Policy over loyalty
Been a long time visitor to this property. Overall, have loved it. But this year, several weeks after booking a weekend visit, we received news our 9-year-old grandson has a rare, aggressive cancer. I... more
Been a long time visitor to this property. Overall, have loved it. But this year, several weeks after booking a weekend visit, we received news our 9-year-old grandson has a rare, aggressive cancer. In dealing with this, his parents needed us on weekends for the foreseeable future. So I called to cancel our reservations. We had made them online, with a no-cancelation rule. In calling the hotel, to explain our situation, I was told we can not cancel. It was against policy. Even though are (were) loyal, nearly annual visitors. They offered to hold our $1,000 room fee for later in the summer. But we will not be scheduling any summer trips until we know the fate of our grandson, so we were in essence losing the $1,000. So we arranged alternative help for our children that weekend and made our visit. To say the least, it was not an enjoyable one under the circumstances. We will return to Carlsbad every summer, like we always do. But we no longer will consider staying at this hotel, were policy trumps customer loyalty. What a shame -- for both the hotel and us.
Angela W, General Manager at Best Western Plus Beach View Lodge, responded to this review
We are so saddened to learn about the condition of your grandson. Many of us have experienced family or friends struggle with cancer and know the challenges and triumphs that come with such a battle. Please know we will be rooting for him (and for you)!
As with any hotel, we have policies that govern how rates are sold so that we may offer the best rates possible. Such was the rate you purchased, one that offered a substantial discount in exchange for a set of dates that may not be changed. I am encouraged that we offered to flex enough by allowing different dates of arrival, but I'm truly sorry we did not go far enough under the difficult circumstances you were facing.
Though we have a duty to enforce our rules, we are a family run concern that values unique circumstances, loyalty, and doing the right thing. We're truly sorry that we did not excel in applying these principles in your interactions with us. Having discussed the situation with our team, I would like to discuss it directly with you. Please let me know the best way to contact you or call me directly at 760.729.1151