Smoking Room Drama
Made a reservation for the this average-at-best hotel. Was given a smoking room. Asked for a non-smoking room and was told the request couldn't be accommodated. I explained that with two young childr... more
Made a reservation for the this average-at-best hotel. Was given a smoking room. Asked for a non-smoking room and was told the request couldn't be accommodated. I explained that with two young children this wasn't feasible and we'd need to take our business elsewhere. The hotel said they couldn't refund the points we used to book. Went through customer service who sent me back to the hotel. The manager called and said "I know you and you're two daughters stayed in the room." I explained I don't have two daughters and none of my kids stepped foot in the room. Was told house keeping said it was used. I'd love to know who stayed in the room, as it was NOT us, as we informed the front desk we weren't staying and asked for a refund of the points, which we still do not have. I could get over not getting my points back, but as for David, the manager, calling me a liar, that's were I draw the line. Not ti mention, it took Best Western 6 weeks to give me a customer service ticket. Not a great way to keep rewards members! less
Hotel Manager, General Manager at Best Western - Airport, responded to this review
Dear Guest,
We are distressed to see your comments. Your feedback is important to us. Our apologies for the inconvenience.
The entire points you have observed will be investigated and necessary actions will be taken, We shall appreciate your kind understanding. Please visit us again.
Sincerely,
Hotel Manager