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Old 09-02-2011, 07:19 PM   #1
ADK_Dreamer
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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!
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Old 09-02-2011, 08:25 PM   #2
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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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Old 09-02-2011, 08:47 PM   #3
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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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Old 09-02-2011, 09:06 PM   #4
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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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Old 09-02-2011, 09:22 PM   #5
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Judging from the views on this thread, I think 2 dozen or so may already know about it...
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Old 09-03-2011, 07:34 AM   #6
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Send the Best Western manager a link to this thread....
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Old 09-03-2011, 07:55 AM   #7
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Send the Best Western manager a link to this thread....
Send it to the corporate office also.
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Old 09-03-2011, 08:43 AM   #8
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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 at 08:44 AM.. Reason: typo
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Old 09-03-2011, 09:06 AM   #9
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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.
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Old 09-03-2011, 09:54 AM   #10
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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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Old 09-03-2011, 10:09 AM   #11
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Guess Irene washed away some ethics as well.
Well said.
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Old 09-03-2011, 11:32 AM   #12
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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.
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Old 09-03-2011, 01:51 PM   #13
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Exactly.
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Old 09-09-2011, 01:49 PM   #14
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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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Old 09-09-2011, 06:40 PM   #15
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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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Old 09-09-2011, 06:56 PM   #16
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I think you are probably okay. Best Western isn't the problem. In fact, we have been frequenting BW hotels worldwide and never encountered a problem before this. BW acquired the Adirondack Inn into their chain in the last 3 years or so. I think Adirondack Inn must have been struggling as a motel (it's very old and damp) and so they jumped at the opportunity to take on the Best Western name. I wouldn't be surprised to see Best Western drop this hotel in Lake Placid. There have been quite a few complaints.

Having said that, absolutely do your homework. Go on trip adivisor for your mentioned hotel. Some people are just whiners and complainers, but sometimes you notice the same complaints over and over and it isn't too likely that is coincidence.
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Old 09-09-2011, 07:06 PM   #17
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I've stayed at the Best western in the Finger Lakes and all of the staff were awesome. They even remebered my first name. I think they are franchises. Maybe contact HQ?
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Old 09-09-2011, 10:16 PM   #18
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My understanding is that Best Western's are indeed independently owned and operated franchises.
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Old 09-09-2011, 10:49 PM   #19
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Yes. That is correct.
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Old 09-29-2011, 10:21 AM   #20
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Well here is the latest and the greatest on this suspect establishment!

On September 19th, I received the long distance phone records that the Best Western Adirondack Inn asked me to provide as proof of my phone call to cancel.

Interesting, Best Western corporate office faxed these records not once, but twice to the Adirondack Inn, and they did not respond.

On follow up today, Best Western corporate phoned the Adirondack Inn and they say they have received my long distance phone records, but they now 'recall' the conversation they had with me. They claim I called to inquire only about road conditions but never cancelled.

Best Western corporate office expressed their disappointment with their attitude and said "we were under the impression that the only thing you required from this customer was her phone records and things would be resolved". The charming manager Olga says, "no, we remember her calls but we are not refunding her points because she was a no show".

Well folks, I was anticipating this, so at least I provided proof with the manager at Best Western Saranac Lake that I extended my stay with him because I had already cancelled my stay at the Adirondack Inn.

The matter has now been referred to a higher level of authority at Best Western corporate office and I am to receive a call back in the next hour.

I am truly amazed that this establishment is still in business!!! You have to wonder why some people get into the customer service industry when they have no people skills!!

At this point for me, it is only a matter of principal.
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