Arrival was not a good experience
19/06/2017 Melissa H, Winchester, indiana
They tried to recharge me the 430.00 again and spent 15 to 20 minutes trying to get it figured out. Thank god I saved my proof of paying in my email even tho it took the clerk forever to get all strai... more
They tried to recharge me the 430.00 again and spent 15 to 20 minutes trying to get it figured out. Thank god I saved my proof of paying in my email even tho it took the clerk forever to get all straightened out. less
Theresa T, Director of Sales at Best Western Clermont, responded to this review
Good afternoon, Ms. H,
Thank you for letting us know about your experience. I want to assure you that we did not want to double charge you. There were issues out of our control due to how your reservation was booked.
Hotel employees are every bit as frustrated as our guests when there are issues with reservations. When a reservation comes from a website other than Best Western, especially when they are prepaid reservations, hotel employees are often lacking the information needed to rectify the situation quickly. We often cannot access any information about the reservation, and are left doing online searches for phone numbers to try to track down the company that made the booking. We then have to sit on hold waiting for a customer service representative from that website who can explain to us why the reservation is not showing valid and how to fix the problem.
Please accept my apologies for the frustration, and feel free to reach out to me directly if you would like to discuss this further, or would like insights into how to prevent this from happening in the future, be it at our hotel or others.
Thank you,
Theresa