ComplaintsforBest Western Plus
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Complaint Details
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Initial Complaint
12/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I booked this Best Western University Inn in Clemson, SC through Booking.com website, fully aware of the cancellation policy being up until 24 hours before check-in. I saw that the Booking.com website had a possible 2 day delay when I needed to cancel on 11/9 and they suggested reaching out to the hotel directly. I contacted the hotel directly and immediately by phone on 11/ 9 and 11/10 to cancel and request that a manager call me back by asking clerk to type in the reservation notes my desire to cancel. The agent at hotel said only the manager could grant this request. Trying to "GET" a manager has been impossible. I then reached out to Jaleesa Robinson and she was puzzled why I had THREE separate charges on my credit card for a "No Show" on 11/11 that I had tried cancelling for 2 days. I ALSO contacted Booking.com at Jaleesa's prompting and they told me to go back and contact hotel directly. This has been a VICIOUS cycle of miscommunication between the 2 businesses. On 11/22, Jaleesa R******* said over the phone that I should not have been charged $951.30, $529.20 or $504.20 and that she would contact Booking.com herself to get me a refund. Each party is saying that the other party is responsible for refunding my credit card. I had not seen any refunds at this point. I have followed up and attempted to speak with Jaleesa R******* on 11/23 @2:00pm , and 11/25 @3:15pm. I was told "she doesn't have voicemail (despite me leaving one previously), and "I am too busy at the front desk and don't have time to handwrite a message to Jaleesa". On 11/23 I received a "chat message" through Booking.com that someone refunded me one night charge but not the full amount as agreed upon with Jaleesa R*******. I am not sure where this message came from? This property has acknowledged between 3 staff members between 11/11- 11/25 that I should not have been charged almost $2000. I am looking for a FULL refund of ALL three amounts, as I met the proper hotel cancellation policy both through Booking.com and also Best Western itself. Thank you for any help you can provide. ***** ************.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.