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BEST WESTERN Adirondac Inn * BEWARE

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  • BEST WESTERN Adirondac Inn * BEWARE

    I've just got back from a surprisingly good trip in the ADKS, staying in Saranac Lake, and I've received horrible news on my answering machine from Best Western Adirondac Inn in Lake Placid.

    Many of you may know several of the hotels in the LP region have a strict 7 day cancellation policy, but with Hurricane Irene's impact on Sunday, I had no choice but to cancel my reservation as travel on the roads Monday was unsafe due to potential flooding.

    I cancelled my stay, and thought everything was a okay.

    Can you believe the hotel called me and told me I didn't cancel, and even if I did, they have a 7 day cancellation policy? They are also telling me it was safe to travel there!! (L.P. was okay, but surrounding area not so.)

    I am having to provide long distance records from my home phone provider to prove that I phoned there.

    I've stayed at this hotel on and off for over 10 years and never cancelled before, I thought I should warn you forum members that they are very unreasonable if you ever need to cancel!

  • #2
    Call your bank or credit card company and ask for a chargeback. They will ask for your story and any documents that you have. Carefully, prepare it and send it in. If you win, you will get your money back. At this point you have nothing to lose.

    You could also call them back and tell them that you have proof of the cancellation, and it they don't reverse the charges, you will reluctantly have to get a chargeback. Every merchant hates to hear those words. If they get defiant, then do the chargeback and add that to your report.

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    • #3
      Here is where the hotel gets really smart. I had actually booked it on 28,000 Best Western points, which is a substantial amount of points.

      They didn't actually charge my credit card, (even though they had my number). Instead, they took the 28,000 points from my rewards account... which is still pretty nasty as I had hoped to use these for another trip.

      I told the woman at the Adirondack Inn that I have proof that I made not one, but several long distance calls to the region Monday morning, and she still wanted to proceed with taking away my points. Can you believe? I believe she had her chance to redeem herself.

      Best Western Corporate is handling it for me now. I am sure it will be all resolved, but I think it shows very very poor business relations. Especially for customers who have attended for so many years. Not a nice when to end a trip.

      Thanks for your advice and I will let you know how it all turns out!

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      • #4
        Sounds like you are handling it well. Going to Corporate is the right solution. If that doesn't work go to your county DA or State AG. They don't like negative exposure. An unhappy customer will tell at least 10 other people what happen to them. Hurts them in the long run. Good luck.

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        • #5
          Judging from the views on this thread, I think 2 dozen or so may already know about it...

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          • #6
            Send the Best Western manager a link to this thread....
            "Let me say it as simply as I can: transparency and the rule of law will be the touchstones of this presidency."

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            • #7
              Originally posted by Limekiln View Post
              Send the Best Western manager a link to this thread....
              Send it to the corporate office also.
              You can never conquer the mountain. You can only conquer yourself.

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              • #8
                If they don't refund my points after I produce my 'proof' of long distance phone calls on Monday the 29th, I will surely direct them to this thread.

                I think the annoying thing about it all is they told me they are overwhelmed with bookings because the area around them is damaged. They were able to book out our room with no difficulty, which suggests they took my points (esentially money from corporate office) and took another booking for the room.

                I have to wait until my phone bill comes in September 10th (I'm still on paper billing). I'll provide an update then!
                Last edited by ADK_Dreamer; 09-03-2011, 08:44 AM. Reason: typo

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                • #9
                  Originally posted by ADK_Dreamer View Post
                  If they don't refund my points after I produce my 'proof' of long distance phone calls on Monday the 29th, I will surely direct them to this thread.

                  I think the annoying thing about it all is they told me they are overwhelmed with bookings because the area around them is damaged. They were able to book out our room with no difficulty, which suggests they took my points (esentially money from corporate office) and took another booking for the room.

                  I have to wait until my phone bill comes in September 10th (I'm still on paper billing). I'll provide an update then!
                  Guess Irene washed away some ethics as well.
                  "If future generations are to remember us with gratitude rather than contempt, we must leave them more than the miracles of technology. We must leave them a glimpse of the world as it was in the beginning, not just after we got through with it." Lyndon B. Johnson

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                  • #10
                    Originally posted by mikie View Post
                    Sounds like you are handling it well. Going to Corporate is the right solution. If that doesn't work go to your county DA or State AG. They don't like negative exposure. An unhappy customer will tell at least 10 other people what happen to them. Hurts them in the long run. Good luck.
                    corporate power is huge... i worked for a defense contractor with about 400 full time and an additional 800 part time employees at a military base outside a small southern town of about 7k. the base itself employs about 6k civilians and has a population of 11k... i got shafted once by a certain rental car company (no rental, had to wait 3 hours for a turn in, 12 army officers were told to drive to another town 20 miles away to get theirs. we were driving to another military post for a conference 6 hours away.) i told my on-site travel coordinator about it. 8 years later, they're STILL not using that particular company. haha!

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                    • #11
                      Originally posted by redhawk View Post
                      Guess Irene washed away some ethics as well.
                      Well said.

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                      • #12
                        Worst Western

                        Sounds like they need a lesson in how to treat their customers.

                        Same weekend I had to cancel a reservation at a Hampton in NYC, since my daughters move in day was switched from Sunday to Monday. I had a good rate because my reservation had a no cancellation clause. They refunded me anyway.
                        ~~Leave no trace~~

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                        • #13
                          Exactly.

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                          • #14
                            I'm still awaiting my long distance phone bill to prove I called and cancelled... but in the meantime I visited tripadvisor.com... I scanned through lots of reviews and it appears the same lady that called me a liar, Olga, has done the same to others! It also appears they make a habit of being rude and charging people incorrect amounts! This is not good for Lake Placid or Best Western. Does anyone know these people????

                            I am also getting proof from the Essex County that they were advising against travel to the area on Monday, August 29th.

                            Why do I feel like I'm on a Judge Judy episode!

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                            • #15
                              Interesting!
                              My wife is from Helsinki. We visit every winter. This year she wants to stay at the Best Western on Katajonkka. Used to be a Finnish Prison when she was growing up and lived on Katajonkka as a student. Think I'll wait and see how this turns out before making reservations. Hope it turns out well.

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