ComplaintsforBest Western Naperville Inn
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Complaint Details
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Initial Complaint
06/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I stayed at the BEST Western in Naperville, IL from 2/26/22 to 3/5/22. I was charged $140 Incendental fee on top of the Almost $700. I was told the $140 I would get back upon departure of leaving the hotel. My home wasn't ready so I ended up staying another week from 3/5/22 through 3/12/22. **** the hotel manager told me I had to pay $140 again because the 1st $140 was for the 1st week. I paid the $140 plus the $700 and something for my room. On checkout day. I asked **** was the $280 be added to my account he stated in 1 to 3 business days. He replied yes. I received $140 but I never got the other $140 back. I want my money back for my incendentals fees and a apology. This type of business should not be operation.I understand times are hard. Cheating people is not the way. I hope you can help.Business response
07/13/2022
Hello,I want to respond to the complaint filed by ***************************** regarding billing issues.The guest stayed here on 2 separate stays of 1 week each. First stay was from 2/26/22 to 3/5/22. She made a prepaid reservation online. There was a hold put on her card for $140 for incidentals for the 7 nights ($20 per day). When she checked out of this reservation, her hold was released on 3/5/22 at ****am, card ending in ****. The same happened for her new reservation for 3/5/22 to 3/12/22, the card was held for $140, and then the hold was released at check out on 3/12/22 at *****am. This is standard procedure for any hotel, any guest that checks in will need to provide a credit card for incidentals on top of the payment. The hold is released at check out unless there are any additional charges, i.e. damages, smoking in a room etc. This was not the case with this guest. All holds were reversed back to her credit card as soon as she left the hotel back in March.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.