So we book a single room for two adults and two children that costs $150 through Priceline with Best Western El Rancho Palacio. Perfect. We make it to Roswell around 3:30 am and go to check in and are told Priceline has not sent them the reservation and although we had a conformation number and proof of payment being taken from our account, that it was a third party matter that they could not help us with and could not honor the booking.
I’m frustrated at this point, but ok we’re just tired and want to sleep so I say “ok we will deal with that later can I just please rent a room so we can again go to bed, we’ve been driving for 14 hours.” We were then told because my girlfriend had a New Mexico ID, she was a local, and they could not give a room to locals because it was “policy.” Mind you this is not posted anywhere.
I ask for her to call her manager which she replies “but he’s sleeping.” I reply “I don’t care, I need my room please wake him.” She comes back and says “sorry we can’t help you, per the manager.” Frustratingly I nicely explained that we were not locals, that she hadn’t changed her ID due to the world wide pandemic and Vegas DMVs being booked out for months. I tell her to call her manager again, she returns with the same smirk telling us she can’t help us. I AGAIN explained were not locals please give us the room we paid for because we have no where else to go and no more money, which she then again told me that wasn’t their problem and that we should have changed the ID.....
Ok....so annoyingly again I explain “we are not locals here is my ID give me a room”. She then says “no sorry I saw that you’re with a local and we can’t rent to you either.” At this time I AGAIN provide my Nevada ID, 2 of my girlfriends Nevada medical insurance cards and her car insurance with her name and our Nevada address. I ask again to call the manager. Even with all of this, we are again denied service.
At this point, im asking why they won’t provide service to us and to show me the policy that they cannot give me a room. The girl blankly looks at me so get upset and ask AGAIN why we are being denied when we have paid, with proof, have proved we are not locals, and are still standing in the cold at now 4:00am just asking for a place to sleep that we paid for. Again we get denied and when I keep demanding an answer as to why were being refused, she responds “that’s the policy, I can get in trouble.”
I can’t lie y’all, a girl lost it here. Not appropriate but I became irate at this point yelling and demanding we be given our key so we can just go to bed and to be provided the service we paid for. Yes I’ll be honest I yelled and cursed at this point which was not right, but respectfully I paid my fee for a service and now you are telling me that my family and I now have to be put in a potentially dangerous position and sleep in our car somewhere on the side of the road because they literally wouldn’t rent us a room for no reason. Sorry but put my family in a dangerous situation and I am no longer patient or calm.
After losing my cool, I again ask to show me policy of why were being denied. At this point I’m told that they have a right to refuse service because I was upset and yelling and that if I didn’t leave they would call the police on me because I was causing a scene. I told her I’d call them for her because I wasn’t leaving I just wanted my room key we paid for. She threatened I needed to leave again and at this point I lost it again and went into full blown rage at the window. Like dude literally just give me a room? Why am I still even standing here?
My girlfriend finally gets me to get in the car after this. At this point we’re forced to have to drive across the street to beg another hotel to take us in, who initially told us no because they weren’t taking any new people that night because she had just done her nightly audit. After many tears, a panic attack, and begging, we were able to be put into a room. For that, thank you so much Baymont by Windom for helping me and my partner have a safe place to sleep.
I wake up the next morning and we are now being pushed between Priceline and the Hotel both telling us to call the other person for the refund. Which we are ultimately told to take up with our own bank because they couldn’t do anything, lol. At this point I’m literally dumbfounded.
I go back to the hotel to ask for a confirmation that the booking has been canceled and we weren’t being charged. Tell me why the manager that he been called the night before was there and again tried to kick me out of the hotel! I did not yell, I did not curse, I calmly asked why we had been denied service, for a copy of the policy’s that explained why we were, and a print out that we didn’t have any charges. He tells me he saw the video of me yelling and didn’t need to take it from me (mind you I’m calmly talking) and that I needed to leave. I told him I’m not leaving it was my right to be in the establishment and request the documentation since they took my payment that I still didn’t have returned. The manager denied giving me the policy and told me he didn’t have to provide it to me. The guy continues to be rude and tells me again I was in the wrong but hands me the paper so I leave explaining it was the worst I’ve ever been treated and would be reporting him. He tells me “great go ahead.”
I call Best Western and they are immediately apologetic and are opening an investigation and so is Priceline which I’m grateful for, but can I just be open and say I have NEVER been treated so poorly in my life. Let alone during a world wide pandemic when I’m just asking for a service I paid for and to rest our heads safely. I’m ashamed of services in our country lately and the fact that this happened to not only me but probably thousands of other people regularly is not ok. I’m posting this because people need to be aware of this company and what they are doing to innocent customers. I’m normally not the kind of person to post stuff like this but here we are. less