Decent hotel, major problem with room rate
We had a King room with sofa bed, which was impeccably clean, and had good space and furnishing. There was a decent basic breakfast, given the limitations of COVID-19. There were signs all over aski... more
We had a King room with sofa bed, which was impeccably clean, and had good space and furnishing. There was a decent basic breakfast, given the limitations of COVID-19. There were signs all over asking people to maintain social distancing, there was a plexiglass barrier at Reception, and good spacing of tables at breakfast, but there was no masking requirement.
Our problem was with the hotel not wanting to honor the rate shown on our emailed confirmation, which was $25 less than the rate the hotel was trying to charge. I showed both the evening desk clerk and the morning desk clerk the emailed reservation confirmation sent by the hotel itself, which showed the rate for the room I booked over the internet.
It took over an hour of discussions both on the night of check-in and on the morning of check-out. In the morning, the desk clerk said she just wanted to call her Manager, who she was certain would authorize her to adjust the rate, based on the email confirmation I showed her. However, he told her to phone Best Western, and they were not answering her call. We were trying to get an early start on our long day’s drive, and were instead stuck waiting well over half an hour at checkout. I showed the morning clerk that when I went into Trip Advisor and checked for rates, again I was offered the discounted rate that I accepted the previous day.
It is strange that the desk clerk the previous evening confirmed the correct rate, but the wrong rate showed up the next morning. AND it is inexcusable that the Manager did not immediately authorize the morning desk clerk to make the rate adjustment.
There was a Joyce Levine staying at the hotel last night, and the hotel was confusing us, since my last name is Levine. But since I had already set the record straight the previous night when the desk clerk called and asked to speak to Joyce, this is also inexcusable. This hotel need to clean up its act.
Hotel Manager, General Manager at Best Western Plus Brunswick Inn & Suites, responded to this review
I am very sorry to read about the poor experience you had during the stay.
Please accept our sincere apologies, this is indeed very unfortunate.
I fully understand your disappointment and frustration due to the multiple issues you have mentioned.
Whatever may be the reasons, we will definitely verify the reality and take actions against the concerned after investigations and steps to prevent such happenings in the future.
We would like to inform that this is not a regular feature of our hospitality and we will properly check your comments with the team and implement appropriate solutions to please our guest.
I hope you will consider us again in the future as I would like to have a chance to change your impression of our property.