Confirmed Paid Booking and left with no reservation.
21/05/2018 Elissa B,
I booked a room through Trip advisor/Getaroom.com for 5/17. I then called to cancel/modify that reservation for 5/19-5/20 and upgrade to a suite as our plans had changed. I called and the lady at Get ... more
I booked a room through Trip advisor/Getaroom.com for 5/17. I then called to cancel/modify that reservation for 5/19-5/20 and upgrade to a suite as our plans had changed. I called and the lady at Get a room was very helpful. She even waived the $25 change fee as I was spending more. When I showed up after a long day at our fishing tourney, to check in, Cindy at this hotel, asked for my reservation and name. I pulled up my confirmation on my app. And showed her. She couldn’t find it and told me I was supposed to be there onThursday (the cancelled reservation in which I had a cancellation number) She then pushed me aside and answered the phone helping someone else. Then she helped the man in line that came in after me to check in. The man heard the whole thing and assured me there was a Holiday Inn express and suites up the road I’d find a room. Then I heard Cindy call a surrounding hotel to see if she could find me a room and nothing. Then she went back to helping others. At no time was she apologetic or communicated to me what she was going to do. She didn’t know what to do so she helped everyone in her lobby but me. I had 3 hot and tired kids and a PREPAID room & confirmation # and no place to stay. So I took the liberty of calling different hotels. My 5th hotel I called, I was able to find a room and did it much more efficiently. I then told Cindy I want my refund as I paid, had a confirmation and still no room. Cindy said she couldn’t refund me my money as I made the reservation through getaroom.com. I then asked her for her manager and she said she wasn’t there. So I took the managers business card and left for Mainstay Suites who had exceptional service, hospitality and communication. I will never stay at a BW again, or will not book though getaroom.com ever again.
When I called getaroom to explain and try to get my refund they said we had to talk to the manager at BW!! Everyone seems to be passing the buck. Bottom line is I prepaid for a room, had a confirmation with correct dates and still had no product or goods. Cindy obviously needs trained on going above and beyond and needs to reach out if she wasn’t sure what to do. Do NOT stay here. It’s been a nightmare and I still don’t have m refund. less
helmhotelsgroup, Owner at Best Western Plus Crown Colony Inn & Suites, responded to this review
Hi Elissa,
We apologize for the difficulty that you had with getaroom.com. Unfortunately, when guests don't book with us directly we don't get the control over payments made upon booking and can't refund any money. We know that it wasn't easy for you to stand there with your kids when you just wanted to get into a nice clean room. It's very frustrating! However, when things like this happen it's out of control of our hotel. We didn't have any available rooms or we would have put you up in one of our top available rooms immediately! We hope that this doesn't tarnish your view of us or of Best Western, as these things typically do not happen when you book directly through the hotel or the brand's website. Please give us another chance when coming to Lufkin. We'll take good care of you once you're here!