ComplaintsforBest Western-mt Hood Inn

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We pre paid, by check, for 3 rooms August 27, 2020 for Hood to Coast relay. Was cancelled due to COVID, rescheduled for the following year. We talked on the phone and also by email that we would like to transfer our money for 3 rooms the night of August 26, 2021 for Hood to Coast relay. I had confirmed by phone number of times throughout the year to make sure we were booked. We arrived 8/26/2021 and was told by the hotel that we didn't have rooms for that night but we did have rooms for the following night 8/27/2021. They were booked solid for 8/26/2021 and the manager told us we were out of luck. I showed him the emails that took place between me and a former manager that it was being moved to 8/26/2021. He then told us by email that we would receive a refund by check. It has been over a month and I have been calling and emailing the manager about this issue since I have yet to receive the check. He keeps telling me that he is reaching out to the accounting but we haveno check

  Business response

  10/06/2021

  There unfortunately was a delay in communication with our accounting department in this matter. I have been attempting to get a resolution to this matter for over a month now as well, but I was able to get confirmation last night from accounting that they had issued a full refund check to **** ***** on 09-15-2021. I have reached out to her to verify the mailing information, but from what I can see the refunded the guest. 

  **** *******

  General Manager

  Best Western Mt. Hood Inn

  Customer response

  10/08/2021

  
  Complaint: ********
  
  I am rejecting this response because: The manager did send me an email showing me that they did in fact had a refunded check for me dated 9-15-2021 and asked me to confirm that the address was correct.  I did respond 10-6-2021 stating that the address on the check stub was correct but I have yet to receive it in the mail.  I asked him to reply by end of day to let me know what they were going to do moving forward since the address was correct, I still haven't received it and it has now been over 2.5 weeks since the date on the check.  I also asked if he could tell me when they mailed out the check.  I have yet to receive any emails back from the manager since Wednesday morning when he sent me the email verifying the address on the check.  I emailed him yesterday for an update and what they were going to do since I still haven't received the check in the mail.  Still no response from him with an update.  I did suggest to him that they make a new check and overnight it to me since it has taken this long but again still no reply at all with an update on such a simple matter.  
  
  Sincerely,
  
  **** *****

  Business response

  10/13/2021

  I am happy to report that it appears that after a considerable and unfortunate delay a reissued check has been sent and from my understanding has arrived. However if there are any other issues please let me know. 

  Customer response

  10/15/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

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