Ruined our vacation
17/09/2017 geotech1, San Francisco
We booked a 2 night stay at the Best Western Pasadena Royale Inn and Suites on Hotels.com and received a written confirmation. We checked into the hotel and our credit card was charged for the two nig... more
We booked a 2 night stay at the Best Western Pasadena Royale Inn and Suites on Hotels.com and received a written confirmation. We checked into the hotel and our credit card was charged for the two night stay, we received a parking pass for two nights, and our key was enabled for two nights. The next day we were at a museum several miles away from the hotel when we received a call that we had to come back to the hotel and remove our luggage because the room was only available for one night. We spent much of the day driving back to the hotel, repacking and removing our luggage, and then searching for another hotel. They refunded the amount we had paid for the second night, but this didn't come close to reimbursing us for losing a day of our vacation and having to pay much more to find a replacement room for the night. The desk clerk said that the manager would call us that afternoon, but we never received a call. My recommendation is NOT TO STAY IN THIS HOTEL. less
Harry S, General Manager at Best Western Pasadena Royale Inn & Suites, responded to this review
We don't treat our guest like you mentioned in your comments i would like to know your name and who was registered guest and date of stay because this didn't happen at our Hotel ,so can call me or email me and give me detail so we can resolve the confusion.