Difficulty getting our room, then double charged.
Posted Sep 9, 2016
At check-in they tried to tell us we didn't have reservations, even though I had my Expedia paperwork with me. Then she left us standing at the desk for a good 15-20 minutes because she said she had to personally go upstairs to see if housekeeping had made our rooms ready. The rooms were alright - ours looked like it was hastily put together; the toilet paper roll and bar were sitting out on the bathroom counter, and the carpet looked unswept. Other amenities were empty. (Made me wonder how much else wasn't really done that I couldn't see.) At checkout I told her we had already paid through Expedia. She said to me, "Oh, we don't do that," meaning that it was still unpaid. I wasn't sure enough to argue it with her, and she charged my husband's card. But when I got home and checked my statement - sure enough we had already paid for both rooms at the time of the booking, and she also charged us a second time for both rooms. Working for a refund through Best Western was futile - in spite of providing them with copies of all my statements, they refused to refund the second set of charges. The hotel manager essentially said we were not telling the truth, and they defaulted to her word, leaving us with two surplus room charges on the card. We ended up having our credit card company cancel the surplus payments. I'm still not sure whether she was that thick, or that dishonest. Bottom line - will not go back to any Best Western, ever. Would not recommend.