room during the day when you went to breakfast. The hotel found out that a dog was staying there, charged you the fee, then told the person with the dog to leave (since dogs aren't allowed to stay there). Then you were mad because they did this?

I think the part that the OP isn't understanding is that the $100 fee isn't a fee that allows dogs to stay there, it's a fee that they are charging for violators of the no dog rule.
PepperElf on 06/12/2010:
the dog was in "it's own room"

not really - a kennel carrier does not prevent a dog from leaving behind fleas and allergens

Anonymous on 06/13/2010:
No pets means no pets. End of story. I'm sorry, but your complaint has no validity whatsoever...your friend should have gone to the front desk and asked if they could bring the dog in and leave it in the crate while you were out. I'd chalk this up to a valuable lesson...never assume that the rules will be bent for you just because in your opinion they should be.
Weedwhacked on 06/13/2010:
You (and your friend) did break the no pet policy and that was what the charge was for. They were probably not rude to you but just advised you that they were not going to break their rules for you. Why should the rule not apply to you?
bcd on 06/13/2010:
“… their website also states that each room features a beautiful view of the Blue Ridge mountains ...”

Not correct. Their web site states, “Each … guest room at this Mount Airy hotel features a beautiful view of the Blue Ridge Mountains or the pool”

You stated in your review that you see the pool.

I am an animal lover but that does not change the fact that their web site also states, “Pet Policy: No pets allowed.”

People that travel with pets should check motel policies in advance. Motels that do not allow pets do not provide a dog walk and would prefer that animals do not relieve themselves in the yard.
PepperElf on 06/13/2010:
BCD - excellent point

if every room faced the mountains, you'd have to have a very narrow hotel with rooms only on one side

and that's kind of silly
ilovemypets on 06/28/2010:
Technically, you did violate their policy. However, I think having the dog in the kennel and putting it in the car at night you obviously were trying your best to make do with the situation. The inn was right. You were wrong. Your wrong doing though was not a hundred percent wrong doing, more like a thirty to forty percent.
Since the wrong had already been committed and the hundred dollars was paid your friend should have been allowed to stay for that night as the hundred dollars is plenty to shampoo the carpets etc.
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Not Satisfied
Posted by on
My spouse, me and another couple stayed at the Best Western beachfront inn in Galveston, tx during spring break. To start the first room that our friends were put in smelled like mildew, and gave my friend a headache within 15 minutes, the floor in the vanity area was sopping wet extending out into the room by the first bed. Maintenance tried to steam clean the area while they were in the room and sprayed something to get "rid" of the smell, which only made it worse. The hotel finally put them in another room right next door. Maintenance informed us that it was probably the tub leaking, which it did eventually the next day leak into the room they were moved to. They also put people in the first room after my friends were moved. The room my husband and I stayed in the door's paint was not completely dry (it was very sticky, tacky to the touch) and got on anything that touched it. It got on our clothes, hands, feet, and luggage. Anything that we used to prop the door open with. The maintenance man came and use paint thinner on it, and said that should work, and it still came off on anything that touched it for more than a few seconds. We had to make sure none if the younger children got close to it. We also parked our vehicle in the covered garage area because they had signs posted that there was video surveillance. Our vehicle was vandalized so the constable on site that night talked to the hotel staff and they said that they couldn't review the video until the next morning.

So my husband and I went down the next morning, my husband still very upset about the incident, to review the video. The lady at the front desk was loud rude and eventually told my husband he needed to shut up! She finally got the general manager on the phone which at that time we were informed the cameras did not work. That was very upsetting cause it had left us with a false sense of security if we parked in the covered garage. Had we known this we would have parked out in the parking lot were our vehicle could be seen by all the rooms that were facing that lot. It seemed like everyday it was something different. On our last night there we had to move one of the beds to retrieve a cell phone that was dropped and went into the box built for the frame to the bed. As we lifted the mattress on the side facing the box spring there was dried up blood on it. Then, as we moved the box spring we noticed mildew on the wall at the head of the bed. This just took the cake!!! The hotel said they would comp us one night for just one room for the paint ordeal. We have been charged for the rooms and have yet to get our one night comp.

Overall their customer service was very poor and the rooms well you see how well those are. This experience has ruined us from staying at any Best Western ever again. We got home and tried calling everyone we could think of, all the way up to the president, and all we got it sorry to hear about all this. It all sounds like an isolated issue.... Not from what I have read on any reviews written. Our stay in Galveston was less than enjoyable. We all were looking forward to going to Galveston and to be staying on seawall blvd on the beach, just to leave feeling let down by our whole experience at this hotel. If you plan ongoing to Galveston do not stay at this hotel.
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azspots on 03/24/2010:
You put your feet on the freshly painted door? Why?

The all caps thing is quite annoying. It is giving ME a headache.
Anonymous on 03/24/2010:
AZ, that's what I am wondering. If the door had wet paint, WHY keep touching it with hands, fingers, toes etc?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Flooded Room and Rude Employees
Posted by on
Rating: 1/51
CARPINTERIA, CALIFORNIA -- I arrived at our hotel and checked in. They gave me a room that was already occupied. There was a couple laying in bed watching TV . They gave us another room on the first floor and at 2:30 am the second floor bathroom flooded. Water was entering through the light fixtures and running down the walls flooding the carpet. The next day maintenance brought in large noisy fans to dry out the mess. They would not give us another room. Our key cards had to be changed 3 times. Someone in the room next to us was playing the violin after midnight and to finish it off, the front desk employees were rude as if I was disturbing them.

I will not recommend them to anyone.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Hotel Stay Ever!
Posted by on
Rating: 1/51
MCGEE, MISSISSIPPI -- I stopped there on my way to a larger town due to bad weather and it was close to the interstate. BAD MISTAKE. As with many motels/hotels now-a-days, the staff can't speak good English ( SONIL INC is the owner), but that was not that big of a deal. After I got to sleep I was woke about 11pm with the sounds of slamming doors and kids screaming and running up and down the hallway. I finally called the front desk and complained with no luck. I was woke two more times and I continued to report this without ANY help at all, the night clerk was totally a waste of time, said there was nothing he could do, if I would have been running up and down the hallways they would have kicked me out. Therefore at 12pm (midnight) I packed up and went downstairs and checked out and drove in the blinding rain for over an hour to where I got another room and finally got to bed at 2am. I am complaining to their corp office.

I WILL NEVER stay there or any other BEST WESTERN EVER AGAIN!!!!!
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trmn8r on 02/23/2013:
The root cause of the problem was other guests who were rude. I can distinctly recall the last time I experienced this, some 8 years ago. There isn't much a clerk can do in many cases to control this kind of thing. A loud air conditioner or fan can come in handy.
jonthethird on 02/24/2013:
Best Western is a group of independent hotels who use a central reservation and purchasing system. They are supposed to meet standards, but many have deteriorated.
If you have the opportunity, use a site such as tripadvisor to check any hotel before you arrive.
That said, the hotel should have taken steps to control the noise from the guests.
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Posted by on
My husband spent two nights at this hotel. Once for a one day lay over and the other for 6 hours prior to boarding a plane to return home.

On the 6 hour stay to catch some sleep he was eaten alive by bugs and returned home with 80% of his body covered with bites. He has been to the doc who confirmed bed bugs. I contacted the hotel to advise and when I received a call back was patronized, and treated as though this complaint was frivolous. I was advised that they had a very strict policy, that they checked the room and that if I was really persistent they would return his room for the night but that was because they were being nice, not because he was eaten alive. Which still hasn't happened, by the way.

I was advised that perhaps it was the hotel he stayed at the other ten nights. I attempted to explain that in those 10 days he was not bitten once and arrived at this hotel without any bites. I was advised that bites can come out 14 days after a person has been bitten and I must be mistaken!!!!!

I was asked several times whether or not I was happy to be called back and if calling me back to advise the room was checked was satisfying enough....There was no concern, no compassion and definitely did not care that this complaint had come in.

We travel numerous times a year and the majority of those are to third world countries, where we have never come across bedbugs or attitudes such as the one I dealt with.

Don't go!!!!! Best Western won't deal with your complaints!!!!
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leet60 on 05/27/2011:
I strongly suggest you check your husbands luggage for bedbugs. The seams in luggage are a favorite hiding place for these vermin, and they can hibernate and live a very long time without feeding.
Skye on 05/27/2011:
Bed bugs are on the rise. You also can get them from other luggage on the plane, and then take them with you to wherever you stay.

They hide in stuffed animals, picture frames, clothing, slippers, etc. It's horrifying.
azRider on 05/28/2011:
its getting so bad that I check now when I'm going to travel. there is a website called:
it keeps track of travelers that have found them in hotels. I use it when I travel. still when I get to a hotel I still look around the mattress and head board to see if I see any. always check. and like the others say, watch your luggage too.
bhskittykatt on 05/28/2011:
Even IF your husband contracted the bites earlier in your travels, BW should still be concerned and investigate the room, because the bugs could have traveled with him to the room.

Bed bugs are expensive to exterminate, but it's probably better to spend money for an initial inspection after frivolous complaint of bed bugs and find nothing than to ignore a legit complaint and have the infestation spread and become a whole lot more expensive to exterminate.
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Once you make a reservation they WILL NOT ACKNOWLEDGE your cancellation
Posted by on
On September 29, 2010 @ around 4:30, I made a reservation for the Best Western Mesa Inn in Mesa Arizona. Check-in was for September 30, 2010 @ 3:00 pm. The cancellation policy stated, "Must be cancelled by 6 pm On September 29, 2010. Now this only gave me like 1 1/2 hrs after making the reservation to cancel. After checking with my daughter, she didn't want the reservation yet so I called them back @ approximately 5:30 pm on September 29, 2010 (about 1 hour after making the appointment) and cancelled. I was told OK, Mrs. Roberts, your reservation has been cancelled. Later that evening while on my online banking I saw a pending charge for the reservation fee. I assumed it was going to "drop off" my account as it was pending and I knew I had cancelled. But the next morning it was still there so I called Best Western and ask why it hadn't dropped off. I was then informed they had no record I had cancelled.

I was told that the reservation was nonrefundable and that my credit card had already been charged and they were not going to refund anything. I protested, telling them I had cancelled within my time limit. I was then placed on hold. After a few minutes a different person came on the line saying he was located in the Best Western Mesa hotel and he had nothing to do with cancellations or bookings so I had to hang up and re-dial the original phone number because he said he couldn't transfer me but I don't know why I was put through to him anyway if he couldn't help me. To make a long story short, I called Best Western 4 times and talked to different people who just didn't care. I talked till I was blue in the face, so to speak. I was told that when a person cancels your given a cancellation number and I didn't have one because I WAS NEVER GIVEN ONE. Now how was I to know that I was SUPPOSE to get a cancellation number? I can not help it if an employee doesn't do their job. I finally told them I was going to dispute their charge at my bank and write a review about their unfair business practices. They didn't care, so here I am. BEST WESTERN MAKES MONEY ALL THE WAY AROUND WITHOUT PROVIDING SERVICES, THEY JUST "NEGLECT" TO MAKE THE CANCELLATION WHEN YOU CALL, THUS STEALING YOUR MONEY.
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bob932304 on 10/04/2010:
Unfortunately a non-refundable booking is just that, non-refundable. The cancellation applies if you have a refundable booking.
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Best Western Clock Tower Resort
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ROCKFORD, ILLINOIS -- In addition to not disclosing the hot tub and sauna were closed, we learned the water park hours had also been cut eliminating most daytime activity. After a room with no air conditioner and no fridge as requested (I am diabetic & need fridge for insulin)we checked out early. At checkout we were charged for a movie that we did not order. The next day I discovered that they submitted charges of $100 and $45 in unauthorized charges. When I got through the phone games I was told that it was a housekeeping employee's "opinion" that smoking had occurred in the room! I have asthma as well as 2 of my children! What a lie! There is no proof such as ashes, cigarette butts, burns, or even a smoke smell, just the "opinion" of some phantom housekeeper! They don't care if they don't have proof because most people don't fight it. That's what they count on. The best way is to go through your bank and it can be considered fraud in many circumstances. If you need to progress it to court you are entitled to the money back, plus court costs and sometimes punitive damages can be imposed. I will be interested in how they will explain to the judge that their evidence is an opinion of a witness they won't produce. Also, the hotel must provide you proof that special cleaning was actually done to the room, which so far they have refused. Be careful with your credit/debit cards unless you can afford to give someone a blank check, they can charge you anytime for anything if you let them get away with it. It is insulting enough to deal with corporate incompetence but even worse when their attitude is that they can do whatever they want and treat you like the criminal. My advice is to document everything and save every receipt, confirmation and detail. I am thankful that I was only ripped off for $140, because I have read about some of $250 and up! It may be a long, aggravating process, but I will get my money back. In addition I will extract double that in their future business by exposing their greedy practices to everyone who wants to know the truth. Don't sell out for the dollar.
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Anonymous on 08/28/2010:
How terrible! It's sad that the state of "business" has gotten so nasty. I guess it's always been like this, but it just doesn't feel like it was always *this* nasty. It must be because so few people actually stay on top of such matters, as you point out. Still, though....

Let us know how it works out for you. In the meantime, I will say NO to ALL Best Western Hotels, including my upcoming trips to Orlando, Charlotte and Chicago.
Helpful on 08/29/2010:
I would absolutely dispute the charge(s) on the credit card. If this is the way Best Western wants to conduct business, it doesn't want to do it with me.
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Best Western does not honor their summer promotion as advertised
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I specifically used Best Western for our family vacation to take advantage of their 2010 summer promotion to save one our trip. We can only afford to take a vacation once every few years. We completed our 2 separate qualifying stays at the beginning of our trip(confirmed with Best Western). We attempted to use our night free at our next 4 day stop in Virginia and was told that we couldn't because the voucher had to be mailed to our home address. I explained that the offer stated "towwards our next stay" and that we were at it and not going home to get a voucher and not going on another vacation any time soon.

Desk clerk could do nothing so I called the "Rewards" toll free number and was told that because of their (Best Westerns) contract with a 3rd party provider it would take 4 to 6 weeks to process. Was also told that that information was in their "terms and conditions" page. To be fair - it is, but that statement is buried in the fine print on a separate page and conflicts with the bold, enticing offer on the main page.

I asked the customer service representative how they could make an offer that says "ON YOUR NEXT STAY" when they have no ability or intention of doing it! She stated there was nothing they could or would do to honor the main body and enticement of their offer. I explained their terms and conditions conflicted with their stated offer and was not simply an further clarification - but a conflict. She said again there was nothing they could do and even after me stating my extreme displeasure with the conflict in the offer - I was told (basically) to bad, I have to wait for a voucher in the mail!

Further asked how then, could I use it on my next stay if it would be 4 to 6 weeks from now and I got a long silence for an answer. From that point all she would reiterate was that it was out of their control. I suggested then that their ad was misleading and they should state UPFRONT that it could only be used on a stay sometime 4 to 6 weeks later.

Now I don't have money to pay for both gas and a hotel room on the way home, so we are sleeping in the car and will never use Best Western again!
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Anonymous on 07/19/2010:
The fine print is not there for decoration. It's your responsibility to read. If you want to play their game, then you have to Wade through their minefield to get the prize at the end.
Weedwhacked on 07/19/2010:
All this was your own fault. No explanations or arguments are going to change the fact that the terms and conditions are disclosed to you in writing. It's not their fault that you didn't read it ahead of time.
Helpful on 07/19/2010:
I can appreciate your frustration, but ultimately need to agree with the previous posts. The terms were laid out, even by your own admission, and you just failed to read them.

I would have also excluded staying in you car. Especially on vacation, everyone has extra cash to spend on the unexpected.
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Screaming Manager, Rude Bossy Clerk
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NEVADA CITY, CALIFORNIA -- This Best Western inn is located in Grass Valley California.

One room had a loud knocking noise sound off every couple of hours. Another room had a very sagging bed.

Here is the kicker I paid the extra pet fee only to be told that my pet couldn't enter the inn. When I did not agree to the clerk's demands she then said she would have the manager call me. I told her I did not want the manager to call me. Please leave me alone. I then explained to her my puppy was a service dog I just didn't have the papers yet.

The next day the manager went off on me like she was on amphetamines. I found her rude manner scary, almost nonsensical and completely out of context. She then said something about double occupancy.

I figured out later that they were kicking me out so they could make more money renting to two people parties. The manager ruined my day, ruined my week and caused me severe emotional distress. The next day as I was trying to leave the room for good the housekeeper kept knocking on my door while I was naked. I said I am naked. I then called the front desk to complain. I also called the police as the housekeeper harassing me after the clerk and after the manager screaming at me to get the dog out of the lobby was too much to bear!!!!

The front desk called the police on me. The police, the front desk clerk and the housekeeper then all were at my door. I had managed to put on clothes by then. The housekeeper told the police that I knew her.

This was a frightening, weird and dubious experience. Best Western clearly states that pets should not be left in the room by themselves.

These people probably didn't go to college. The manager short haired woman mid thirties to forties probably on uppers and will do anything to make more bucks.

You might get away with staying there but don't stay for more than a night. For heavens sake don't pay the pet fee or count on reliable lodging.
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PepperElf on 06/28/2010:
"I then explained to her my puppy was a service dog I just didn't have the papers yet. "
Legally you don't have to actually show papers if I'm not mistaken. You might want to check up on the ADA however.

"These people probably didn't go to college. "
That however is uncalled for.

I've seen too many cases of people making nasty assumptions like that - only to see them find out that the employee was actually MORE intelligent. In one case, the customer found out the following semester that the "dumbo employee" was actually one of her college professors and had simply been working the job for extra $ while he did a masters. In another case, after commenting on how the employee was someone who had never done anything with her life, the customer found out the employee was in her last semester of college, completing her law degree.

it's best to never call someone stupid - no matter how angry you are
Obsfucation on 06/28/2010:
Service dogs come with papers.
Mrs. V on 06/28/2010:
I'm sorry, Obsfucation, but I think you may be wrong on this one.

"Individual companies such as Registered Service Dogs cannot issue a license to your dog. Only government agencies can issue a ”License”. However, a company such as ours can issue a “Certificate” to your dog which is totally legal and binding.

You are NOT required by law to have a card/patch/registration/etc. for your dog. Unfortunately, many business owners and Airlines do not understand the guidelines set forth in the American with Disabilities Act, and because of this continue to refuse service.

Simply put...the card is provided not because you need, by law, to have it. The Card is provided because businesses and organizations errantly assume you need one. This card simplifies your life while giving business owners "Peace of Mind"."
PepperElf on 06/28/2010:
I stand corrected then. Thanks, O.
jktshff1 on 06/28/2010:
Beg you'r pardon Ob, ya need to get your facts straight. My service dog has no papers. Under ADA guidelines, it is not required:
3. Q: How can I tell if an animal is really a service animal and not just a pet?
A: Some, but not all, service animals wear special collars and harnesses. Some, but not all, are licensed or certified and have identification papers. If you are not certain that an animal is a service animal, you may ask the person who has the animal if it is a service animal required because of a disability. However, an individual who is going to a restaurant or theater is not likely to be carrying documentation of his or her medical condition or disability. Therefore, such documentation generally may not be required as a condition for providing service to an individual accompanied by a service animal. Although a number of states have programs to certify service animals, you may not insist on proof of state certification before permitting the service animal to accompany the person with a disability.
clutzycook on 07/29/2010:
If you say the pet is a service animal then it's a service animal. Regardless of that little fact, if the OP paid a pet fee then I would assume that the hotel was a pet-allowed hotel, otherwise I don't think they would have had to pay a pet fee for a service animal.
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