Immoral hotel management
11/06/2017 Wouterjansen, Amsterdam, The Netherlands
Called Best Western Cabrillo Inn with explicit request to make a reservation for a room as alternative option, asking hotel staff member if I'd be incurred any cost if I canceled the room on the same ... more
Called Best Western Cabrillo Inn with explicit request to make a reservation for a room as alternative option, asking hotel staff member if I'd be incurred any cost if I canceled the room on the same day. Staff member explicitly confirmed that I could cancel without any charges. Booked another (preferred) hotel and canceled within a matter of hours on same day (within a few hours even). Thinking all is fine, the same staff member calls back to say that after discussing the cancellation with his hotel manager, a cancellation fee will be incurred. After filing a complaint with Best Western, it turns out the hotel manager denies that the first conversation never happened (so basically implying I'm a liar), and passing the mistake of the staff member onto the customer. After raising this concern with Best Western, no-one takes responsibility. Extremely poor customer experience. less
Y_Chen, General Manager at Best Western Cabrillo Garden Inn, responded to this review
Hi Mr. Wouterjansen,
Thank you for your recent review for our property.
We already responded to the Customer Care case filed on this matter . The case has been closed.