I booked two rooms through hotels.com at the Best Western Pasadena Inn on Colorado Blvd in Pasadena, CA. We were booked for 11/23/06. The full amount was paid upon making the reservation.
We arrived in Pasadena and unknowingly stopped at the Best Western Colorado Inn on Colorado Blvd in Pasadena, CA to check in at 3:30pm.
Upon entering the office, I asked if this was the correct location. The clerk and manager both stated yes. I told them we had made online reservations and wanted to check in. They looked on their computer monitor and asked for our credit cards.
When I stated "that the room is already paid for", the manager claimed that the room wasn't paid for, the online reservation only takes the credit card information for deposit purposes, and that I won't be double billed.
I again questioned whether or not they had my online reservation, and if this was the correct location. They once again replied with the same responses.
We checked into the hotel and left to meet our party for thanksgiving dinner. When we returned to the hotel, we noticed that there were two other Best Western Hotels down the street.
My friends recommended that I inquire one more time to make sure it was the correct hotel. I went to the night manager's window, the night manager told me that she didn't know and to come back in the morning.
I returned in the morning to check out and inquired once again whether or not this was the location that I had reserved. They assured me it was. They also assured me that I didn't get double billed after I inquired yet again.
When I returned home and went through my records, I discovered that my Credit Card WAS DOUBLE BILLED! The online reservation was PAID IN FULL. The SCAMMERS at Best Western Colorado Inn KNOWINGLY DECEITED US as to the status of our location and reservation.
Instead of being honest and saying "no, you don't have reservations at this location, it's most likely at our sister property down the street" they elected to LIE and say that we were at the proper location and that the online reservation was only for deposit purposes and the credit card was not charged.
I contacted hotels.com, who stated that they couldn't give me a refund because I didn't stay at the hotel, and I never called to let them know I wasn't going to stay there. The reason why I didn't call to let them no is because I was assured and reassured by the Colorado Inn employees that I was at the proper location under the correct reservation!
I contacted Best Western corporate headquarters about the situation, and they will only offer me a travel voucher good for 50% of the value, good for my next stay at a Best Western Hotel. They did indicate that if the manager of the Colorado in admits to their fault they will refund my money.
Because the manager of that location KNOWINGLY was defrauding us, I doubt that she will admit any fault.
BEWARE OF THESE SCAMMERS! During the past few weeks they ended their affiliation with Best Western and are now part of another hotel chain, so they have less of a reason to admit fault.
And don't even get me started about the incident where the manager was trying to peek into my hotel room... That's a whole 'nother story!!
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