Unethical Hotel and Terrible Customer Service
22/11/2016 shawnamarie2015, New York City, New York
Was on a flight from Zurich to Milan that almost crashed because of a bad storm. Called the airport as soon as plane was turned around and grounded in Zurich. Was supposed to pay on arrival- was tol... more
Was on a flight from Zurich to Milan that almost crashed because of a bad storm. Called the airport as soon as plane was turned around and grounded in Zurich. Was supposed to pay on arrival- was told reservation was cancelled and would not be charged... Had only made the reservation a few hours before the plane left and the hotel was close to empty so they definitely weren't losing the income of renting to another client from me almost being in a plane crash however despite being told I would not be charged, I was charged anyway. Have contacted Hotel Casati on 3 separate occasions and no one has ever bothered to respond. Finally requested to a Chargeback from my bank-they responded to that claiming the charges were valid. Clearly they do not care at all about their guest experience and their customer service is beyond lacking. They legally cannot charge me because Force Majeure which nullifies all contracts because I could not reasonably hold up my end of it- same as if they had an earthquake and the hotel was destroyed- they would not be liable for their end of providing accommodation in such an instance- because it is out of the realm of reason. I will absolutely never stay there in the future and will warn everyone I know of not to stay there because of the horrible customer service. Disgraceful. less
Fabio R, Direttore at BEST WESTERN PLUS Hotel Felice Casati, responded to this review
we read all your negative comments about your experience with our hotel .
To really understand what happen, please be so kind to give us your full name and details to find your reservation. Without this information, and only with a nickname , it’s impossible for us find some records about your reservation.
In any case, we would like to explain that :
• If you made a not-refundable reservation, as per policy, no refund must be done
• If you made a normal reservation and made a no-show due to the bad event with your plane, you can ask the refund directly to the flight company that made the delay/cancellation of the flight
It happen several times that people made a no-show due to problem with air/train company. In this case, usually guests pay the penalty and ask the refund to them.
If you could be so kind to send us a reply, will be our pleasure to take a look at the situation.
Thanks and regards,