Complaint Review: Best Western Oakland Park Ft. Lauderdale FL - Ft. Lauderdale Florida

I have a Greendot Debit card which I use for travel. Although I was able to take a trip to a conference in Ft. Lauderdale, I have very limited funds, so I shopped carefully ONLINE to find a decent room to stay in for one night. To get the best value on a room, I spent hours searching internet deals, and finally PREPAID for my room at the Best Western Oakland Park. The funds were missing from my account before I ever got on the plane.

I wasn't surprised when I arrived and was told I had to leave my bags in the breakfast room because I wasn't permitted to check in even one minute earlier than four p.m. I wasn't pleased, but also I was surprised when I was told that not only would I NOT get the quiet room I requested, but instead was put in an "upgraded" room right behind the Tiki Bar, which blasted music until 9 pm. (I had decided to stay in a hotel to get a good night's sleep prior to attending my VERY BUSY conference... I didn't get that need filled in the room I was given.) I wasn't even all that bummed out that after checking in I was told the pool would only be open for one more hour; and wouldn't open again until after I checked out!

BUT I WAS VERY UNHAPPY when I went online to check my debit card balance only to find that the hotel had "RESERVED" $100 of my available funds (which, after prepaying for the room, were only about $160 left, reduced to $60 by their actions) for "incidentals." IN FACT I WAS FURIOUS BECAUSE I DID NOT AUTHORIZE THIS TRANSACTION.

I was only staying one night, I told them I was using my cell phone for any long distance calls, the breakfast and even one drink at the bar were free, and as it was, I didn't want to stay up drinking, I told them I had specifically wanted to get "a good rest." I called the front desk immediately, at approximately 7 pm, and told them I NEEDED the charge reversed immediately because I had to get a room before my return flight out of orlando.

The front desk clerk told me that this was a STANDARD PRACTICE for anyone who uses a debit card, despite my room being PAID IN FULL days in advance. I had to wait an hour to talk to the supervisor who assured me the problem would be handled right then and there.

IT IS THIRTEEN DAYS LATER AND THE FUNDS WERE JUST NOW RETURNED!!

The results of this fraudulant use of my funds were:

1. I had to "spend the night" in a Denny's restaurant rather than a hotel room because I had no funds for a room in Orlando.

2. I injured my back trying to carry my bags three blocks to catch a bus back to the airport (which had closed overnight), and I was unable to function properly for several days after my return. (I wouldn't have had to carry a bag if I had been able to get my hotel room with a shuttle!!)

3. When I called the hotel upon my return to Chattanooga, I was told for the first three calls that there was "no manager or owner" available to talk (even though I called at several different times during a period of two days). When I finally talked to the front desk clerk (who was completely obnoxious), he HUNG UP ON MY LONG DISTANCE CALL because he said the reversal had been done and he wasn't going to let me talk to anyone else.

4. It took four phone calls to the Best Western Customer Service line before one "took" (in other words, the connection didn't disconnect as soon as I was "connected") and I was finally able to file a "complaint report." I was later told by the Agent who called the hotel that the front desk clerk was equally rude to her but ASSURED HER that the reversal had gone through and I must be having "mental issues!"

5. Prior to filing my complaint, Best Western sent me two customer surveys which I completed three times before the site stopped crashing. I HAVE YET TO RECEIVE ANY FEEDBACK FROM EITHER THE NATIONAL CUSTOMER SERVICE LINE OR THE ONLINE CUSTOMER SERVICE FEEDBACK DEPT.

6. As a result of the injury to my back, and the numerous phone calls, etc. which took up much of my time, I lost earnings and ended up being "broke" despite having $100 "on hold!"

I feel that the unauthorized use of funds is not an uncommon practice once a hotel chain gets its hands on your debit/credit card number (however credit cards have far more protection than debit cards do). I had a Marriott charge me $100 pet fee this way, when no pet fee was ever indicated on the hotel information/site. I had a Country Inns and Suites keep my funds after I left upon finding that my small dog wasn't allowed, even though the website said it was a "pets ok" facility. HOW OFTEN DOES THIS PRACTICE OCCUR? IS IT LEGAL? WHAT RECOURSE DO WE CONSUMERS HAVE?

I look forward to hearing from others.

Charm

Chattanooga, Tennessee

U.S.A.

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