Horrible service after hotel cancelled reservation
02/09/2019 Cassandra N, St. Catharines, Canada
I originally booked 3 nights through booking.com. I then realized that Best Westerns offer rewards points to be used towards free stays, so I immediately cancelled my booking.com reservation and booke... more
I originally booked 3 nights through booking.com. I then realized that Best Westerns offer rewards points to be used towards free stays, so I immediately cancelled my booking.com reservation and booked directly through the hotels website. I received confirmation and cancellation emails from booking.com and I received a confirmation email from best western.
Then, after a 7 hour drive from out of province, we arrive at the hotel and try to check in only to be told that they have no reservation for us. I gave them the confirmation number from the email I received from best western and he informs me that the reservation was cancelled. I told him that I only cancelled my booking.com reservation, not my reservation from the hotel. He then tells me there’s nothing he can do, but they do have a room available for 2 nights only as they are sold out for the third night (Saturday night) I called the customer service number, they put me on hold as they called the hotel directly and were told the same thing. They said that they would have to get in touch with the owners of the property to see what can be done, but they could not guarantee me anything. I called booking.com who advised me that their bookings for that property are handled by a third party company who the hotel has hired to do their bookings. Somewhere along the line my original booking.com reservation was never booked properly therefor when the cancellation came through they cancelled my booking through the hotel which left me with no reservation at all.
I was told to talk to the manager in the morning. I spoke with her the next day and she was very rude and unwilling to do anything for me for the inconvenience of me now having to find somewhere else to stay for a saturday night on a long weekend. They suggested I book at a property close by that was a motel that was nowhere near comparable to their hotel.... for the same price!?! We ended up booking at another property that we found ourselves.
What was supposed to be a nice relaxing getaway for our birthdays turned out to be the most stressful weekend. Horribly rude staff. less
Any Q, Guest Relations Manager at Best Western Laval-Montreal, responded to this review
Dear customer, my name is Any Quintal I am the director who talk to you on the morning, I am sorry if you think that I was rude, English is not my first language, I only wanted to explain to you on the morning that we were having only one reservation in the system and it was cancel on August 25th.
The reservation system is build in 2 way, when someone from the 3rd parts or someone from Best Western booked in the system, they can cancel anytime by there own sides, without showing, asking or sending us a physical confirmation, yes we received the cancellation number in the reservation but the only way to see it is to open the reservation
Unfortunately we were sold out on Saturday, when we meet on the morning I promesse you that we will do anything to help you to find a place in Laval, Edwin and Cindy make many calls around to find a place in an hotel and Edwin found a place for you, he immediately call you at the cell number that you let us at the reception and he propose you to make a reservation for you because the room was on hold, you refuse, you told him that it was ok that you will verify later to find a place.
We are really sorry for they inconvenience that occurred before your stay at the hotel and we hope that you will consider to stay with us on your next stay.
Have a wonderful day
Best Western Laval Team