12/09/2016 kcs2699, Marion, Ohio
This is a clean, well-maintained property. Unfortunately, I cannot tolerate being charged undisclosed, extra fees at check-in. I feel I've been taken advantage of, and certainly NOT like a valued cu... more
This is a clean, well-maintained property. Unfortunately, I cannot tolerate being charged undisclosed, extra fees at check-in. I feel I've been taken advantage of, and certainly NOT like a valued customer of any kind. After booking our room online, I called the motel to request a first floor room & to notify them we were traveling with 2 small dogs. I was told everything as all set & that my requests would be met. At check-in, I was told I would be charged $40.00 in addition to the room rate because of the dogs. If it hadn't been so late in the day (we drove for over six hours), I would have shopped for another room. If you choose to book a room at this motel, BE SURE you ask about any additional charges. That information will not be given to you voluntarily. I'll choose to do my business with a more honorable business. less
Chanel O, General Manager at BEST WESTERN Hickory, responded to this review
We appreciate you taking the time out of your day to review our property. We are also delighted to here that you found our property to be so desirable. We strive daily, and as a team, to provide our Guest's with that experience. As regards to your "additional charges", we are sincerely sorry for the disconnect that transpires, quite frequently, when a Guest goes through a 3rd party online booking agent. Our property description is "pet friendly", as we most certainly are, but they neglect to mention our fees since they do not collect them. We have a modest fee of $20 per pet, and that is for the entire stay, not per night. This stems from the rigorous cleaning process every "pet friendly" room undergoes upon check out. Again, I would like to whole heartedly apologize for this miscommunication. I understand how, after hours of travel especially, new fees can easily be unwelcomed news. These are in no way hidden fees, I assure you. All Reservation Specialists are trained to communicate our modest fee of $20 to any Guest that conveys interests, or possibility in bringing a pet. Aside from that the fee is stated on every Registration card that is signed at check-in. Please know we are working with the 3rd parties to alleviate this confusion in the future. We never want any Guest to feel inconvenienced, or think they are being treated dishonorably. That is certainly not how we have remained in the top 3 Hotels in Hickory. We would like to Thank you for staying with us and to stay with us again if you ever find yourself traveling back through the area. We also encourage you to book by calling the property directly in the future to avoid any unnecessary confusion. We would be happy to offer you a Manager's Special Rate.
Thank You Kindly,
Chanel Owensby, General Manager