02/07/2015 Jo M, Fochabers, United Kingdom
Booked the hotel with our Best Western Rewards points via Bestwestern.com as we always do. A wee overnight stop to break up a very long journey. When we arrived the receptionist was very pleasant & st... more
Booked the hotel with our Best Western Rewards points via Bestwestern.com as we always do. A wee overnight stop to break up a very long journey. When we arrived the receptionist was very pleasant & started checking us in. As my husband went to sign the paperwork I noticed that something had been written on the sheet. When asking what it was for she told us we had a £20 charge for being in a family room for extra bed.
We questioned the charge and she said she would speak to manager about it, but he wasn't available as he was in the kitchen at that time. She also told us that to get the best rates we should phone the hotel & not go through Best western.
Went up to our room, pretty tired looking & Ivy going through the windows. Also hair clips everywhere (even in the toilet!) which would make me question the cleaning. But hey it was somewhere to sleep for the night.
Went down for some food in the bar. The girl who had checked us in served us drinks & told us £20 charge was to stand because we had booked via the Internet & only booked a double room but brought our daughter and they only stay free in existing bedding.
Having stayed at many Best westerns (BW) before neither my husband or myself could quite get our heads around the additional charge. So when we finished dinner went to reception again, the receptionist got the manager to speak to us.
Told him we didn't really understand charge as asked for "put me up in room for daughter if possible" on our booking via the Internet. His reply "well you should of made it clearer" explained that we had never encountered this in any BW before when he told us it was BW policy to which he backtracked & told us it was the owners policy.
He was becoming increasingly irate with us, my husband said he wanted to speak to the owner, but he said he wouldn't be in until Monday. We told him we would would also speak to Best Western.
as we were leaving to go back to our room I told him that there was Ivy growing in through the windows. He snapped at me that it had all been trimmed back today so couldn't be.
We went back up to our room. By this point his attitude had really irritated my husband so he went back down to show him the pictures of the Ivy in the window. His response "you only took those to get your room discounted" he then said to my husband don't raise your voice at me, which he hadn't, and walked away. My husband then said we are just trying to understand why you have charged us when no other BW ever has. The response "well if your not happy you can always leave and I'll refund your reward points".
Shortly afterwards the female receptionist came up to the room and said the manager had spoken to the owner and said that they would waive the charge on this "occasion".
If anyone has made it to the bottom of this review then please let me say that we have no issue paying our way (we wouldn't have BW points if we didn't) Had the manager treated us & our issue/query without the attitude we would of just taken the hit with the £20 & learnt for next time. Unfortunately a written review cannot really convey how poor his attitude & demeanour were towards us.
I would hate to see how he would handle a serious issue from someone who is really upset.
My other issue is that the charge was not pointed out to us on check in & would have been a nice surprise when we checked out in the morning had I not noticed it on the paperwork.