Outrageous Last-Minute Cancellation - Beware!!!
Worst hotel experience of my life... Literally <1 hour before my arrival, Best Western front desk emails me (see photo) an unapologetic one-sentence statement to cancel my reservation, even though my ... more
Worst hotel experience of my life... Literally <1 hour before my arrival, Best Western front desk emails me (see photo) an unapologetic one-sentence statement to cancel my reservation, even though my direct booking via the Best Western official website still shows as confirmed.
This Best Western hotel over-sells rooms and cancels on you at the last-minute in bad faith. Ms.Rita at the front-desk was defiant and rather unapologetic - I did not get a single apology or sorry, and you can imagine the surprise and inconvenience of having to book another hotel at 10:00 pm and carry over all my luggage.
Front-desk defensively asserts that my credit card did not go through - however 1) my online reservation is still active which clearly shows inconsistency; 2) this was not indicated in the email at all, and I got none prior notification; 3) the cancellation email was provided at extreme last minute notice at almost 9 pm, 4) there was over 6 hours lead time to notify me if truly any payment issues - which all makes this very sketchy and in bad faith.
Err away from this property unless you want to risk getting yourself into a late-night frustration, with a seemingly rogue front-desk team that operates unaccountably to even official website direct-booking. less
BESTWESTERNGRAND, Front Office Manager at Best Western Grand Hotel Hong Kong, responded to this review
Dear guest. Thank you for taking the time to write such a detailed review. All your comments are essential to educating our staff about good and bad service. We will ensure your feedback will be given to all. Furthermore, I will personally supervise that all your other complaints are addressed that everything will be in order on your next visit. We look forward to welcoming you back then.
Assistant Front Office Manager