No empathy for cancellation reason. Make sure you are aware of the cancellation policy as different to other chains.
07/02/2019 Grimmer2, Sheffield, United Kingdom
As a recent member of the BW loyalty scheme i have stayed here a few times with mixed results. However it is handy for business and I will be staying in Chelmsford (though not here again) even more go... more
As a recent member of the BW loyalty scheme i have stayed here a few times with mixed results. However it is handy for business and I will be staying in Chelmsford (though not here again) even more going forward due to work commitments. I booked to stay for 7th Feb and I confess that as with other chains on a flexible booking, I thought that i would be able to cancel on the day up to 4pm.
However not so! Unfortunately I experienced a fainting/black out episode on the late morning of my proposed travel. i was therefore, as one would expect, advised not to drive the 3.5 hours to Chelmsford. After ensuring I was okay, I called the hotel to explain this at 1300 on the day of travel and was matter of factly told by the receptionist that I would have to pay the full rate as I had not cancelled the night before.
If you are booking with best western then be aware of this policy. I am not happy with the lack of empathy and willingness to accommodate an existing return customer and will not be staying at this hotel again as clearly there is no leeway given to cancellations due to health conditions and/or regardless of whether one is a member of the loyalty scheme or not. less
RicardoSanta-Rita, General Manager at Best Western Atlantic Hotel, responded to this review
I was very sorry to learn of your disappointment regarding we have not shown empathy towards you as we were unable to refund you for late cancellation for the previous day to your stay at the Atlantic Hotel.
We take all our guests comments very seriously indeed, and discuss internally the feedback how to improve on guest's expectations.
I would like to take the opportunity to regain your confidence in our hotel.
On your next stay with us, we will give you a free upgrade and my Reception Manager has been instructed to award you with 2000 Best Western Rewards points.
Again I thank you for bringing these matters to my attention as our success depends on customer’s recommendations.