Worst Customer Service
My husband and I booked with Booking.com weeks prior to our stay. We received several confirmation emails. After driving over five hours and arriving at the front desk of the Best Western Cade’s Cove,... more
My husband and I booked with Booking.com weeks prior to our stay. We received several confirmation emails. After driving over five hours and arriving at the front desk of the Best Western Cade’s Cove, and giving them our ID and credit card, which they charged...we were told they could not honor our reservation rate. What?! It would be double that! They said they do not have to honor third party booking rates!!! We are now there over an hour, with no room or reservation and a pet with us! They treated us so disrespectful... We asked to speak to a manager, but she was off for the next two days...Basically, if they had not been full they would had honored the rate, but due to they saw they could get more for the room, they chose to treat us like, pay double or leave! I will never stay at another Best Western or recommend them to any family or friends... Also since they had already charged our card, we had to wait seven days for it to be put back into our account! On top of finding a room and paying for that... A nightmare. We went back two days later to talk with the manager, to explain what happen and to let her know our card had been charged... Basically she defended the staff. Unbelievable! less
BWcadescove, Guest Relations Manager at Best Western Cades Cove Inn, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve it, you are helping us deliver a superior experience for you and other guests in the future.
We apologize for your inconvenience we hope you will come back to see us again soon so that we can make your next
experience a better one.
If I can be of assistance in the future, please don't hesitate to contact me at 865-448-9000. Thank you again for taking the time to complete the survey.
We appreciate your loyalty to our brand.
Guest Relations Manager
BEST WESTERN Cades Cove Inn