I appreciate anyone’s help. Had a horrendous stay at a best western hotel. Checkin 4/23 pm and checked out at required time on 4/24 11am.
It was my daughters 6th birthday party and hotel has a water park. Paid via credit card 157.90 full charges plus tax. ( will build on this a little later on.)
Checkin goes fine we get into room. 2 queen beds poolside suite. 2 adults and our 3 kids aged 2,6,and 10. As we are unpacking I noticed the fridge was warm. So I pulled out the desk it was in and plugged in and set to cold it was. (Had popsicles cake and medication that needs refrigeration.). So I call down to front desk to let them know they send a tech up which took 20 minutes. Kids and spouse go swimming. I obviously stayed in room as we have multiple thousands of dollars of items in room.
Also noticed the security lock was broke wasn’t super concerned about that. As the tech is saying he will see if he can get a new fridge spouse comes up snd the pool side door doesn’t work. The tech said it was batteries dead in card reader snd he can fix this as well.
He goes to get fridge and it ends up taking 45 minutes to bring batteries and fridge. The fridge was installed and worked great. Than tech spend 1:30 minutes “fixing” pool door.
He finally says he has it working so I ask him to show me. He had to swipe the card 10 times for it to read. Tried another key card same thing. At this point he informs me the door should work fine in 20 minutes. I don’t really know how the doors work and was skeptical but agreed as I had already missed well over 2 hours of swim time with my birthday girl. The pool closes at 10. We can’t get in pool door so we walk all the way around to main door. Which the hotel is setup is a long walk which isn’t a biggie. Thankfully key works to let us in.
Get kids do lay down and try to call front desk just to let them know the key reader on pool door still doesn’t work. Turns out the in room phone just stopped working all together. Call from cell phone and just request it be fixed in morning and phone as well since it was late.
7am they will be up to fix it. This is where it gets bad and frankly scary. Around 130 am our 2 year old was fussing and finally fell asleep for good. We decided we needed ice and milk for the 2 year old. The vending and ice machine is literally 1 minute away from room so we both go. Insanely bad mistake.
Get ice and milk try to swipe into the room snd the front door doesn’t recognize either key. So we ran to pool door to try it. No go. We knock on the window but the kids are sleeping hard from swimming. As we have 3 children we immediately call front desk. No answer we both called for 35 minutes while trying to listen through the door praying our 2 year old doesn’t fall off the bed or something terrible.
At this point we are freaking out and sprint down to lobby. Absolutely no one is there. All you can hear is the ring when we call and the walkie talky they carry it away was right on the desk ringing. I literally began almost yelling for help of some sort with no luck.
We decide to go back up to the room as we had no option to just keep calling anyway and this way if something happened we could at least hear and hopefully wake an older child up.
Finally 45 minutes later “Amy” answers. I ask why their is no help available for over an hour and explain we have 3 children locked in a room this is basically an emergency. At this point she told me I was a liar and was never downstairs. I knew things were going sideways at this point. So I responded I just need to immediately get into the room as this an emergency.
15 minutes later she shows up unlocks the door and immediately walks away without giving us keys that work. I asked why she didn’t bring keys “it’s not my fault you ruined the keys was her response” Than I asked why she didn’t have her walkie talkie if she wasn’t at front desk in which she told me I’m a liar and this will not be her problem.
“Amy” tells me she will not be answering my calls via caller id and we can get keys at 7 am. I about lost my mind and said what if we need to leave the room for some reason and her response was you’ll wait until 7am.
So Vanessa calls front desk with her cell phone. “Becky” answers this rime. She gives our room number and immediately says oh it’s you F’ing people again. Somehow she keeps her cool and manages to get her to agree to bring the keys up.
We are waiting and she literally slides the keys under the door. Vanessa immediately opens the door it’s “Becky or Amy” same person. She says we need to verify these keys work in which her reply is I will not be staying here to check them. Both key cards do not work. By this time worker is already to about enter the elevator so she yells these keys don’t work either. No response.
So we tried to call corporate and of course they are closed. So I called into a reservation number at corporate which regular agent says I can’t help I request a manager in which I got Todd and he truly tried to help. He first offered a free room for the rest of night at new hotel. I declined politely not packing up 3 kids at 330 am now. He says I’ll contact the front desk. Keeps coming back and says it’s strange no one is answering.
At this point he says I’m going to use all the contact numbers I have this could be a long Hold. So I walk down to front desk and it’s a ghost town. 4 am Becky or who knows what her name walks out of the the front desk office while the phone is ringing. She immediately says what the f do you want.
I informed her corporate is calling and she should probably answer. Literally at this time Todd from corporate comes back and says no one will answer I’ve never had this happen. I informed Todd she just walked out and he cold hear her berating me. Had speaker phone on and he asks her to to answer his call. She literally responds I don’t have to answer to anyone and takes off into the an administrative room.
So at this point Todd is at a loss offers a room again i decline as irs not 4am. He promises me he is noting this into a case but he does not have authority to offer a refund in the room but corporate will be calling me directly at 7am to offer a refund and remedy the situation some how. Of course he has no id number or confirmation #. 7 am comes no one calls.
Kids want to swim so I decide I’ll talk to manger at checkout. She immediately calls Vanessa and myself a liar and she absolutely will not offer any refund and I can come drive back to the hotel to talk to her boss on Monday. I asked if they have caller id she says of course. I ask how many times did best western corporate call. “0 but you sir called 15 times and were harassing us with that many calls” I had to walk away at this time.
Vanessa tried to explain everything in which she was told she was a liar as well.
Question is do I bother with even trying with the manger Monday or calling corporate. I’m honestly thinking about carpet bombing social media with this story.
We get home and Vanessa hands me the receipt it’s for 227.56. So out of curiosity I pull up my credit card app and the charge is now at 275 dollars!!! Absolutely no room damage their was no mini bar we checked out on time. My printed initial statement says no security deposit since it’s on a credit card and to consider it the final bill.
What do you recommend is my best route of action. Call corporate again, go talk to the other boss Monday (I feel like this will go nowhere). Or dispute the charge with my credit card company.
Would any dispute rights exist I know Reg E would be a denial on a debit card since we stayed the night. Does a credit card offer any other protections for a situation like this??
I’m pretty easy going but I have never in my life been treated so badly and let alone having our children locked in and locked out was terrifying.
Any advice is appreciated. Sorry for the book I tried to keep it as short as possible.
Submitted April 25, 2021 at 12:55AM by Professor-Nice https://ift.tt/3gAVA1o
