Best Western Reservations
 

Just curious...back in October I made reservations at Best Western Gingerbread Inn in Waxahachie, TX. My mother was at the point of death and we were unable to attend a function in Waxahachie, so my wife called and cancelled our reservations three days prior to our expected date of arrival. She asked the desk clerk for a cancellation number and was told she didn't need a number. My wife insisted and finally she gave her a number. When I received my credit card bill, they had billed me for the night even though I had cancelled. After contacting them, they refused to credit my card because they said the cancellation number was not a number of theirs and I had not cancelled prior to my date of arrival. Has anybody else had any similiar dealings with this motel? I would definitely not recommend this Best Western in Waxahachie. Also have not received any assistance from the corporate offices of Best Western.

Contact your credit card company. You will get this resolved and your $$$ back with minimal effort.

Thanks, I will definitely contact them.

Only through credit card. BW has a crazy cancellation policy.

Yes, call your credit card company. I try to do everything online. That way I'm able to print out a page from the hotel that shows the cancellation number.

Don't be surprised if your credit card company gives you some hesitation. Almost everyone disputes these penalties, even when they are legitimate. When I worked in customer service at a travel agency, I had a few of these a week. I can count on one hand the number of disputes that were help up... and those were battles.
Problem in that no-show and penalty charges are often valid. Since it is your word against the hotel, you may not win.

I was able to get a print-out from my phone carrier and it clearly showed that we had called on the specific date and time that we had stated to the hotel. After checking with our credit card company, we were told that all we needed to do was to verify that we had placed a call to the hotel on the specific date and time in question. Now I'm waiting to hear back from the manager of the hotel and get his response. I'm sure he will dispute it, which will be difficult to do. I really don't care what his response is going to be as long as I receive credit from my card company. Best Western is history for me. There are many more hotels out there that are more interested in customer satisfaction than $$$.

ricebird, when you get the manager, be polite and firm. I know you are frustrated but it will go a long way.

Fax him the phone bill.

I've stayed at BW a lot (they're one of the few chains that allow dogs, which makes them Good Guys in my book!) I've never had a problem w/them, but in any case, your story sounds easily resolvable -- by dealing directly with your cc company. Luckily, I've only had a few disputes over charges; but each time my cc company has been cool. Just don't let any of the parties involved intimidate you.

Just as an FYI, Best Westerns are independantly owned and operated. A problem with one BW property should not keep you from visiting one of the many reputable BW's all over the world.

With the phone call records in your hands, I cannot imagine you NOT getting credited, no matter what the manager's response is.

As stated by TxTravelPro, almost all chain hotels are franshised operations, and there's no valid reason to write off all of a particular chain because of the sins of one.

Always get a cancellation number. If a confirmation # is important, then Cxl # is equally important.

rb_travelerxATyahoo... ironically I have to tell travel agents your exact words on a daily basis.
A travel agent would never consider a reservation confirmed without a CF# but a huge percentage never watch for a CX# (automated). Most will get one if they cancel by phone.
I am absolutely obsessed with detail when I cancel reservations and in all the years and hundreds of hotels I have stayed in, I have never had a problem :)

Whenever I have to make a business call of any kind I also document the date, the exact time, the name of the person I spoke with and their title. That has helped more then once. And yes, the few times I have had to cancel a hotel reservation I do get a cancellation number. Best wishes ricebird, problems like this annoy me as they are such a waste of time.

I hope your mother is alright. What a terrible time to have this situation.

The hotel did give me a confirmation number when I called and cancelled, but after notifying the manager after receiving the charges, he said they had no such number in their system. How was I to know that it wasn't a legitimate number. I always ask for a confirmation number when I cancel a reservation. That's what really upset me, the fact that the local hotel denied giving me the number.

Maybe cancel thru the 800# next time would be a better option.

Having worked front desk, I know sometimes the clerk is hurried, with check-ins, phone calls to guests, and phone calls for reservations & cancellations. When I ran a front desk, I insisted that NO ACTION be done regarding a resv or cxl unless it was being done on the official form (this was pre-computer days) because while I trusted my clerks, I did NOT trust their memory. I'll bet some clerk INTENDED to cancel, gave you a number to get rid of you, then forget. Now no one wants to take responsibility.

The 800# centers have no distractions that a clerk has. Or cancel on internet if possible. Hope you get this resolved to your satisfaction and that you'll continue to use OTHER BW properties.