Best Western Hotels International, Inc. Complaint - Once you make a reservation they WILL NOT ACKNOWLEDGE your cancellation
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.