Do not cancel a reservation without receiving a cancel confirmation number!!!
02.01.2017 TravelsWithDogs2017, Aransas Pass, Texas
We have stayed at this motel many times over the last decade. However,on a trip last week we had to cancel a reservation held by credit card. The motel said they would send us a cancel confirmation ... more
We have stayed at this motel many times over the last decade. However,on a trip last week we had to cancel a reservation held by credit card. The motel said they would send us a cancel confirmation number by email, but did not. The motel then charged us for the reservation. We then called the motel and the general manager told us that we had not called to cancel the reservation, and basically accused us of lying. Needless to say, we will NEVER stay at this motel again. less
Bill C, General Manager at BEST WESTERN Kokopelli Lodge, responded to this review
We are very sorry this misunderstanding has come to this. We certainly did not intend to make you feel as though we were accusing you of lying. There has been a lot of interaction about this incident that has been, and probably should stay, out of the public eye so I will try to avoid the proverbial “Pouring salt in the wound” in this forum.
We recommend getting the cancellation number from any company you cancel something with to everyone. Getting the cancellation number protects both you and the company you are doing business with. Our policy requires our staff to open the reservation in question, confirm that they are cancelling the correct reservation, and cancel that reservation while they still have the guest on the phone. If we have the guests email address our staff can then offer to email confirmation of that cancellation and/or convey it to them over the phone. If the guest selects the email confirmation our staff clicks on the proper button and the system generates and sends the email at that time. In the case of multiple reservations they then go on to the next reservation cancellation.
In your case, this process either broke down or you were not talking to us. If it broke, then without at least a general time that you called, we face an extremely difficult task trying to figure how, why, or even if it broke. This in turn makes it difficult to develop or tweak our policy effectively to prevent this kind of incident. I feel it is unfair to “yell at” or chastise our entire staff over the possibility one of them failed to properly follow policy.
We invite you to continue to work with us to try to resolve this issue in a way that satisfies both of us.