I understand that the restrictions concerning COVID-19 are essential and important. But I had to pay the normal room rate even though “included” amenities - lounge, fitness centre, breakfast buffet an... more
I understand that the restrictions concerning COVID-19 are essential and important. But I had to pay the normal room rate even though “included” amenities - lounge, fitness centre, breakfast buffet and pool/ tub were understandably NOT available. The hotel seemed adamant that “the room rate is the room rate” and thought it unreasonable to reduce the price to compensate guests somewhat.
I stayed in the hotel because I was returning early from a vacation (I lost money in that) and uncertain as to whether I would have a job when I got home.
It just seemed like “corporate price gouging” and I’m sure that the room rate is predicated on the “included amenities”. I know that COVID-19 is not the hotel’s fault, but it’s not mine either. I expected that the hotel would meet the guests partway, but they didn’t. less
Noémy M, General Manager at Best Western Plus Edmundston Hotel, responded to this review
Dear valued guest,
Thank you for taking the time to share your feedback on your most recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations.
We understand how difficult and uncertain this situation can be.
Our amenities have always been offered as a free addition for our guest. Our pricing strategy has never been affected by them, even though most years the prices increase. We’ve always absorbed the difference.
Therefore, we have opted not to modify our pricing strategy again, preferring to focus on procedures on how to keep our guests and employees safe during this global crisis. We’ve also implemented a program to help our employees support their families financially.
Again, we apologize for all inconveniences. Your satisfaction is important to us and we hope you will consider staying in the future.
Thank you for you understanding.