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Cancelled a Confirmed Reservation to Get More Money During Minnesota St
Posted by Lee.Huggett on 08/21/2012
SAINT PAUL, MINNESOTA -- Dear Sir or Madam:

I do you can assist me in lodging a complaint against Best Western Hotels.

I had a confirmed reservation number of 821014071. I applied my AAA discount and requested that my reward points are applied to my reward points account#: 6006637379151004. The reservation was for:

Best Western Bandana Square
1010 Bandana Boulevard West
Saint Paul, Minnesota 58108

I made this reservation in May of 2012. Realizing this was peak season for the Minnesota State Fair I booked as soon as I had confirmation from friends also arriving for the festivities.

I also made another reservation for accommodations at the same location for 7 Dec to 9 Dec 2012 for an upcoming examination I am required to take for my employment. Confirmation # 513814779.

Now, you can imagine my dismay when I received a phone call around the dinner hour on 20 August 2012 telling me that I was about to be pre-charged for services I had not yet received.

When I protested I was told that I my reservations would be cancelled and my room would be given to a party that can pay now. (Actually a ruse to charge a higher premium rate for last minute travelers.)

What stymies me the most is…. That this is an unwarranted. Yet, a new benefit of The Best Western rewards program. I am shocked to see that Best Western would cancel a confirmed room in pursuit of the all mighty dollar.

Best Western has the ability to fix this miscarriage of hospitability. I sincerely hope that there management team will look into this and correct. I am not asking to profit from this. Just returned whole.

Until Best Western Best western corrects this I will cancel my upcoming stay in December 2012. I will further use any resource and media available to spread the word of the sub-standard service one can expect from Best Western Hotels.

I will alert all my business associates, travel agencies I am acquainted with, colleagues, friends and family to not walk but run away from Best Western Hotels.

I am considering using social media, blogs, to spread the word. Business Classes in college taught me it takes years to build a solid reputation…and one stupid act to destroy it.

So I beg you Best Western Hotels...Please fix this.

Lee Huggett

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Posted by onlooker on 2012-08-22:
If this is as you noted a peak use time, I can accept that they want to collect the payment now. You actually benefit, you confirm your room, and surprise they get less money. (Actually kind of a service to you the 'member'.)
Their stated actions are not a ruse, there are many people waiting to pay more than you were charged to get the room. And they are giving you a chance to keep your room.
Posted by bhskittykatt on 2012-08-22:
Many hotels will preauthorize your card to make sure it is valid, especially during peak season. This is to prevent people from guaranteeing with a bad card, not showing up, and thus causing the hotel losing a sale holding the room all night. By preauthorizing, they can make sure that you reserved with valid funds to back up your reservation.
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Bad Experience At Best Western
Posted by Lexiegram on 10/07/2011
We rented a room at the Best Western on Water St., in Port Huron Twp., MI. from Sept. 26 through Oct. 5th while we were having home renovations done.
We were charged $55.00 night and $110.00 on the week-end. Our room was non-smoking. My initial observation was: the lobby area, elevator and hallways were extremely uncomfortable and hot. No air was in use. We were on 2nd floor-2nd to last at the end. The carpeting was extremely stained and dirty. It was evident that it hadn't been cleaned in a long time. The first time I put my entrance card in the door, it would not work. I had to turn around, walk back to the elevator with all my baggage, go to the desk and have card re-activated. (never even used!) I then had to wait for the elevator and walk back down the hallway to my room. The very 1st thing I noticed, was that the room although clean, smelled horribly of cigarettes. It upset my stomach. I am used to being around cigarette smoke, as my husband smokes, but never inside our home. This odor was overwhelming. We had no intention of sleeping at the hotel, only using the shower or tub. There was no way I could have stayed in that room over-night. There was a card on the dresser that said-the room was non-smoking, and that there would be an automatic fee assessed to an account if there was any smoking. This did not make sense to me-someone was smoking, heavily in that room and it wasn't me! I took a bath, and climbed into bed to relax. Around 10 am, there was a loud knocking on my door. As I responded "just a minute" (not fully dressed), my door opened and a female yelled in that she needed dirty towels. The top lock was on the door, so she could only open it a few inches, but wide enough for me to see her and her to see me. I was infuriated. I paid for privacy, and at NO time should an employee walk in an occupied room! I dressed and went directly to the manager, and advised him of the smoking smell and the episode of the "towel lady" walking in my room. He simply apologized.
Later that day, my son went to the hotel, and his room card did not work. He, too had to walk back to the elevator with baggage in hand, go to the front desk and have it re-activated. This issue happened on at least 10 different occasions. This was frustrating, as the hotel was informed of our extended stay.
The following day, a female employee came up to me, as I entered the hotel, and advised me that she sprayed freshener in our room. I asked her if it smelled like smoke to her, and she said that she was a smoker, and yes-it did smell like smoke. The only logical explanation is that the hotel employees did smoke consistently in this non-smoking room. My husband was only there 1 time and he did NOT ever smoke in that room. The room continued to smell heavily of cigarette smoke during our entire stay.
The room was kept clean with plenty of towels available. But, we were very dissatisfied with the inconvenience of the deactivated room card, and the smoke smell. I am also upset that an employee would barge into an occupied room without permission.
I paid almost $800.00 for our 9 night stay, and I definitely feel this was excessive. We would not consider using Best Western Hotel again because of these complaints. There was never any suggestion or offer for a discount or adjustment.
T Munce
Port Huron, Mi
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Posted by At Your Service on 2011-10-08:
I'm surprised too that the hotel would allow employees to enter an occupied room. After the Erin Andrews issue, I thought hotels were being a little more careful.

Did you yell out "Just a minute" loud enough to be heard? Is it possible that they were entering the room thinking it was unoccupied?
Posted by Anonymous on 2011-10-08:
Not making excuses for the hotel, but merely trying to understand...perhaps, it's possible that the cards were only being activated on a daily basis. The math adds up, since you stated it happened about 10 times and you did stay 9 nights. That's nearly once for every day stayed. When the maids read their reports/print-outs, it may have looked to them like the room was unoccupied. Again, not justifying or excusing them, but merely trying to help understand why it may have happened. At the very least, you sounded somewhat inconvenienced, and some sort of compensation should have been made. Good review!
Posted by jonthethird on 2011-10-09:
If I am going to stay at a hotel for any period, I try to check it out first. Most hotels will let you look at a room before renting it.
Posted by Anonymous on 2011-10-09:
Did you have a "Do Not Disturb" sign on the door? If you didn't, that might explain why the maid opened the door. If you did, then the maid was out of line
Posted by At Your Service on 2011-10-09:
Good point littleshorty.
Posted by Skye on 2011-10-09:
This is another good reason to ALWAYS chain the door when staying at a hotel or motel.

For me, it's just habit to do both. Nobody likes surprise visits.
Posted by Nohandle on 2011-10-09:
I honestly thought you were going to state you were charged for smoking in a non-smoking room due to the tobacco smell. We've been advised many times by members on this website to get that one straight immediately. Many were charged for a cigarette butt discovered floating in the toilet or one in the trash when they did not smoke in the room. The odor of cigarette smoke does not bother me but if I was in a non-smoking room would not want to be accused of smoking when it was my word against theirs.

I'm not too keen on folks walking into my room with a pass key when it's obvious the door has been locked from the inside. I, also, lock and put the chain on the door when staying somewhere. I don't like surprises either. Best Western was in the wrong here and sometimes it's not feasible to change accommodations so you are pretty much stuck with what you have. Thanks for the warning.
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Profiling & Pretext of Customers with NO Evidence
Posted by Karob on 07/29/2011
32124 25TH AVENUE SOUTH, FEDERAL WAY -, WASHINGTON -- We showed up at 3:30 to check into our room that was to be ready at 3:00 and it was not. We waited in the lobby with two expensive race bicycles and all of our belongings until after 4:00 when our room finally became available. We ended up in a handicap room with a heater that didn't work. The next morning we woke up to pounding on the door. For a moment I forgot where we stayed that night and was quite star-told by the ruckus. I asked "who's there" and was told too open up immediately and that it was "an emergency". I went to the door a looked through the peep hole. I observed a dark skinned man wearing black jeans, and a business suit with no name tag before he covered the peep hole with his finger. I grabbed boxer shorts and a ball point pen off the table and slowly cracked the door. The person who was later identified as the manager TJ Bal pushed the door the rest of the way open and quickly barged into the room. My girlfriend covered herself up the rest of the way and fled to the corner of the room. Mr. Bal stated that the police were on the way and that we were being evicted from the room immediately for smoking and that there was a $500.00 smoking charge. I later realized that we were being accused of smoking marijuana and not just or only cigarettes. We packed our things to leave as requested. Mr. Bal frantically looked around the room for evidence to his claim. Mr. Bal even exceeded his legal rights and began moving our things around looking for evidence. Mr. Bal told my girlfriend she needed to sign a paper accepting a $500 charge that stated we smoked marijuana/cigarettes in the room. Of course she refused to do so. We asked what evidence they had we were responsible for this action. Mr. Bal stated to my girlfriend "that the whole hallway smelled like marijuana". I asked again how they knew that we were responsible for this. Mr. Bal stated that "I'm not talking to you, I'm only talking to the card holder". Kind of ironic since I was the one asking the questions yet he was responding too her. Mr. Bal said it was a management decision and that he did not need a signature to charge the card for the smoking fee. We requested and were given a copy of the unsigned charges. As we were leaving the hotel Mr. Bal thought of one last thing he could do too push his weight around and further upset us. He asked one of the officers if we could be sited for trespassing. The offer said yes and had us step out side by his patrol car. We were given a warning not to return to the premises or we would be arrested for trespassing. There was no investigation, no arrest for illegal activity of any kind or police report filed. The responding officers were observant of the situation but remained respectable to both sides the entire process. Witnessing that no evidence was provided by management upon request they suggested that we "take the matter to a corporate level". I ended up chatting with the officers about their squad cars for a bit as part of my profession includes outfitting emergency/patrol vehicles with communication and tech equipment. I also install court ordered IID's which is basically a vehicle breathalyzer. My determination of this situation is that it is Unfounded. Unfounded is a legal term that states the action or statement did not occur. I believe we were blamed for this occurrence based on profiling and pretext. We are both young adults of mixed race and our names and image reflect that. It is unfortunate that the acting manager Mr. Bal did not follow proper rules of engagement in a situation like this.
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Posted by clutzycook on 2011-07-29:
Ok, that's just weird. Where's Paul Harvey when you need him? I want to hear "The rest of the story."
Posted by MRM on 2011-07-29:
Yes, defintely would like to hear the other side of the story.
Posted by trmn8r on 2011-07-29:
"Mr. Bal did not follow proper rules of engagement in a situation like this."

It seems to me that there are more details of this "situation" that would explain why the manager was so insistent on entering your room and accusing you. Unless he's plumb out of his mind.
Posted by spiderman2 on 2011-07-29:
Where you in fact, actually smoking anything? I totally disagree with he way this was handled on the part of the hotel. Have you called the supervisor of the manager? I don't believe he should have entered your room like he did, but I never would have opened the door to him. I think in a way you might be lucky that you only got kicked out and not robbed or worse by someone posing as an employee.
Posted by Anonymous on 2011-07-29:
When I worked in the industry it was not uncommon for employees themselves to engage in smoking marijuana and other activities in unoccupied rooms. It could have been another guest also. You can contact corporate regarding this, but I don't think the ball will bounce anywhere by doing so.
Posted by Cwazychicken on 2011-07-29:
Curious about this statement

"I asked again how they knew that we were responsible for this"

By that statement, its hard to tell what you are saying as it can be taken 2 different ways i guess.

I agree with other posters, Theres a lot of missing info. And theres a lot of different circumstances that could've happened here. Could've been another guest, could've been a worker, could've been anyone. But if the smell was coming more towards your room, then well, they probably can tell that. We don't know. If the cops said nothing happened, then i would try to contact corporate or something.
Posted by Anonymous on 2011-07-29:
I would like to hear the other side of the story.
My husband is a cop and gets called out to evict hookers & drug dealers/users from various motels on a daily basis. Management NEVER contacts the person(s) being evicted, nor do they ever accompany the police to the room. I realize that this incident didn't happen where I live, but I find it extremely odd that the manager would go to your room before the police arrived and tell your being evicted. Why would the manage call the cops and then try to evict you himself? Something is not right with this story. I am not calling the OP a liar but something important has been left out here.
Posted by Old Timer on 2011-07-29:
I never got warm fuzzies in reading this that they were 100% innocent. They never said they did not smoke cig's or pot, just no one could prove it.
Posted by Churro on 2011-07-29:
Anybody who wants the other side of the story is free to call the phone number the OP supplied: (253) 529-4000.
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Reasonable Accommodation
Posted by Metheking491 on 07/28/2011
In May we contacted Best Western Hotels and booked a room and we were told the hotel was in West Vancouver, BC and area we requested and was familiar with and also enjoyed being in, only to find out that we were booked in North Vancouver some distance away from where the agent told us we were booked. We asked for and booked a room with a microwave and mini refrigerator.

When we arrived we were given a small room with a small window next to the stairs and a exit door, we immediately went to the office an informed them that this was not what we booked and the person at the desk told us that there was no such room. We asked for reasonable accommodation because the room that the Best Western agency booked us with did not apparently exist. They informed us that they would try to move us to another room on the next day and on the next day when we inquired they told us nothing was available, even though we observed many people checking out.

Best Western Customer service was contacted an informed of the situation and the Best Western Customer Service representative apologized and offered points for another time. We were also led us to believe they would contact the hotel.

Because its a long weekend and a holiday there were no other rooms available in the area, so moving to another hotel was not an option, and the representative that talked to us on the next day told us that the only upgrade we could have would cost us $60 more per night or we could check out. We talked again to a Customer Service manager with no real satisfaction. We then talked again with the front desk and the day person informed us that they actually did have the type of rooms we booked and that they had been booked only a few weeks ago in early July. (WE BOOKED IN MAY)

It seems to me that there are two problems:
(1) Greed - Just because there is more money to be made we were put on the not important shelf.
(2) If we were white and not Black would we get the attention that early booking deserves? (Because there was no concern, we wondered how much it played a part)
We booked early in order to get the deals before the rush and it was not honored even though the rooms were available.

We have traveled all over the world with many mix ups but have always been accommodated, but Best Western North Vancouver was evasive and not customer friendly in any fashion. Points from Customer Service was their way of apologizing, but
the Vancouver hotel still said nor did anything to correct the mistake. They treated us as take it or leave it customers, because they were going to make money either way.

We drove 950 miles to this hotel and they didn't give a damn.

Felicia & Calvin

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Company Response on 08/11/2011:
Dear Guests: We sincerly apologise for the problem you experienced. In our defence, we received the reservation as booked by you through whatever channel you used. You would have received a confirmation and description of the room as well. We honestly tried to accommodate your request but due due the long weekend, we simply could not. We serve many different races and cultures at the hotel and we do our best to provide all our guests with a positive experience.
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Posted by drugdoc121 on 2011-07-28:
I agree that you should be compensated for being misled and for not receiving what you reserved. However, I am curious, when you contacted Best Western and made your reservations, where it appears the initial error was made, how did they know you were Black?
Posted by clutzycook on 2011-07-29:
The OP is saying that the people at the front desk should have given them special consideration because they booked early ( how do you know that the other guests didn't book earlier than you though?). I seriously doubt that race had anything to do with it. Sounds like the BW agent you booked with messed up big time.
Posted by Anonymous on 2011-07-29:
I agree clutzy. OP, did they know you were black when you booked?
Posted by trmn8r on 2011-07-29:
Booking a room in the West, which you are familiar with, but ending up in a location in the North sounds weird. Did you check a map ahead of time to see where you were going?

As you state, it was a busy holiday weekend and there were no rooms available. It sounds to me like your request to be moved was either overlooked or impossible to be honored, for whatever reason.

"Because there was no concern, we wondered how much it played a part" It may have played no part whatsoever, correct?

If you were quoted a room with a micro and a fridge, you should definitely be compensated and IMO it should be in cash, not points.
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Posted by Slinqee on 05/27/2011
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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Posted by leet60 on 2011-05-27:
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.
Posted by Skye on 2011-05-27:
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.
Posted by azRider on 2011-05-28:
its getting so bad that i check now when I'm going to travel. there is a website called: http://www.bedbugregistry.com/
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.
Posted by bhskittykatt on 2011-05-28:
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 Maryer on 10/04/2010
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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Posted by bob932304 on 2010-10-04:
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
Posted by Onebayoubelle on 08/28/2010
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. Thats 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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Posted by Anonymous on 2010-08-28:
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.
Posted by Helpful on 2010-08-29:
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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Horrible customer service
Posted by Sparky Sparkes on 07/23/2010
WENATCHEE, WASHINGTON -- Our softball team has been staying at the Best Western Chieftan for the last 16 years. EVER YEAR for 16 years. Ten - 12 rooms for 2 nights. This year we arrive and are told that we are not allowed to have any type of can beverage, plastic bottle beverage of any kind out by the pool. We are playing softball and relax by the pool between games.....now we can't drink gatorade, or have a cold beer in a can. We are all for NO GLASS by the pool. But to tell us we can't even have gatorade or plastic water bottles is INSANE!

We will never stay at that hotel again, and will never recommend the Best Western Chieftan Inn in Wenatchee, WA.

On top of that the two employees didn't care that we were taking ten rooms of business away and stated it had always been the policy.....I have been going there for 16 years and it has NEVER been the policy.

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Posted by Anonymous on 2010-07-23:
What about plastic cups?

Posted by Alain on 2010-07-23:
Since these are franchises your best bet would be to talk to the manager calmly about this. If that doesn't work call customer service at 800-780-7234.
Posted by Venice09 on 2010-07-23:
If it IS a policy, does it apply to everyone or just groups? Maybe too many people were not disposing of their containers properly and staff got tired of cleaning up. I'm not saying that applies go you, I'm just speaking in general.
Posted by Ytropious on 2010-07-23:
They can change rules as it suits them. Maybe some other groups ruined it for everyone. I know when we went to the public pool, not a best western, we weren't allowed to have ANY food or drink in the pool.
Posted by Helpful on 2010-07-24:
Amen Ytropious!
Posted by PepperElf on 2010-07-24:
indeed just because they didn't have the rule before
does NOT mean they're not allowed to start it.

besides glass bottles and swimming pools are bad ideas if any residents get rowdy and drunk and start throwing them around.

because then the hotel is held accountable should other residents get cut on the broken glass...

Posted by Venice09 on 2010-07-24:
Pepper, the OP is in favor of no glass at the pool. He is questioning the no plastic/can policy. It does seem odd that you can't have bottled water at the pool, which makes me think there is a valid reason for the policy.
Posted by PepperElf on 2010-07-24:
actually ... there may be a valid reason against that as well...

1) polluting the pool with drinks - in case it's not a bottle of water, or if the drinker refilled it with something else

2) Trash.

they may have had enough incidents for them to finally say the best way to handle it is to bar all food/drinks
Posted by Venice09 on 2010-07-24:
Yes, that's what I meant. They probably have good reasons for the new policy. Too many people must have been causing problems.
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Best Western does not honor their summer promotion as advertised
Posted by Crescentrep on 07/19/2010
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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Posted by Anonymous on 2010-07-19:
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.
Posted by Weedwhacked on 2010-07-19:
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.
Posted by Helpful on 2010-07-19:
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
Posted by Ilovemypets on 06/28/2010
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 fourties 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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Posted by PepperElf on 2010-06-28:
"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
Posted by Obsfucation on 2010-06-28:
Service dogs come with papers.
Posted by Mrs. V on 2010-06-28:
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"."
Posted by PepperElf on 2010-06-28:
I stand corrected then. Thanks, O.
Posted by jktshff1 on 2010-06-28:
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.
Posted by clutzycook on 2010-07-29:
If you say the pet is a service animal then it's a service animal. Irregardless 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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