Appalling Customer Service
23/11/2015 naomi k, Bognor Regis
I recently booked for an employee to stay at this hotel via booking.com. The hotel was paid for in advance, booked in his name as the guest. When he turned up they advised there was no booking. He the... more
I recently booked for an employee to stay at this hotel via booking.com. The hotel was paid for in advance, booked in his name as the guest. When he turned up they advised there was no booking. He then had to pay extra for an additional room.
In the morning we received a 'no show' email from booking.com to say they hotel advised he never turned up.
After contacting the hotel they said he turned up after midnight and therefore it is the following day. They then changed their story to 'he couldnt provide a name for the booking' and again they finally decided their story was 'he could not provide the credit card'. Our engineer has a receipt from the hotel when he checked in at 21:23, he was also never asked to provide the credit card and he provided his name, the company and my name for the booking.
The hotel staff were extremely rude, unhelpful and refused to put me through to the manager. They told me I was lying and they would not give any refund as no one turned up at the hotel.
I am shocked at the way they handled this and would expect a lot more from a Best Western.
We would never book with this chain again and i would advise anyone thinking about it to reconsider. It seems to me like they are just after more money!!!!!
A truly appalling experience. less
Peter N, General Manager at BEST WESTERN London Highbury, responded to this review
Dear Naomi K
Thank you for taking the time to post your review.
Please accept my sincere apologies for the human error on our part during the reservation process which resulted in a lapse of service at check-in.
I am delighted to learn this misunderstanding had now been resolved entirely and that we were in contact to further explained and apologised for all the inconvenience caused to you and your guests.
My team member also joins me in apologising as you felt our telephone etiquette was not up to your expectations, but rest assured we have taken your comments on-board as well as each point you have raised has been discussed in detail and we are committed to ensuring we rectify all issues for future guests.
I do sincerely hope that we will see you again, and have the opportunity to show you how great the Best Western London Highbury truly is.