ComplaintsforBest Western Port Columbus
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Complaint Details
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Initial Complaint
05/23/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a booking with this hotel early on May 14, 2023, I immediately received the confirmation email at 2:49am. In this case, the booking was made through a third party. I attempted to check-in to the hotel at 3:15am, approximately 24 minutes later. The employee at the front desk advised me that my reservation did come through, but she had cancelled it at 3:00 (11 minutes after booking) for a no-show. She had then sold my room to another customer, that was actually still present in the lobby. The booking service, Hotels.com (Expedia) has requested approval to give me a refund for the room, but the hotel manager has denied this request. They received $115.15. I paid for a service, attempted to check-in for that service, was denied that service and the service was sold again to a third party. They simply stole my payment and refuse to refund it. After reading the reviews, I see that mine is not a unique situation with this property. Their check-in policy does not state anything about a cut-off time for check-in, to the contrary it openly states that you can check in "anytime." While I initially wrote it off as a glitch in the system, the blatant refusal of the management to extend the refund now looks much more like theft.Customer response
05/23/2023
Thank you for your quick response.
I am attaching the email confirmation showing the time stamp of 2:49am on 5/14 and the email from Hotels.com today stating that the hotel management refused the refund. In this email, they make mention of “holding to the original cancellation policy.” However, as you will see in the written confirmation, it is stated that there is no cut-off time for check-in.
To be clear, the confirmation shows “anytime” as the limit for check-in. It makes no reference to a 3:00am cancellation time. At any rate, cancelling the reservation a mere 11 minutes after the booking represents very shady business practice. It’s only made worse by actually selling the room again to a third party.
At this point, Expedia (Hotels.com) is of no use as an intermediary as they are only being used for the hotel management to hide behind. I would ask that a check in the amount of $115.15 be mailed directly to me for the resolution of this refund.
Thank you much for your efforts.
Initial Complaint
03/05/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I made my reservation at the hotel online on January 8th, 2023. I arrive at the hotel on March 3rd, 2023 around 4:45pm and was told they had no room available for me and I needed to find another place to stay. I was never contacted prior to my arrival date informing of this so I could have made other arrangements. I was able to find another hotel nearby, but had to pay more for it. I would like to be reimbursed the difference, $43.27, due to the negligence on the part of the hotel. The original cost of the room I booked was $121.67 and I ended up paying $164.94 at the other hotel I ended up staying at.Initial Complaint
12/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I stayed a night in a room woke up in the middle of the night with bugs crawling on me. Went to the front desk was told they couldn’t help me just put in a maintenance request I called trying to speak with management wasn’t able to reach anyone because I left immediately after leaving the from desk called in to customer service they gave me pointsInitial Complaint
08/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I am in between homes & often stay at Best Western Port Columbus. The mgr Roger has a problem with me for no reason. I don't even know him & he attitude with me. He is letting his employees have free rooms. I pay for mine. He went into my room & took pictures of my stuff. And had the employees kick me out with no reason & no refund. He was not there. I did not have anything illegal in the room. They are having a party in a room tonight for free. This Mgr needs to be fired. He does not own the hotel. I paid $89 for my room & I didn't get to stay in it.Business response
09/13/2022
Guest ****** ***** stayed in guest room 306 on August 23, 2022 The rooms was in the name ******* *******, whom we have to guess is a friend of Ms. *****. ******* checked out of the hotel the morning of the 24th. As the housekeepers were cleaning rooms Ms. ***** found a door open next door and moved her things to room 308 on August 24, 2022. The hotel found at the end of the day as rooms were being inspected. Pictures of the room were taken as to identify who was in the room. Because the room was not registered to Ms. ***** and was not paid for she and her family were asked to leave. Ms. ***** may not have had illegal items in her room, but was in the room illegally. There are no funds to be refunded as no money was paid. It is at the managers discression to adjust a guest room rate or to comp a guest room.Business response
09/13/2022
Guest Monica ***** stayed in guest room 306 on August 23, 2022 The rooms was in the name ******* *******, whom we have to guess is a friend of Ms. *****. ******* checked out of the hotel the morning of the 24th. As the housekeepers were cleaning rooms Ms. ***** found a door open next door and moved her things to room 308 on August 24, 2022. The hotel found at the end of the day as rooms were being inspected. Pictures of the room were taken as to identify who was in the room. Because the room was not registered to Ms. ***** and was not paid for she and her family were asked to leave. Ms. ***** may not have had illegal items in her room, but was in the room illegally. There are no funds to be refunded as no money was paid. It is at the managers discression to adjust a guest room rate or to comp a guest room.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.