When is a free room not a free room?
02/01/2017 Wzski1, Calgary, Canada
Used my points gained as a loyal BW Diamond member for a free room night over the Christmas holidays. Disappointed to have a bill slipped under the door for "Room revenue" charge plus taxes. When I qu... more
Used my points gained as a loyal BW Diamond member for a free room night over the Christmas holidays. Disappointed to have a bill slipped under the door for "Room revenue" charge plus taxes. When I questioned the front desk at check out they promptly took the paper bill away and said it was an error. Really? an error? Hmmm... I wish I had taken a picture before I took it to checkout but if memory serves me the total free room was going to cost me about $33. Not a lot I suppose, but I wonder how often this happens and how many people pay it without question? This is one Best Western I will not be returning to, despite many previous stays. less
Darlene J, General Manager at BEST WESTERN PLUS Brandon Inn, responded to this review
Thank you for taking the time to respond to the on line reviews. I am so sorry for any confusion over your charges for your stay. I will try to explain. When you use your Best Western Rewards points for a free night stay you do get a completely free night stay. We do have a minimum charge that goes back to Best Western International for the points used and this is what the folio would show. They are a charge to Best Western International showing that you used points, and it is strictly an internal charge from us to maintain the Best Western Rewards program. That folio should have gone to Best Western International not you and indeed it was an error on our Night Auditors part. Because I do not know your name I would ask you to reach me at email@example.com or call me at 204 727 7997 so I can research further and I can assure you that no charges went to you or on your credit card. We do hope the error made on the part of our new night auditor has not caused you any more grief and please do not hesitate to contact me should you require further clarification. thank you