Couldn't cancel our reservation
08/01/2019 Supersora89, Cleveland, Tennessee
My husband decided last minute that he would rather stay in a hotel with more amenities. So I tried to cancel our reservation online (booked on the Best Western Website) and was unable too. So we cal... more
My husband decided last minute that he would rather stay in a hotel with more amenities. So I tried to cancel our reservation online (booked on the Best Western Website) and was unable too. So we called the hotel several times and was unable to get a hold of anyone. I went online and sent a message and someone called me back. And we were told we had to cancel it where we booked it from. They apparently cannot cancel over the phone. So we couldn't cancel it.
We booked from Saturday to Monday which New Years was during this time.
We got checked in a little early. Jon was very friendly!
The room was a few dollars more than my reservation said.
Got to our room and it was nice, I notice what looked like a blood on the wall next to the bathroom. Cleaned it up no big deal. The beds where comfy and the room was pretty much clean besides that. I personally do not think this room is a good fit for small children. One our kids fell and hit the corner of the wall and got a nasty bruise.
Breakfast was pretty good, some of the eggs where old/hard. We enjoyed the waffles and the toppings bar. The kids said the milk tasted old. So we skipped the milk the rest of the trip.
I was unaware of the different times of breakfast, I was told breakfast was at 10. Which we checked in on the weekend. The Monday we were there, I went down for breakfast it was a few minutes before 9. (I thought breakfast went to 10) There were other people down there getting breakfast. Someone was making waffles so I had to wait. So in the meantime I made the kids plates. When the waffle maker came free, I went to get mix and only got half a cup. I just made half a waffle and then looked around for an employee to let them know it was out. There wasn't anyone at the desk but I seen a guy cleaning the dining area. I mentioned to him that the waffle mix was out. At first I couldnt understand what he was saying [I sometimes have a hard time hearing] then I realized he was saying breakfast was over at 9. I then said to him that I was told 10 and he just threw his hands up, said something and walked off. I understand he is doing his job but ya know he could of handled it differently.
The last night we were there, it was New Years Eve. (I completely understand this was not the hotels fault) As soon as we got back to the hotel which was after 9, you could hear a party from outside. I looked to see if it was our floor or not. Got to our floor and of course the party was a few rooms over. We lucked out and got to our room and turned our fan on and you couldnt hear them. My husband had to run down to our vehicle and by the time he was coming back the cops where pulling in. After that it was pretty quiet besides some unusual noises.
Check out was easy and the guy behind the desk was super nice.
Overall the hotel was ok, I honestly wish we could of canceled our reservation, but it did save me some money compared to other hotels. Plus it has a good location. less
BestWesternHamptonVA, Manager at Best Western Hampton Coliseum Inn, responded to this review
Thank you for your detailed feedback. We apologize if we couldn’t provide a superior service to you. Our goal is to make sure all our guests have a good hotel experience.
Just to clarify a few concerns you had, we cannot cancel third party reservations.. those have to be cancelled within the free cancellation time frame by the third party who books it otherwise there are penalties involved as in any hotel reservation. We do appreciate that you did stay with us and enjoyed the location and the room.
Regarding breakfast hours, the weekday and weekend breakfast hours are displayed at the front desk, in the lobby and in the guest rooms as well. We apologize if there was any miscommunication regarding breakfast hours. We did keep the breakfast buffet on till 10 am on NewYears Day. We are happy that you enjoyed the waffles and toppings bar though.
Thank you again for your time. We hope you will give us another chance to serve you better.