Reservation Totaly Messed Up!
29/08/2018 pauljmacey, Croton on Hudson, New York
Can't review the property as when we TRIED to check-in on a confirmed reservation we made by calling the Hotel Front Desk directly at (757) 583-2621, at least one week prior to arrival, the type of r... more
Can't review the property as when we TRIED to check-in on a confirmed reservation we made by calling the Hotel Front Desk directly at (757) 583-2621, at least one week prior to arrival, the type of room we paid for and reserved - Pet Friendly, King Suite with Ocean View and Balcony, wasn't available!
Front Desk, including the Manager (Joe) started giving us all sorts of excuses why the above Suite they confirmed we had reserved, wasn't available, trying blame "Goggle" (once again, I called the Hotel directly for our reservation) and that they never confirm any customer will get a Ocean View Suite with Balcony, when calling the front desk, and especially when making a reservation through Joe, who BTW, I never spoke with him)
Meanwhile, there were two other couples that had already tried to check-in before me, that had Reservation Problems as well, with their Room type they also Booked, not being available
HORRIBLE HOTEL RESERVATION MANAGEMENT and Front Desk Support!
We will be contacting Best Western's Corporate office regarding above less
Joe D, Guest Relations Manager at Best Western Plus Holiday Sands Inn & Suites, responded to this review
Thank you for taking time out of your day to let us know about your stay with us was. We definitely apologize that there was a mix-up with the room that you were supposed to have, we have been looking into why someone would have quoted you a pet friendly king room with a balcony when we do not have any rooms of that type available. We have our standard two queen pet room, our king junior suite pet room (which does not have a balcony), our standard suite pet rooms, our double queen balcony pet room, and our handicap accessible pet room. After researching your reservation we did discover that it came into our system as being booked through Google, as a two part reservation, one for a double queen balcony pet room, and one for a king junior suite pet room, and we did offer to accommodate you in a room that had two queens and a balcony. We do understand how frustrating it can be when situations like this arise, and are looking into why it happened and working with our Third Party Booking partners to prevent it from happening in the future.