Hello. I recently had a 10 day reservation for this hotel. When I found it via priceline, I was ecstatic, as my friend and I were moving to Ft. Meyers and wanted a safe and convenient place to stay until we could get settled into an apartment. My roommate and I came down to FL with only the possessions that would fit in my car, and ourselves. I had sold or given away most of my big possessions in order to fund this huge life change, that I have wanted forever.
With that being said, upon our arrival, check in went fine and the hotel is lovely. That however, is where my compliments end. Upon bringing all of my belongings up to the hotel, we noticed a huge stain on the carpet that looked like blood. I can't verify that, but while it was far from desireable, we were tired from two days of driving, didn't want to inconvenience the staff and didn't want to have to switch rooms. My roommate, Kyle, notified housekeeping about it, but also stated that we were ok with the carpet, as long as we weren't charged for it.
The rest of the stay was uneventful and productive, we found our apartment, and enjoyed the area. I did note on many occasions however, that Jose' the manager, was demeaning to his employees and very demanding. While I understand that a Hotel manager has many pressures and demands to deal with, he was over the top. It is a large part of the reason I declined a job offer from him at the last minute.
My big surprise came two days after our checkout date of 8/29/2012, when upon looking at my checking account, I was informed that 322.00 was withdrawn. When I contacted the hotel, I was told it was because there was pet feces and dog hair found in the room. This is a complete lie, as we left the room in the same condition as we found it, with the exception of unmade beds.
After speaking with the hotel staff, I then contacted the Best Western Corporate Customer Care Number, but after several conversations over the course of Labor Day Weekend, was told that there is nothing they can do for me. It is up to Jose', the General Manager to give me my money back. I then contacted my bank to see if charges could be reversed, cancelled the card that the money was taken from, and filed an affadavit with my bank. I then at the advice of someone in my area, contacted a local News Station, Fox 4, and did a story.
The kind reporter came to my apartment and videotaped proof of no dog. We then went to the Best Western. Upon asking the Front Desk staff for a refund and to speak to Jose', the General Manager, I was told that he was not at the hotel but that I could not have a refund. It is at that time, that Julie, the Fox reporter, gave then her card and stated who she was affiliated with. Suddenly an Assistant Manager arrived and wisked us away to a conference room. She explained that the General Manager was on Vacation and could not be reached. Again, it is possible that this was the case, but I also want it to be noted that his Hummer was in the parking lot and I was told just the night before that Jose' would be available all day. Hmmm
The Assistant Manager, Reporter and I finally got Jose' on speaker phone. He immediately agreed to give me a full refund of my 322.00, as long as the news segment wasn't shown on FT. Meyers 6 o'clock news. When I stated that I wanted the show aired anyway, and when the reporter, Julie, stated that her supervisor would tell her to run the segment, Jose' then refused to reimburse me.
Bottom line-A. Hotel says I had a Dog. I don't own a dog, nor does my roommate.
B. If we had such a dog and front desk staff saw us walking it, why will they not
show us security surveillance of this?
C. If there was dog poop and hair everywhere, why are there no credible photos to
back this up, and why would housekeeping not tell management immediately so
that it was documented properly?
D. If they are so strict on cleanliness, why was there already a huge stain on
carpet that we had already notified housekeeping about?
E. We can identify our housekeeper. Why were we not allowed to speak to her?
F. There are photos of some piece of carpet in "some" room that is stained, along
with a photo of our room #305, but stain was not from our room, and photo
wasn't date and time stamped. It could have been from any room, at any
G. If the hotel manager has the ability to pull funds from my checking account,
shouldn't he have to have some kind of proof, other than the words," I trust my
housekeeping and front desk staff, I don't need visual proof such as
surveillance cameras, to charge you for a pet."
Again, My roommate Klye and I recently moved to Fort Meyers Florida from WI, came with absolutely NO PETS of any kind, have proof of this, and yet a supposed dog of our pooped and left dog hair all over our room. This hotel bosts of its dog friendliness, but I don't even own a dog and I have been stolen from. Do not stay here, unless you want to take a risk that will not be worth it. Please see the news segment at www.fox4now.com, for the evening of Sept. 5. 2012 The segment is part of a series, called 4, In Your Corner.