First off, I am a Best Western Rewards Diamond level (top tier level meaning I spend A LOT of money with this hotel chain) and tried checking into this hotel using a free nights voucher given to my due to the amount of time I stay in Best Western's. The reason I had to use the voucher was due to a different Best Western hotel double charging my debit card from the night before and therefor I didn't have any money on my debit card anymore and the free night voucher was about to expire soon. ( A little useless background info, I work in banking security and refuse to use credit cards but will use debit cards when I travel and put just enough money in my account for however long I will be gone in case any hotel needs to take a hold on the card and then pay cash at checkout)
Anyway, I made the reservation earlier through Best Western and arrived a few hours later to check in and when I did I was asked to see my debit card as they were going to put a hold of over $100 on the card for the price of the room as if I had to pay for it. I explained to them what had happened with my card and thats why I was using my free night voucher and asked for them to call the General Manager to make an exception as I have stayed at this property anywhere from 4-8 times a year for the last three to four years. I even offer that if possible I would be able to put a $500 cash deposit on the room and they could inspect the room in the morning for any damage before giving me my deposit back. The clerk called the GM and talked to her and even looked up my history and explained to the GM that I have stayed many times and that she even remembered seeing me many times over the years, only to have the GM say she wouldn't make any exceptions no matter how many times I have stayed with the hotel. I am also traveling with my dog (her being a reason I stay with so many Best Westerns as so many of their hotels accept pets without outrages pet fees) so instead of working with me they refuse to rent me a room and force me to find a decent hotel that accepts pets without charging me $100 pet fee, which is hard in Billings close to 9pm at night.
While I understand having a credit card on file for room damages, I offered a VERY reasonable solution to this and have also been a regular guest of this hotel and have easily spent a couple thousand dollars at this hotel alone, and on top of that I am a Diamond Member of Best Western and stay close to 100 nights a year in this chain. What a horrible way to treat a valued customers of Best Western and this hotel just lost a long time guest. Also, I will be contacting Best Western about how this properties GM treats its Diamond members.
On the plus side, thankfully I am also a Priority Club member and I ended up at the Holiday Inn Grand Montana and they were FANTASTIC! The front desk was very friendly, gave me an upgraded room even with my dog and the room was very nice and clean. The Holiday Inn just gained a repeat guest and the Best Western could learn a lesson about service from them.
A good room would be staying at another hotel.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
31 May 2012
Our goal is always to find ways to best serve our guests yet establish procedures that are consistent, fair and equitable to all our customers. Whether guests book on-line, call our national Best Western Central Reservations Service, or call us direct, each person is told that a credit or debit card that will authorize for the first night is required at check in. Our guests are always treated to a great breakfast, cookies in the evening, pillowtop beds in every room, and best of all...no pet deposit is ever required! When available, our Diamond members are upgraded to our Executive King rooms or over-sized Double Queen rooms and receive their bonus points with every stay! We do hope that you will consider staying with us again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC