Terrible Customer Service
10/07/2017 davidmL1774ZL, Traralgon, Australia
The stay started off well. We arrived and paid for our nights accommodation. We then the next day requested to extend to another night and was informed no problems and we could fix it up on check out.... more
The stay started off well. We arrived and paid for our nights accommodation. We then the next day requested to extend to another night and was informed no problems and we could fix it up on check out. Then the nightmare started, they pretty much called me and my partner liars and threw us out of the hotel. All because the payment didn't go through on my crdeit card. The bank was closed to call at 8pm, then the Front of House Manager rudely kicked us out even though I was informed I could pay on check out. Absolutely disgusting customer service. less
Jack1130, Front Office Manager at Best Western Plus Buckingham International, responded to this review
Thank you for your time to share feedback with us. I am disappointed to hear that your experience with us didn't meet your expectations and I am sorry for any discomfort caused during your stay with us. In regards to the payment for your extended stay for one night, we have a policy that we take prepayment or pre-authorisation on credit card but in your case the credit card didn't go though. We tried to call you several times to contact you to inform about it but we couldn't get hold of you. When you called to place an order for a room service, we informed you about the situation and you advised us you would give us a call after contacting bank but we didn't hear from you. We take pride in providing excellent customer service to all our guests but we can not afford to accommodate anyone without payment or any form of guarantee. We inspected the room after you departed, it came to our attention you had consumed minibar which was not paid either. I would really appreciate if you could make settle your account with us.