31/07/2018 jrwensley, Clarksburg, Canada
I have never had a more terrible experience with Best Western. Last time I ever stay at one. My wife and myself and two other couples rode from Ontario to this hotel as it was the host hotel for the l... more
I have never had a more terrible experience with Best Western. Last time I ever stay at one. My wife and myself and two other couples rode from Ontario to this hotel as it was the host hotel for the local Harley Davidson rally. We had booked months in advance and where given a rate.when we arrived the rate had gone up dramatically in price. When we mentioned that we had a much lower rate, we where told that the manager said the rate we where given was a mistake and the new rate was two and a half times higher.i have never been to a Best Western that charged such insane rates. Harley Davidson has a deal with Best Western to offer their members a ten percent discount and when we asked to use it, the manager had also suspended that deal for the weekend of the rally, of course the hotel was full with Harley riders. When we asked to speak with the manager, she refused to come out of her office. Now there’s customer service for you. The lady at the desk apologized to us for this, however an apology does not cut it. We were blatantly ripped off and the manager did not care, because every other hotel was booked solid. This lady should loose her job and I will be writing a letter to Harley Davidson and explaining the situation and I hope Harley Davidson will get many more complaints and will cease promoting to their member to stay at Best Western. It was no small amount, for two nights stay they charged three hundred dollars plus over our quoted price. Disgusting. less
BWStJerome, Manager at Best Western Hotel St. Jerome, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations.
When the responsible of the group called in to book 5 rooms, he asked for the government rate and it is a policy that the client need to show proof of that at the check in.
Your arrived at the property at 6 pm I was out of my office at that time.
The following day I contacted the responsible of the group and offered in all rooms 30% discount for the inconvenience, he was very satisfied with the offer.