one night reservation not accepted
09/01/2019 GeorgeMendieta, Alajuela, Costa Rica
I made a reservation through a hotel page and upon arriving at the hotel, the representatives told me that the reservation was not valid and that the page that made the reservation was not reliable, t... more
I made a reservation through a hotel page and upon arriving at the hotel, the representatives told me that the reservation was not valid and that the page that made the reservation was not reliable, therefore they had to charge me another price.
We were 2 adults and one girl, for a total of $ 216 and the Best Western wanted to charge me more than $ 400 less
Marjorie E, Guest Relations Manager at Best Western Jaco Beach All Inclusive Resort, responded to this review
Dear GeorgeMendieta, thank you so much for sharing your comments.
We are very sorry and distressed to learn about the inconvenience you experienced with the reservation made through a website so please accept our most sincere apologies for it. We are very surprised that you mentioned that the reservation was not valid when it surely was and that you mentioned that our staff said that the website in which you made your reservation is not reliable when we have worked with that website for a very long time The reason why there was an increase in the rate was that you made the reservation for 2 adults only (since we are an all inclusive hotel and resort, our guests have to pay the price per person) and when you arrived, you did with a teenager and teenagers have to pay the price as adults (for children under 11 years, there is a lower rate, but from 11 years up, they have to pay adult rates; the only children who stay for free are those that are 3 years or less). Also, the scheduled check in time is 3 p.m. and you all came to the hotel around 10 a.m. The only way guests that arrive that early can stay at the hotel and enjoy our premises and our all inclusive services is by paying a $25 fee per person; this is because as we mentioned before, we are an all inclusive hotel and resort. If the guests do not want to pay the aforementioned fee, they have to leave the premises and return at the scheduled check in time. Once again, we are very sorry and distressed about the confusion, misunderstanding and inconvenience you experienced and we apologize for it.
It was a pleasure being at your service.
Guest Relations Manager