Refused to refund a room I'd booked for a cancelled event, then reserved it for another party
23/02/2019 bettyrubble00, Houma
As soon as I received notification of my cancelled event I called the hotel and the Best Western customer service to attempt a cancellation. I was told a cancellation would not be possible so I decide... more
As soon as I received notification of my cancelled event I called the hotel and the Best Western customer service to attempt a cancellation. I was told a cancellation would not be possible so I decided I'd stay in the room anyway. When I arrived, very tired after a long drive, I was told that there was no reservation under my name and that there were no rooms available. The lady behind the desk apologized profusely claiming that her general manager would be upset that this situation occurred and would contact me the next day to seek resolution. When I didn't hear from him I called his Best Western and was forwarded to his voice mail. Best Western customer service investigated and found that the hotel booked my room to another person after charging my credit card for the night prior to my original reservation. less
BWCovington, General Manager at Best Western Covington, responded to this review
As I explained to you the same day you called me, the reservation was a non-cancellable reservation. The reservation was made thru the BW Res Center under one name and on 2.21, the BW Res Center sent an update with a name change. When you arrived, you were attempting to check in under the original name - that is why we could not find it.
To be sure there was not an error on our part, the BW Res Center confirmed to me that they received a call on 2.21 requesting the name change. THIS NAME CHANGE WAS NOT GENERATED BY THE HOTEL. this was a few minutes after you had called us directly attempting to cancel the res. As soon as we received your call attempting to cancel, we did pre charge your card in advance per the terms of the reservation.
I did leave you a detailed voice mail message that same day after our initial conversation explaining this.
I hope this clears up any misunderstanding your reservation.