Room rate scam? Absolute horrible customer service
16/07/2018 Linda M, Iowa City, IA, United States
We booked our room on the BEST WESTERN WEBSITE well in advance. Upon arrival we were told our reservation was cancelled and we'd have to pay a higher rate. She said since we'd booked through a third p... more
We booked our room on the BEST WESTERN WEBSITE well in advance. Upon arrival we were told our reservation was cancelled and we'd have to pay a higher rate. She said since we'd booked through a third party website (again, their own company's website?) we would have to call BW customer service ourselves to sort out the problem.
After waiting on hold, BW customer service couldn't understand why our room was cancelled. They called the hotel directly to confirm our rate. However, the desk agent demanded they fax proof. We then had to stand there while she waited for the fax to arrive. She told us she couldn't check us in until she received it.
It took almost an hour to check into the hotel. We were polite and said we understood that she didn't cause the problem. However, she did absolutely nothing to help us either. It was a stressful experience. We were tired and had an extremely early flight the next morning. It was fortunate that they had an extra room and we didn't have to scramble at the last minute to find another hotel with park-and-fly.
The room itself was adequate. However, we had more stress and an extended wait again the next morning. We'd reserved the shuttle ahead of time, but had to wait 30 minutes for two other groups who'd booked the shuttle at a later time. We understand the hotel wants to be efficient, but wish they'd have given us a later time or split the difference and asked the other group to show up 15 minutes earlier. As it turned out, one of the groups was late so we had to wait 45 minutes.
The shuttle was a run-down minivan. There wasn't room for all the suitcases in the back and with all the people and luggage, we were packed in like sardines.
When we called the shuttle upon our return to Chicago, we were told that they'd just been to the airport to pick someone up 15 minutes earlier and we were the only 2 waiting for the shuttle.
We've not stayed in a BW for many years and it will be many more years until we stay at one again. I'd give them a ZERO out of 5 stars for customer service if I could. less
BWDPI, Guest Relations Manager at Best Western Des Plaines Inn, responded to this review
I apologize for the inconvenient wait time you faced in order for your park n fly reservation to be reinstated and the error to be fixed between us and best western corporate office.Thanks for the detailed feedback. I will definitely address the issues you faced during your check in with my staff so in the future it does not happen. We hope you can overlook this one bad experience and give us a second chance to make your stay a much more memorable one.