false advertisement of airport shuttle
10/09/2017 lrp77, Santa Clara, California
Missrepresented on Best Western site availability of an airport shuttle. When we discovered no shuttle service existed we called the hotel who informed us none existed but we could take a taxi for abo... more
Missrepresented on Best Western site availability of an airport shuttle. When we discovered no shuttle service existed we called the hotel who informed us none existed but we could take a taxi for about 20€ or the train. Given how long it had taken after a long flight to determine the lack of a shuttle we decided to take a taxi which was 39€ plus tip, not the 20€ as claimed by the staff at the hotel. Thus, the advertised airport shuttle service was going to cost me over 80€. I brought this up as a problem when checking in as well as when checking out. At check out, I was given at 19€ deduction on my 72€ spent on meals—25%. They would not even meet me half way for expenses. And, the return taxi fare was 1 euro more. Checking with others, the estimate of 20€ is half the usual fare. less
Peggy S, Verkaufsleiter at Best Western Macrander Hotel Frankfurt/Kaiserlei, responded to this review
We are awfully sorry to hear that your experience on this occasion was not a pleasant one. In regards to the promoted shuttle service on the Best Western Site - it is abolutely wrong and we thank you for this important note, so that we were able to delete it immediately. So your Feedback was very valuable for us. Furthermore I only can apologise for the wrong information on taxi fare - normally it is about 35,-€ one way, as it is more than 16 km. However we proposed you to take the S-Bahn, which costs only 5,-€ one way and it`s only a 300 m walking distance to our Hotel. Although we gave you complimentry breakfast as small compensation, I can understand your dissatisfaction. Should you choose to have us again we'll look forward to welcoming you back with a complimentary room upgrade.
BEST regards, Peggy Schilder - Sales Manager