26/09/2016 Brandon O, Big Rapids, Michigan
So I have stayed at this hotel several times and usually, I am completely satisfied even if their is a problem, they are usually good about making it "right and satisfying" to me. However this experie... more
So I have stayed at this hotel several times and usually, I am completely satisfied even if their is a problem, they are usually good about making it "right and satisfying" to me. However this experience was a nightmare!!! As I called to book my room at the "student" rate that I have so much enjoyed, I have come to find out that they "no longer have this rate for the rooms they have available" I guess they had changed this policy a week or 2 before I called. Ok No problem, I had a $50 BW credit that I hadn't used yet, so I decided I would use it tonight so my room would still be pretty inexpensive. I go to the counter and am working with no other than the Assistant Manager (Rose?) forgot her name, and showed her my $50 BW credit. However, she felt that it made sense or was in the best interest of the customer (ME) to charge me the full amount of the room, THEN add the credit. I thought this was completely unnecessary to essentially take out $50 more dollars from my checking account, lowering my available credit, to just put it in days later when I needed that money for the weekend. Hence, using the BW credit for a better room rate. I was completely unhappy, angry, and irritated that this transaction was done in this manner. I could have used that extra $50 for my weekend that I had with the wife as we don't get to get away too often with trying to pay for a sitter for 5 kids over night. She also wasn't too sympatric in my opinion and just brushed it off like "Oh well." What an TERRIBLE EXPEREINCE. I am seriously debating whether or not to keep staying at the BW brand or any brand that is affiliated with the BW brand just based on this experience, not a bad experience but a TERRIBLE experience. Everything else was GREAT! We do enjoy the hotel very much, but the people are a major factor deciding if people will continue to stay or go else where. Still just thinking about it, I am mostly sad that we were down money that would have been spent on my wife. less
Marlin A, Director of Sales at BEST WESTERN Hospitality Hotel & Suites, responded to this review
I apologize for the way Rose handled your gift card. You are correct that amount definitely should have been applied before holding the remaining amount for your room. This is not our standard of customer service. I am also sorry that she didn't show sympathy for a situation that should not have happened in the first place. I would love the chance to make this right for you and your wife. You can contact me at email@example.com or by calling the hotel at (616)949-8400. Again my sincerest apologizes for this horrible experience.
Director of Sales