Welcome experience was frustrating
11/03/2018 ShupiCC, Sandton, South Africa
Hotel could not honour or accept responsibility for booking request services quoted via Priceline resulting in additional costs for €60 for a child and €45 . breakfast..beaides the lengthy explanatio... more
Hotel could not honour or accept responsibility for booking request services quoted via Priceline resulting in additional costs for €60 for a child and €45 . breakfast..beaides the lengthy explanation of how the travel agent misinforms guests. I still believe the hotel should proa tively take responsibility to reach out to clients directly for improved client satisfaction. less
AlessandroBorellini, Responsabile reception at Jet Hotel, responded to this review
thank you for your feedback, every comment is important to us to improve our quality.
We believe in a clear communication, and in occasion of your arrival we found out a new mistake in the room description of Priceline's website.We don't have a direct control on this website, so it was important for you to know the correct information, and describe the services the hotel can actually provide. We inform you that an official request is open from Best Western International to modify the wrong infos on Priceline website.
As explained by the receptionist, your reservation was for a double room, for 2 adults, and beside the notes you wrote in your reservation (that did not appear in our documents) the payment you made was for 2 people. The hotel was in right to ask an extra for the third person, such as the breakfasts you choose to make, that were not included in the rate.
We made an effort on our side to make you feel more comfortable, as we upgraded your room and your sister's room from a double and single to a triple and double, and we did not ask any additional cost for this, just to let you keep the same room for all your stay.
We checked you in around 12 AM, with no additional costs for the extra hours as check-in time is from 2 PM, as we seen you were exhausted from travelling.
We let you access to the breakfast room on the second day at 10 AM, when actually it is the closing time of the breakfast room, and we also prepared extra eggs and sausages as they were already finished, although the kitchen should have been already closed.
We think our service is worth more than a comment based on a first impression, and we'll surely keep giving our guests all the right information, as we prefere to clarify any doubt instead to give a bad surprise at the end.
With the hope to have a second chance from you, we wish to welcome you again at the BW Jet Hotel.
Front Office Manager
BEST WESTERN Jet Hotel