**Horrible ** don't book here
05/08/2019 lortiz770724, San Antonio, Texas
Our room we booked on travel site was given away even though they charged our card earlier in the day, at check in we were given single bed room for our family and were told that we would have to pay ... more
Our room we booked on travel site was given away even though they charged our card earlier in the day, at check in we were given single bed room for our family and were told that we would have to pay extra for a double even though we had originally reserved a double. Clerk tried to get more money out of us to get the double room we had originally booked. My family of 4 had to share 1 bed. General Manager was even worst! Very rude and inhospitable! Will never use Best Western or recommend it to anyone I know. less
JohnC15452, Guest Relations Manager at Best Western Garden Inn, responded to this review
Dear Ortiz Family,
Thank you for your response in regards to your stay with us, it was troublesome to read your response, our hotel is rarely a victim to such words. First and foremost, I apologize for the mix up in your reservation, I will not mention any website names out of respect, however the hotel will accept full responsibility and ownership of such mishandling of your booking. We apologize for any inconvenience this may have caused you and your family, I understand that the King size bed with the sofa was not what you had reserved. We are working with the third party website that you used to fix from this ever happening again. I am sorry that no other rooms of the type you needed were not available. Please understand that this error was not at the fault of the hotel, we value our guests, your satisfaction is our number one priority and we will continue to work with the travel website that you booked on to help rectify this situation. Our mission is to provide you with the superior customer service that we are known for. I will be in touch personally with you as we continue to investigate why this happened to your reservation.
I understand your frustration and hope that you will bare with us as we continue to resolve this issue.
Assistant General Manager