Disdainful and angry GM made this a truly forgettable experience.
Terrible Experience, beyond surreal that someone would act this way.
I started packing yesterday to realize that i had accidentally booked the hotel for the night before. It was an honest mistake I made with one click of the button, just the day before. So I called the hotel and explained it to them, but they told me I had to talk to Expedia. For the next two hours, I was on the phone with Expedia and the GM of this Best Western, Jay. After awhile, Expedia told me that the GM declined to accommodate me in any way. So I called the hotel back and asked to speak to the GM myself. I was transferred to someone who claimed to be the GM, but wasn't. Finally, I was forwarded to the actual GM, Jay, who was already livid before he took the call.
Jay informed me that he did not care that I had made the mistake. He lied to me that he could do anything to help me in correcting the mistake. He was dishonest in telling me that only Expedia could help. He lied to me in that Expedia wasn't being honest with me. I said to him, "This was an honest mistake." And he said, "And you're paying for it."
I had nowhere to stay now. Basic common decency would want you to assist someone in making someone feel they got something for your money, but not the Best Western of San Juan.
I finally said to him after he admitted he was being dishonest, "So you're telling me that you can help me, but you refuse to. Is that correct?"
"Yes, that's right."
Never in my life have I dealt with someone in the hospitality industry like this. His callous and greedy attitude do not belong in this industry. The GM let me know that they had plenty of open hotel rooms that night and the night before. However, I would not even be offered a discounted room. I asked him how he would feel if he were in my shoes. He let me know that he would never make the mistake I did and therefore would never be in my shoes. Great.
We ended up staying at the local Marriot, where they treated us very well. I explained to them our situation and they were empathetic. That was all we needed
This was a truly awful experience to be treated this way. What did they want? For me to get down on my hands and knees and beg. That's honestly what it felt like.
I made an honest mistake anyone could have made and the GM of this hotel took pride in showing me the cost of mistake. He admitted lying to me. He refused to accommodate a paying guest and treated me like trash. "And now you're paying for it." He said. Yep.
And now I'm going to make sure as many people as possible know about my experience here. less