Reservation system is not dependable
28/07/2019 Zz8915, United States
We booked a room under a wedding block at this hotel 2 months ago by calling the hotel directly, only to find out 3 days before the wedding they booked the room on the wrong day. This was absolutely a... more
We booked a room under a wedding block at this hotel 2 months ago by calling the hotel directly, only to find out 3 days before the wedding they booked the room on the wrong day. This was absolutely an error on their part as I clearly stated at time of booking what night we needed. (I had difficulty booking on the phone back in early June due to a language barrier and someone else had to help the gentleman I was talking to.) They also wouldn’t take my credit card at time of booking saying “just give it at check in” which I have never experienced before. I tried without success to call the hotel for an entire day to fix their booking error. We were later told their phone lines were down for 3 days...I called the 800 number to rebook and was told there were no rooms available for the night we needed. A family member from the wedding was able to reach them and get it changed...but first she was told there was one room available and later on they said they had 4 rooms. The day before the wedding another family member found out HIS room was also booked on the wrong day. The phone line was STILL down and again a family member from the wedding had to personally intervene to get it changed. Yet ANOTHER relative had booked a suite for their family and paid the suite price but was given a double queen. The hotel then moved them to a suite when they called it to the staff’s attention after check in. The night of the wedding a staff member knocked on their door at 11pm when the family was sleeping...as they got up to answer the door, the staff member proceeded to let herself in the room! She was wearing pajamas, which was bizarre, and then gave them a story of not knowing if anyone was in the room. Breakfast is posted as being served til 10am but when my brother and his wife went to eat at 9:45 am the food was being taken away and they didn’t get breakfast. My husband went to the desk to check out because he wanted a receipt and the girl at the desk said she was just a housekeeper and didn’t know how to do that and that no one else was there to help him. We left our email and asked she have someone email it but it has yet to happen. This was at 10:30 am- prime time for guests to be coming to the desk. The air conditioning was not working in the lobby area and working but not like it should in our room. Our room was clean. (That was about the only positive thing I can say about our stay.) It was a very frustrating experience staying at this hotel and there appears to be serious problems with the way this Best Western location is managed. Unfortunate for the wedding family who worked so hard to make the weekend go smoothly to have this to worry about when they were busy with other last minute preparations. less
Sausha_McPherson, General Manager at Best Western Holiday Manor Newton, responded to this review
We wanted to take the time to thank you for choosing to stay at our property. We are so glad you chose us to be your home away from home.