Flights to/from Barcelona were cancelled so I went online to cancel my fully refundable booking with this hotel only to find I was denied the option of any refund. I tried calling the hotel but nobody answered, so I rang the BW reservations team who advised I had passed the 6 month deadline for cancellation, which was 6pm on 6 Oct 2019. I queried this as my documentation said cancellation had to be made by 6 Oct 2020! The gentlemen double checked and said that it was my misunderstanding and 2019 was definitely correct. How could this ever be the case given booking wasn’t made until Jan 2020! He didn’t know and passed me on to the BW Customer Services team who checked their records and advised instead that the booking had been made on non-refundable basis! I logged on to my BW account and read them word for word what their own system said, and this clearly stated booking was refundable provided cancelled “before 06.00pm hotel time on 06-Oct-2020”. As I had requested cancellation on 29 July this surely qualified for a refund?! The representative tried to call the hotel to discuss but was advised the hotel is currently closed due to Coronavirus concerns. I was told they would need to investigate and get back to me. In meantime I agreed to email them a screen print of their own system (Which apparently they couldn't see!) and my booking docs, which I did same day.
Two weeks passed and nothing further heard so I rang again. After running through the same issues and arguments, I was advised BW were unable to provide a refund or deal further until the hotel, which is still closed, reopens. Even though they couldn't tell me when this might be! This is despite BW now agreeing (after receiving my documents) that I did actually book on a refundable basis. I refused to accept this and was promised matter would be escalated that day to a senior manager for resolution as representative had no autonomy to deal himself. In meantime I was asked to provide a copy of my CC statement to prove payment had been made as apparently BW don't have record!. I did this immediately and subsequently received an email confirming the matter had been escalated and promising a response the next working day.
Guess what? 5 working days later and still no further communication. Accordingly I rang customer services again, only to be told there is nobody available who can deal, that is despite first being told the case handler was in the office and I was being transferred! I was once again promised a management call back and an email confirming this, both to be received later that day.
Surprise, surprise, 24hrs on and nothing heard.
Don't get me wrong all the BW staff have been friendly and polite and conversations civilised, however, right now it doesn't feel like I will ever get the refund I am due. Has a genuine mistake occurred (that for some reason nobody wants to deal with) or are BW continually getting me to send info they should already have and then failing to respond, purely a delaying tactic until they can come up with another excuse not to pay. Or indeed, given I have seen at least one similar review posted on this hotel site, is Best Western's refundable booking policy at this hotel a scam? From my experience to date, all I can say for sure is beware! less
Be My Guest Department, Atención al cliente/recepción at Best Western Plus Hotel Alfa Aeropuerto, responded to this review
From the Hotel Management we want to express our discomfort and apologize at the way in which our always experienced and professional Best Western Customer Service Department has handled your questions and doubts. We wanted to convey our disagreement to our Best Western representative in Dublin who in turn has assured us that she will contact those responsible of this department to bring the attention of your review and main complaint.
I want to tell you that from the management of this hotel we are ensuring that all the doubts that all our guests have are satisfactorily resolved. The hotel is temporarily closed and all cancellation policies have been adjusted and balanced to the maximum due to these circumstances in all reservations during the time we are closed. Please, contact our reservations department directly at the email we provide on our website or by telephone in the recorder message provided in order to be personally attended to.
As mentioned before the hotel is temporarily closed. We want to let you know that we are informing ourselves of all the general and preventive measures that are appearing daily in international and national health organizations related to COVID-19. Likewise, we want to transmit to all our guets and future guests that we will implement all the new hygienic protocols recommended by the government health departments and others proper to our brand as the We Care Clean program. The BWPlus Hotel Alfa Aeropuerto wants to be a safe place where you can feel comfortable and enjoy a pleasant stay. We are now working hard to adapt to these new circumstances by offering all our experience, interest and enthusiasm.
Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
"Be My Guest" department
Best Western Plus Hotel Alfa Aeropuerto
Your hub between the Mediterranean destinations and home