Caution if there is an error in your reservation
08/10/2018 Jill G, FREDERICTON
I originally booked for a Fri & Sat. Cancelled the Fri and when I checked in Sat I was informed there was no reservation. Yes my bad for not verifying. The front desk would not even consider that th... more
I originally booked for a Fri & Sat. Cancelled the Fri and when I checked in Sat I was informed there was no reservation. Yes my bad for not verifying. The front desk would not even consider that the error wasn't mine. As a diamond member I used points for my stay. I paid for the room Sat night thinking it would be easy to get my money back and have the points used as I knew the error was theirs.
Emailed a request to have the call reviewed and a week later got a response, confirming the agent error, only to be told they would put the points back and not refund the money. Had to argue that I wanted the money refunded. Was advised it was up to the hotel. I got another call back that they would use the points and I would have to wait at least 1-3 weeks to recieve a check in the mail they would NOT credit my credit card. So obviously the hotel refused to refund and it had to come from Best Western itself.
Pretty quick to take the money off the card but unable to put it back? Unacceptable practise in 2018 less
ChocolateLakeHotel, Guest Relations Manager at Best Western Plus Chocolate Lake Hotel, responded to this review
Jill G - Thank you for taking the time to provide feedback regarding your stay. I am sorry to hear that you had some issues with your reservation. Regarding the reimbursement of your funds - if a cheque was offered to be sent to you this means you likely paid for your reservation with a debit card or cash payment and therefore we could not reimburse a credit card. The hotel did not refuse the refund as you indicated as we offered a reimbursement. We do once again apologize for any issues which occurred, and we hope to welcome you back to Chocolate Lake Hotel again.