New Year’s Eve in London
Beware when pre booking a room with this Hotel. I had a reservation for NYE in London. They cancelled the booking on the day stating my card was declined. Bewildered by this I contacted my bank who co... more
Beware when pre booking a room with this Hotel. I had a reservation for NYE in London. They cancelled the booking on the day stating my card was declined. Bewildered by this I contacted my bank who confirmed the hotel hadn’t tried to take any payment and there was no problem with my card. I emailed the hotel who failed to respond. My NYE was ruined and I still have had to response or apology from them . Possibly overbooked rooms and kicked out people who booked at a lower rate????? Beware less
hotelilford, Manager at Best Western London Ilford Hotel, responded to this review
Dear Jill Fulcher,
First of all I would like to offer my personal and unreserved apology for the trouble and inconvenience caused to you during your recent visit at the Best Western Ilford Hotel.
At the same time, I give you my personal guarantee that the issue has been dealt with and corrected as promptly as possible.
I was really sorry to find out that you have experienced to have some problems with our service.
Please accept my sincere apologies for that.
However, let me reassure you that all the hotel team members try their best to provide excellent service and they will do everything possible in order to make the stay of every guest comfortable and memorable.
We have investigated the complaint and we found that the reservation was booked via Booking.com (Confirmation No 2125477715).
We would like to inform you that based on the term & conditions stated on booking.com to guarantee your booking in our property, a credit / debit card needs to be pre-authorized for the amount of the 1st night stay.
On the 30th of December the system has tried to update the card and pre-authorisation code. However, the card did not go through and it got declined. Therefore, it had been reported via Booking.com system.
We am very surprised to receive such a bad feedback about the reservation process and booking terms & conditions as this is not usual words we are getting about that.
Please accept my apologies for that. Our customers are at the heart of everything we do.
Regret to inform you, but based on booking terms & conditions we are not able to guarantee any reservation without valid pre-authorisation transaction.
Kindly allow me to remind you that our reception & reservation desk is operates 24/7.
Kindly call us and speak with any of our team members. We are happy to help you with any sort of issues or problems.
Once again, please accept my sincere apologies as we failed to meet your expectations.
In order to bring back your trust, I would like to offer you a discount of 15% on any date of your choice in either Best Western Greater London Hotel or Best Western Ilford Hotel.
I sincerely hope that you will stay with us again and the above incidents won’t deter you from staying in any Best Western Hotel in future.
If I can be in assistance any further please do not hesitate to contact us.