Unhappy with Best Western Policies
28/01/2017 timj445, PUEBLO, United States
Although the hotel was Excellent, won't give the full rating because of the Best Western cancellation policy. Tried to cancel a day and a half before arrival due to an unexpected emergency, and they... more
Although the hotel was Excellent, won't give the full rating because of the Best Western cancellation policy. Tried to cancel a day and a half before arrival due to an unexpected emergency, and they do not refund any part of your deposit. I was four hours past the cancellation deadline. less
Mallory S, Director of Sales at BEST WESTERN PLUS Castle Rock, responded to this review
Good morning timj445,
Thank you for your recent review! We appreciate you taking the time to leave us detailed comments in regards to how we can improve for the future. Our cancelation policy is indeed 24 hours ahead of time, unless you do an advanced deposit stay with us. With those stays, you get a deeper discount because you pay for your entire stay up front at the time of booking- the only stipulation with that one is that you are unable to make any modifications or cancel at any time. With family emergencies, we definitely try to always be understanding.
We hope you decide to stay with us again the next time you're visiting Castle Rock.
If you would like to discuss anything further, please do not hesitate to contact me directly.
Yours in hospitality,
Director of Sales
Best Western Plus Castle Rock