After being quarantined for months, due to the corona virus my girlfriend and I were looking forward to a nice getaway. I had an Eagles convention in Brigham City, Utah so we decided to stay at the Cr... more
After being quarantined for months, due to the corona virus my girlfriend and I were looking forward to a nice getaway. I had an Eagles convention in Brigham City, Utah so we decided to stay at the Crystal Inn. I made reservations and was quoted a price of $87.30 per night for the Jacuzzi Suite. I had always stayed there for years. I am Crystal Rewards member.
The Crystal Inn in Brigham City, Utah was bought out by Best Western. Since I had had reservations in January, I was assured that Best Western would honor my reservations at the quoted price and that it would be a smooth transition.
Once I arrived for check-in it was a little after 2:00 p.m. The manager told me that my room wasn’t ready to come back at 3:00 p.m. I assumed it was housekeeping and left. I came back at 3:00 p.m. and was told that my room wasn’t still ready. After waiting 30 minutes to speak the manager, he came out and told me my room wasn’t ready because maintenance was working on the tile around the bathtub! I asked him why would they rent out a room if knew it wasn’t ready. He got upset and his response was,” I'm going to cancel your room, you can go elsewhere”! I told him I wasn’t going anywhere, I wanted the room I had booked for months.
I told him I need a room to get ready for my conference, he reluctantly agreed to let use another room and I could transfer to the room, I had reserved, when it was ready.
The room was finally ready at 4:30. The workers had filled up the whirlpool bath tub and turned the heat to 90! It was like being in sauna, hot, humid and muggy!
After I check-out I received a phone call from the Best Western saying that I owed them $268 for two nights stay. I asked them why it was so much. They said it was $90 for Saturday night and $130 for Sunday night. I told them what Crystal Inn had quoted me and even sent them a copy of my confirmation e-mail. The price on the Best Western website is $98.18 per night. I was charged $517.20 for two nights!
I have been a Best Western reward member for years, I hope this is an isolated case. The manager’s customer skills are lacking, he is extremely rude. I tried unsuccessfully to reach out to the manager. He was either in a meeting, on the other line or out to lunch every time I called. less