Wedding Day Stress
21/10/2019 Michael R, Glendale, United States
So Best Western Rewards accidentally cancelled my second night at this hotel, which happened to be my wedding day. The manger on duty, who wasn’t on property, couldn’t care less that the mistake was B... more
So Best Western Rewards accidentally cancelled my second night at this hotel, which happened to be my wedding day. The manger on duty, who wasn’t on property, couldn’t care less that the mistake was Best Western’s even knowing my wedding was happening in 2 hrs. He even called the deal back after speaking to me and chewed out the girl working the desk for letting me speak with him. Very poor management and customer service. The hotel itself it dated and a lot of the rooms need total remodeling. It’s only saving grace is it’s proximity to Moonlight Beach and the 101 for shopping and dining in Encinitas. less
BWEncinitas, Director of Sales at Best Western Encinitas Inn & Suites At Moonlight Beach, responded to this review
Again, we apologize for this error in your reservation, but like you said it was a mistake made by BW Corporate Rewards Department, therefore making them accountable for this mistake.
In addition would like to describe my encounter with this guest as it made both my staff and I feel very uncomfortable.
The desk clerk on duty stated you had been yelling , demanding to speak to somebody else, and even when I relayed the necessary information to the desk clerk you refused to believe it.
It was only after we spoke directly I was able to convince you to call BW Rewards so that they may correct the issue - which they did.
This guest demanded we cancel two of the other customers guaranteed, correctly made reservations, so he may keep his two rooms.
We here at the BW Encinitas understand weddings can be very stressful but from our perspective we had no choice in the matter whatsoever.
In an effort to improve we are undergoing a full cosmetic renovation of all guest rooms which will include new furniture/fixtures, flooring, and newly painted rooms including crown moldings.