Stayed here M-W of super storm Sandy. We were w/o electric, heat and hot water but so was the rest of the area. Left Thur. AM to stay in Penn. with friends. Because of the lack of power I did not receive a billing receipt but the hotel had my debit card on file.
The following Sunday I reviewed my checking statement and saw I had two different charges for my stay. One for $272 and the other for $340, both posted on the same day. I called the hotel for clarification. The receptionist who answer did a cursory examination but could not explain the $340 and said my bill was for the $272. She went on to explain that the manager (Kim Tyler) was not available but that she would leave Kim a note about the problem.
I called again on Monday and spoke to another receptionist who said Kim was not yet in but would advise her of my call. Later that day I received a voice mail from Kim. Kim advised me that she could not find any evidence of the $340 but that she was sure it was "hold" amount that would be erased in 10 days. She went on to say my charge was $272 and there was nothing she could do about the $340 and I would have to speak to my bank.
My bank was closed Monday for Veteran's Day so I visited on Tuesday. The bank mgr. assured me that both charges had been deducted form my account and that no "hold" or "reversal" was pending. She suggested contacting the hotel again and if I still was not satisfied to contact the banks' fraud division.
I called the hotel and spoke to Kim and explained my findings and the bank's position. She assured me she did a thorough check but would do so again. Kim called me later that day and told me she "was right" there was no evidence of any $340 charge against my account and further she verified this with her headquarters.
After speaking to her I contacted my bank's fraud division. They acted quickly including crediting my account for $340 and initiating a investigation with the hotel.
Later that day Kim called again to tell that she located a $340 "hold" charge against my account but that she was sure this would be reversed. At that point I stopped this merry-go-round and advised her of my conversation with my bank's fraud division.
Like many people I was displaced by the storm and only was allowed home this past weekend.
As of this writing we are still awaiting power. The last thing I wanted to deal with in this rough patch was incompetence.
- Official Description (provided by the hotel):
- This charming Westfield, New Jersey hotel is located walking distance from downtown with a variety of shops and restaurants. Since opening in 1975, the Best Western Westfield Inn has striven to offer the best in customer service and accommodations for a completely enjoyable traveling experience. Ideally located in colonial Westfield, New Jersey hotel guests will be a short walk from many of the town's restaurants and shops. ... more less
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- Also Known As:
- Best Western Westfield Hotel Westfield
- Westfield Best Western