This Business is not BBB accredited
Phone: (206) 623-3900 400 Spring St, Seattle, WA 98104
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Pacific Plaza Hotel include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Business ManagementMs. Nancy Scholl, CEO
THIS LOCATION IS NOT BBB ACCREDITED
400 Spring St
Seattle, WA 98104 (206) 623-3900 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: In late August 2013, with the help of an online travel agency, I attempted to book a two night stay at the Executive Hotel Pacific on or around September 26, 2013. Upon doing so, when I proceeded to confirm the reservation the website indicated that the hotel was sold out for the time period that I requested. Therefore, I proceeded to make another reservation in Seattle. Following my trip to Seattle the Executive Hotel Pacific charged me a late for for "non-arrival." I disputed this payment but the hotel simply stated that I was charged the fee for "non-arrival." At no point, did the hotel provided me by mail, phone or email a confirmation of my stay or contact me on or around September 26, 2013 asking me if I would be checking in to the hotel. As a a business traveler I tend to arrive late for most of my stays and each time I've always been contacted to ask if/when I will be checking in. This hotel did no such thing. Furthermore, I contact my travel agency where I attempted to book my reservation through and they had no history or a reservation for me staying at this hotel.
Desired Settlement: DesiredSettlementID: Refund I would like a refund of the late charge that the hotel assessed me because at no time was I made aware that I had a reservation at this hotel either prior, during or subsequent my trip to Seattle.
Business Response: Initial Business Response /* (1000, 8, 2014/03/28) */ Mr. *******, Below is the copy of the confirmation letter that was sent to the travel agent who booked your reservation. I apologize if your travel agent failed to notify you of your confirmed booking. Once your reservation was booked by the assistance of your online travel agency it is subject to our 24 hour cancelation policy, which is clearly outlined on the confirmation letter. I have copied the confirmation letter, and subsequent charges associated due to Non-Cancellation of your existing reservation and have mailed to BBB 1000 Station Drive Ste. 222 DuPont, WA. XXXXX attn: ******* ********* I would advise that you take this matter up with the On-Line travel agency with whom you booked your reservation through. Regards, *** ******** General Manager ***SUPPORTING DOCUMENTS REDACTED BY BBB***
Read Complaint Details
Complaint: This is a Billing AND Customer Service complaint.... I have email from the hotel to back up my complaint... We made reservations for 3 nights at the hotel and received an email detailing the total charges. When we checked out of the hotel August 21st, we were charged much more than quoted, but did not see it until we returned home. After checking our AmEx online statement, we also found we were being billed an additional "pending charge" by the hotel on August 21st,of $324.17, for reasons unknown to us (or them?). After complaining to the GM, *** ********* by email and phone, I was told we would receive credit towards our AmEx billing for the excessive charges and the additional charge showing on AmEx as "pending charges", and we would also receive additional credit for our room not being airconditioned the first 2 days of our HOT stay. All of that was reasonable,acceptable, and appreciated. I then received 2 emails from ******** ******* the reservations manager, specifying our credits on August 26th. Today is August 29th, and our AmEx statement still has not been rectafied. So I filed a "dispute" of this billing with AmEx. I emailed the hotel asking why we have not received our AmEx credit yet to date. ******** ****** sent me an email stating that it takes 7-10 days to make the AmEx credit (not acceptable- it only takes seconds to charge my AmEx account so it shouldn't takes over a week to correct those charges). She also said that since I complained to AmEx, it will take longer to credit our charges (also not acceptable). My primary complaint against the hotel is their fraudulent charges against us, poor customer service, and reluctance (slow to act) to correct the situation as agreed after being "caught in the act". How many other "tourists" have they done similar things to in the past (or future)? If they had just done what they said they would do (BY NOW), I would have let the whole situatiuon go without filing this complaint against the hotel and it's reservations management. Product_Or_Service: 3 nights hotel stay, Bz King Room Order_Number: Folio #XXXXXX Account_Number: reservation confirm
Desired Settlement: DesiredSettlementID: Other (requires explanation) we want our AmEx CC account and all billing charges to be credited as agreed NOW, not weeks from now. That means remove the current charges of $857.66, and charge us only the $452.95 as agreed upon. Also, remove the wrongful, "pending charge" of $324.17 from our AmEx CC account. This complained needs to go on file with the Seattle BBB against the hotel for the world to see. Most people may not check the BBB for complaints against a hotel (I have before in unfamiliar areas), but it may help some.
Business Response: Final Consumer Response /* (2000, 7, 2013/09/06) */ Yesterday, after filing my complaint, I informed the hotel I had filed a complaint with the Seattle BBB, and was also considering filing with the WA State Attorney Generals Office regarding their business practices. This morning, we checked our AmEx account and found that all of my requests were granted (our AmEx account charges and discrepancies have all been corrected to our satisfaction). Once you have done whatever you may want to do regarding this complaint, my complaint can be dismissed, but please keep it on file for others to learn from.