Worst owner ever!!
17/05/2018 Annie E, San Antonio, Texas
Ok let’s start from the beginning when I actually thought this hotel was going to be great...... started off with a couple calls to the hotel front desk where I spoke with a very nice young lady who l... more
Ok let’s start from the beginning when I actually thought this hotel was going to be great...... started off with a couple calls to the hotel front desk where I spoke with a very nice young lady who lives on island. We talked about early check in and late check out times and I told her I would call back regarding booking..I couple hours later I called back to book and she asked me about being members or triple a members and she said she got us a great rate of $108 a night, I said wow that’s good, what about taxes? She says that’s included! She then said yes it’s a good rate considering it’s peak season and rates are normally 170 a night. I agreed what a great rate, she went over personal info and got my credit card info and confirmed the nights and we were done. I waited for a confirmation email but did not receive one, so I called back 2 more times to request one and never got one that night. I called the 800 number and they stated the reservation was there but couldn’t send the email only the hotel could... but that my rate was different... I said must have been a mistake and I’d call the hotel in the morning since it was 10pm at this time.
Next morning I call the hotel to get the email sent and to get the rate fixed, the girl who answers gets the email sent which I get and I ask her about the rate she sag no matter what was said the rate is the 170 rate..... I ask her to speak with a manager she states she is the front desk manager.... I ask her if the calls are recorded and she states yes, so o ask her to listen to the call and have herself or her boss contact me.... 1 hour later a man named KD or KB calls me saying he is the general manager and starts rambling off how the hotel never in its 20 yrs offered a rate of $108 a night and wouldn’t be able to stay in business if it did..I allow him to continue his ramble and state that’s not the point... and then I ask him if he listened to the call, he says their calls aren’t recorded... I asked then why did your manager state that they were?!?! He then gets defensive (mind you I haven’t even gotten upset or raised my voice once) and he says I’m not going to get into it with what was said... I’m trying to fix this... oh great, how can we fix this I say...... he says well at this point it doesn’t sound like you’ll be happy here and we should look at butting you at another hotel?!? Now I’m like wth?!?!? He says he doesn’t think I’ll enjoying staying there?!? How would he know... plus he never offered an apology or any way to “fix” the issue... he says maybe you should just call corporate .... at this point I’m at a lose of words and say yah I think that’s best and Hang up... well turns out this is the OWNER of this best western and guess what else he CANCELED my reservation without my knowledge and didn’t even send an email or anything telling me that when I arrive in a few hours I won’t have a hotel to stay at!!!!!!!!! I contact best western who tell me this little bit of information which had they not this could have really been a big issues...
Do not stay at this hotel! Stay in a condo or anywhere else... someone that owns a location like this and treats his customers the way he did should not be running a business!
Never once did I expect the 108 rate once it was confirmed that it was incorrect... what I wanted was the rate that I got online that was cheaper than what I booked at.... but not once did he listen or even offer to help.... sooo $10 a night just cost you a customer, bad reviews, and referrals less
BW_on_the_Island, General Manager at Best Western Padre Island, responded to this review
Dear Annie E,
Thank you for taking time to share your thoughts of the service you felt you received.
I first would like to apologize for all the issues encountered as I feel there were so many misunderstandings. We take fault for the $108 rate that was quoted, it was our teams responsibility during the phone call to state which days had that price as the daily rate, and confirm rates for each day. We apologize that the emails were not received promptly, as it’s very possible it was our computer issue. The front desk manager is aware we do not record phone calls, if she stated we did I truly am sorry, that is not standard for us as it’s against the law to record phone conversations without consent. I take full responsibility for the cancellation of your reservation. On our phone conversation it was stated you were no longer coming to Corpus Christi. I apologize for the misunderstand and making assumptions based on that statement that you would want me to cancel the reservation. We do not want our guest to feel as though they are unwelcome or receive horrible customer service, even potential guest who choose not to stay with us. I assure you re-training and reiterating policies to our staff are underway. We take this circumstance to really learn the things as a team and individually how we can make the customer service better for our guests; as in the future we will do mandatory re-caps of reservations with daily rates and totals. On behalf of the team and myself we sincerely apologize for all the misunderstandings that took place. We wish you safe travels in the future!