Front desk and manager- would never recommend or stay at this Best Western again
29/11/2016 Pamela V, Melbourne, Australia
We booked two rooms online with confirmation emailed promptly. The day of our arrival one of my family members had to cancel due to a medical emergency. A call was made that morning to cancel and was... more
We booked two rooms online with confirmation emailed promptly. The day of our arrival one of my family members had to cancel due to a medical emergency. A call was made that morning to cancel and was told by the desk clerk that no confirmation of cancellation would be needed, it was taken care of. Upon my arrival I requested confirmation from the desk clerk that the room had indeed been cancelled. She told me no, it was still an open reservation and she couldn't do anything and I should talk to the manager "Cindi" in the morning.
I went to the desk in the morning and Cindi was called. She said all she could do was reduce the rate because the reservation had not been cancelled and they were sold out the previous night. I asked who was working the desk the previous morning and was told they didn't know.
Having this not settle well with me, I returned after breakfast in Jackson and asked for the manager again. The desk clerk told me she was gone. I asked her to call the manager and was told NO, she might be busy. What?
I left a detailed written message and left it with my phone number to have the manager call me.
My family member who was charged for a cancelled room had also called and was told there is a note on her managers desk.
I never received a call from the manager about the issue. My family member was charged for the cancelled room and also never received a call back.
Very unresponsive management team and front desk.
In addition it took several days for my room charge to appear and no email confirmation came. I was told when checking out they couldn't print a receipt for me. Again, What???
Would NEVER recommend this facility to anyone considering a stay in Jackson. I hope that BW Corporate gets these reviews. This one gives them a bad rep. Not all are like this.
Roger K, Owner at BEST WESTERN Amador Inn, responded to this review
I am very sorry about the situation that you encountered. I am a bit confused on why the staff was not able to accommodate the cancellation. Do you by any chance have the name of the clerk that took your cancellation. We do have a 24 hour cancellation policy. I would also just like to know if you reservation was made through expedia, priceline, or any of those companies. I would really like to handle the situation for you. Have an amazing rest of your day, and please respond at your convenience.