Booked in four nights over New Year on my first trip to Hong Kong and was initially made to wait 30 minutes to check in and was then told, by a very unfriendly receptionist that the room wouldn’t be ready for a further two hours, after the official check in time for the room.
The room was very small but the main issue was that the bed was very old with springs protruding and deep cavities and was unfit for purpose.
After a sleepless first night, I informed the reception that the bed was unacceptable and was told to pack our luggage and come to reception before 11am and that the new room wouldn’t be available for another four hours! On my return to the hotel, having waited for four hours, I was then shown a series of rooms with similar very poor and uncomfortable beds.
I immediately checked out, but had unfortunately pre paid for four nights but was told that no compensation, even being without a room for a total of six hours of our stay, would be offered as they had offered me other room options and the room was none refundable.
Having contacted the hotel manager by email to explain my deep dissatisfaction, I requested to have the main Best Western Customer Service email address to log a complaint, which was agreed, however this was never provided and I am still waiting.....
We checked into the Rosedale Hotel Victoria Park, similar price with far better customer service, friendly helpful staff and most importantly comfortable beds.
Having stayed in many Best Westerns on business trips to the USA, which have always been very good, I will now never stay in a Best Western hotel again due my very poor experience. less