Horrible Service! Gave Away Room After Check-In!!!
09/09/2017 Vicki W, CLEARWATER, United States
I made a reservation for your hotel with the 800 reservation line. I told the reservationist I must have a ground floor as I am unable to climb stairs due to multiple sclerosis (MS). The reservation... more
I made a reservation for your hotel with the 800 reservation line. I told the reservationist I must have a ground floor as I am unable to climb stairs due to multiple sclerosis (MS). The reservationist indicated she could not guarantee but reached out to the hotel. After the call, I immediately reached out to the hotel. I spoke with Amanda. Once I explained that I have MS and unable to go up/down stairs, she was more than happy to accommodate my needs. She indicated she would move some folks around so I could have a ground floor. I also advised I would be arriving after 9 pm.
My husband and I arrived at the hotel after 10 PM. Amanda checked us into room 112 and provided the key. We had not had anything to eat since all day, so we went into town to grab a bite before taking our things to our room.
Upon return to room 112 we could not enter. Our key didn't work.
My husband went to the front desk twice! The second time, the front desk clerk sent the maintenance person who tried the key.
THAT'S WHEN THE CURTAIN MOVED!!!!!!!!!!!!!
YOUR FRONT DESK STAFF GAVE OUR ROOM AWAY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
The only options offered was a ground floor SMOKING ROOM or 2nd floor room. First of all, SMOKING IS DISGUSTING! I do not smoke. I do not subject myself to smoke or people that smoke. There is no way I'd stay in a smoking room! Second of all, I CANNOT CLIMB STAIRS!
Since neither of those were options for us, we chose to leave and seek another hotel room ... at midnight!!!!
We had been awake since 4 AM Central time -- which included 4 hours airport/flying time and 12 hours of driving time. Saying we were TIRED would be an understatement.
We finally secured a room at another hotel and got into bed at almost 1 AM spending over $150 for a poor quality room!!!!
Best Western is our hotel of choice. We drove over an hour further than we needed to stay at Best Western Hickok House just because it's a Best Western property.
The management does not seem to be concerned that their error was a huge inconvenience.
I requested Best Western Reward Points equivalent to a 1 nights stay plus an additional 20,000 rewards points a "bonus" to compensate me for the error and inconvenience. They have have not awarded the 20,000 points ... "I have spoke with my supervisor and I am not able to add anymore." In my opinion, an additional 20,000 rewards points is not too much to ask considering the error and huge inconvenience. less
Lynda D, Front Office Manager at Best Western Hickok House, responded to this review
I would like to start by apologizing that we were not able to meet your needs while you were here.
Your reservation did come over online with a ground floor request that stated you were aware it was not guaranteed.
We did our best to accommodate you. We did have computer glitch that showed a room available that was not available. The guests had been in the room for hours prior to your arrival. We had one room left on the ground floor and it was a smoking room which you preferred not to take.
We cancelled your reservation for you at no cost because we could not meet your needs and gave you the 32000 points it would have cost you to stay here.
I am terribly sorry for the inconveniences.