Hi Mr. Manter, Your reservation was prepaid through Expedia, in order to obtain a refund you need to contact Expedia since they are the ones you paid for your reservation. Expedia will reach out to us and we will approve of the refund, but we are unable to refund you directly. As for the second charge, we do have to authorize a credit card for incidentals, as Expedia only covers room and tax. The authorization is only a hold however and not a true charge, so that will be reversed in 3-5 business days if you used a credit card, but can take up to 7-10 business days if a debit card was provided. If you have any questions please call the hotel directly.

Hi Lisa,Thank you for your review regarding your recent stay at our property.On behalf of our entire team, I would like to apologize for the inconveniences you experienced during your stay. If you have a moment and are willing to give specifics about what was disappointing it might help me in improving our guest experience. In any case, I truly appreciate your feedback and please know that we will do what we can to make the necessary improvements, so that if you have an opportunity to visit us again you have a better experience. Your satisfaction is important to us.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Hi Caitlin, Thank you for completing the survey regarding your recent stay at our property.On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Dear Jessica,Thank you for your review regarding your recent stay at our property. On behalf of our entire team, I would like to thank you for rating your stay with us so highly and for your kind words regarding your stay. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. I'm very happy to hear that you enjoyed the pool amenities as well as our beds! Come see us again soon!On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Hi Erin!Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I would like to thank you for your kind words regarding our hotel, as well as the friendly staff and the great view from your room. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property.On behalf of our entire team, I would like to apologize for the inconveniences you experienced during your stay. From the survey it seems that you were extremely dissatisfied with the lack of housekeeping during your stay. We are very sorry to hear that you didn't have a great experience in our hotel – our mission is to provide excellent guest experiences, so we are sorry to have let you down. We have taken your feedback on board, and we will strive to make improvements accordingly.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Dear Patricia,Thank you for your review regarding your most recent stay at our property. I would like to apologize for the incidental fee not being explained prior to authorizing your card. I will make sure that we are explaining the incidental fees prior to checking in. I also would like to apologize for the inconvenience of the shower design in your room as well. If you have the opportunity to stay with us again, you can request a room with a bathtub if you would prefer, which will have a shower curtain to keep water contained. In any case, I truly appreciate your feedback and please know that we will do what we can to make the necessary improvements, so that if you have an opportunity to visit us again you have a better experience. Your satisfaction is important to us.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Dear Jon,Thank you for your review regarding your recent stay at our property.On behalf of our entire team, I would like to thank you for rating your stay with us so highly, and for your kind words. We are so glad that we were able to provide you with an exceptional experience, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. I'm glad to hear you enjoyed your view from your room! On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. We appreciate your compliments on our staff and services!On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. We appreciate your kind words regarding our front desk staff, and our property! On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for your review regarding your recent stay at our property.On behalf of our entire team, I would like to apologize for the inconveniences you experienced during your stay. From the survey it seems that you were extremely dissatisfied with the room amenities, especially the towels and pillow, and the treatment you received from our staff. I truly appreciate your feedback and please know that we will do what we can to make the necessary improvements, so that if you have an opportunity to visit us again you have a better experience. Your satisfaction is important to us.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Thank you for your review regarding your recent stay at our property. On behalf of our entire team, I would like to thank you for your kind words regarding our pool and fitness center. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Dear [Guest],Thank you for your review regarding your recent stay at our property.On behalf of our entire team, I would like to apologize for the inconveniences you experienced during your stay. If you have a moment and are willing to give specifics about what was disappointing it might help me in improving our guest experience. In any case, I truly appreciate your feedback and please know that we will do what we can to make the necessary improvements, so that if you have an opportunity to visit us again you have a better experience. Your satisfaction is important to us.I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.If I can provide any assistance, please don't hesitate to contact me.Sarah CrawfordAssistant General ManagerBest Western Plus Oswego Hotel and Conference Center

Thank you for your review regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Dear Gregory,Thank you for completing the survey regarding your recent stay at our property. I would like to thank you for your kind words about the pool and the view from your room. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Dear Theresa, Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Dear Evelyn,Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly, and for your kind words regarding our staff and amenities. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Dear Mary, Thank you for your review regarding your recent stay at our property.I would like to apologize for the inconveniences you experienced during your stay, such as the broken door latch and the unlocked balcony door. I truly appreciate your feedback and please know that we will do what we can to make the necessary improvements, so that if you have an opportunity to visit us again you have a better experience. Your satisfaction is important to us.We are glad that we were able to provide an otherwise satisfactory stay for you, and I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.

Hi Daniel, Thank you for completing the survey regarding your recent stay at our property. We are very sorry to hear that you didn't have a great experience in our hotel – our mission is to provide excellent guest experiences, so we are sorry to have let you down. We have taken your feedback on board, and we will strive to make improvements accordingly.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.

Thank you for completing the survey regarding your recent stay at our property. On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide a good experience during your stay with us, and look forward to hosting you again soon.

We are very sorry to hear that you didn't have a great experience in our hotel – our mission is to provide excellent guest experiences, so we are sorry to have let you down. We have taken your feedback on board, and we will strive to make improvements accordingly.

Thank you for completing the survey regarding your recent stay at our property. I'm so glad to hear you had a nice stay with us! On behalf of our entire team, I want to thank you for rating your stay with us so highly. We are happy that we were able to provide an exceptional experience during your stay with us, and look forward to hosting you again soon.