Complaint Review: Best Western Houston Bush Intercontinental Airport Inn

 Attn Elizabeth Cole: the price that it was advertise for was not honored. The price I was quoted was not consistent with what I was charged. In light of the disrespect from the staff and the out of line questions and request for documentation of a service animal (you are only allowed to ask if it's a service animal and what service it provides per federal law). I'm again instead of asking for a $50 credit if it wasn't fact $81 at $81 refund. I was only there again is short. Of time and felt extremely uncomfortable to the point where if you checked the footage I wasn't even there.

I spent the majority of the time trying to get a hold of a shuttle - after being told they would not pick me up and threatened to be escorted by the police. I asked for an investigation I ask for an apology yes you gave me an apology but an apology only go so far. So I appreciate your response but you've been very late in getting back. So I'd like you to circle back actually completed investigation to the claims I've made and get back to me tomorrow via phone, email, detailed voicemail or text.

To be crystal clear I have documented phone calls that were several nobody ever got back to me I was told One thing by One staff member another thing by another and again blatantly disrespected. I cannot emphasize the level of discomfort that I felt and if there was audio recording by all means you would have to hesitate to go ahead and issue that refund. Stop with the back-and-forth deferring of responsibility and go ahead and get it done.

Forward my correspondence to the hotel.  Ask them to investigate and take into consideration what I said if you are not willing to provide their information.  As stated previously I don't and did not feel comfortable while I was there to the point I took back exits and didn't bother checking out (although I was there a matter of hours.)  The fact that I was told that not only the shuttle bus would not come for me, per my request on the time I asked, by someone who was yelling at me "you are wrong" after being harassed about an ADA approved service animal, lied to and deceived about the rate, room and services offered but threatened to be removed by the police is egregious. 

It makes me sick to my stomach.  So your response has nothing to do with respect.  Respect the fact that the thought of contacting people that treated me in this discriminatory, harassing, deceitful as well as inconsiderate is outrageous and that the number/contact on the website which appears on the hotel gets me to you.  I am asking you to pick up where your hotel (franchisee or employees fell short.)  Although McDonalds for example has multiple franchises they have laws to abide by. 

They have a set of rules and regulations, codes of conduct and policies and procedures in place in order for the business to bear its name.  I need your attention, assistance and action on this firm request; moreover, I need you to either escalate this to someone who won't continue to defer responsibility and take this seriously if you can't or are unable to.  By the way no one from you company/organization/business/corporation has even responded to the BBB complaint.  Check the internet in the morning.  I have been more than patient and you have been full of empty promises and blank apologies.  

I am going to say this one last time.  I have never felt more uncomfortable in my life.  I will never return to this hotel.  I sent you the exact ID to the BBB complaint and gave you ample time to reply.  It was a complaint seeking a resolution which can ultimately be addressed and closed not a review.  Maybe putting not one but several reviews through multiple different forms will put your feet to the fire but what happened was horrendous and your apology blank.  I can not believe how inconsiderate you are blindly asking me to do something I made abundantly clear I wasn't comfortable with in light of what transpired. 

Clearly you have no intention of reviewing or investigating anything and your actions have demonstrated you have no desire to follow up with a formal BBB complaint.  From the gate I have gotten nothing but the run around from your organization.  I made it clear who I was when and where this happened but the amount of hoops I had jump through to even get someone to acknowledge what happened is outrageous.