Abused by staff, tried to take my money.
27/09/2017 Ivi2018, Sydney, Australia
Such a horrible experience at this hotel. I arrived at the hotel at 10pm on a Tuesday, only to be told that I had no booking. Even though I had a booking confirmation and money had been taken out of ... more
Such a horrible experience at this hotel. I arrived at the hotel at 10pm on a Tuesday, only to be told that I had no booking. Even though I had a booking confirmation and money had been taken out of my account. I understand that accidents happen/overbookings happen, no worries. But when I kept showing them my confirmation, the three guys at the front desk didn't want to help me, asked me to leave and said they couldnt help me anymore. One guy even said "Sorry, I'm just a trainee so I cannot help you more". I had to call hotel.com and get it sorted. Hotels.com called the hotel while I was there and the guys were telling hotels.com "Sorry, I cannot talk right now we're very busy right now serving customers and I'm the only one at the front desk" - obviously a lie. I'm a super easy going Aussie girl, and if they made an overbooking then super fine,accidents happen and we could have together sorted it out but the fact that they were just super rude, tried to tell me they haven't recieved payment when it was taken from my account, abused me (swore at me numerous times) and didn't get me any respect or help was just shocking. I really hope the hotel owner knows about his staff members treating customers like this and I hope no one has the same experience as I did. less
BWHotelKantstrasse, Assistant Manager Customer Care at Best Western Hotel Kantstrasse Berlin, responded to this review
on behalf of our team and hotel manager we would like to apologize for all the inconveniences you had to experience when arriving in our hotel.
The behavior of our staff does not represent our idea of a good service at all.
Of course we will contact your travel agency so that they will refund you the paid amount immediately.
We are very sorry for the bad experience. Please be sure that we will handle that case in the appropriate way. We will take actions and consequence to avoid such rude behavior again. Meanwhile we contact you direct to discuss what else we can do for you to make your experience forgettable.
With BEST regards
Assistant Manager Customer Care
Best Western Hotel Kantstrasse Berlin