Rude Service and Dishonest staff
I booked through Priceline. Hotel refused to provide me with a room because I had a pet even though the sign on the front desk said pet friendly. I agreed to the additional charge for the pet and they... more
I booked through Priceline. Hotel refused to provide me with a room because I had a pet even though the sign on the front desk said pet friendly. I agreed to the additional charge for the pet and they issued me room keys. As soon as I walked in the room they called the phone in the room and told me I could not stay because of the pet. The front desk told me I would have to contact priceline for a refund and that the hotel manager would approve the refund. They refuse to authorize a refund and told priceline that we stayed in the room. I have reached out to the hotel and to Best Western corporate. The answer has been too bad and we are keeping your money. I went a couple of kilometers to the Staybrige Suites. It was clean comfortable and the staff was courteous. Avoid the Best Western in London!! less
Siddhinath B, Front Office Manager at Best Western London Airport Inn & Suites, responded to this review
Thank you for choosing Best Western London Airport Inn and Suites.
While our management review has determined that the events you described could not have taken place as you describe them, Hotel was never informed about a pet in the room until our front desk person encountered while taking the security rounds. Your reservation was booked through Priceline for a room with 1 king bed which is not pet-friendly accommodations. We could have easily accommodated your request if we had any rooms available which were pet-friendly and upon manager's approval, we did offer you to stay in the room for additional cleaning charge of $30.00 on top of pet charge. Usually, a deep cleaning cost for a room is approximately $90.00 to $100.00 plus taxes. This special request was denied and you decided to check out instead. Unfortunately, since your reservation was prepaid through Priceline and we offered you the same room which was booked online; we cannot authorize a refund for your stay with us. We sincerely apologize for the inconvenience this might have caused.