Reservation Means Nothing
We've stayed at this Best Western several times while traveling between Phoenix and Chicago and it's been fine. This time was different. We made the reservation directly with the hotel 2 weeks in adva... more
We've stayed at this Best Western several times while traveling between Phoenix and Chicago and it's been fine. This time was different. We made the reservation directly with the hotel 2 weeks in advance, received no email confirmation, called again a week before traveling and were told the computers were having problems with emails. We were given a confirmation number and were assured we had a reservation. After driving 10 hours, we arrived and were told they had no reservation and that confirmation number wasn't valid. And they had no more rooms! Luckily, we were able to book a wonderful room across the parking lot at LaQuinta and we'll be staying there in the future. So it all turned out fine!
I did call the general reservation number and they told us that our reservation had been canceled...on that day and not by us. So...it appears that they gave our room to someone else. We will be watching our credit card statement to be sure we weren't charged. Just be aware that although you make a reservation, it means nothing. less
BW Discovery Inn Madrid, General Manager at Best Western Discovery Inn, responded to this review
Thank you for your past loyalty to our Best Western. I am sincerely sorry this error happened during your recent trip. I can understand how frustrating you must feel, especially after checking back to confirm. Please be assured that we do care, and are taking a deep look at how this occurred, how we can prevent it from happening again and how we can recover our guest's loyalty if it does. Hotels make mistakes occasionally. But, I can tell you that the team genuinely cares about guest comfort and satisfaction. If you would be willing to give us another chance, feel free to reach out to my office. I will assign a team member to personalize your experience from start to finish. Thank you again for your past loyalty and valuable feedback.