Will not refund money
Family is scheduled to stay at this hotel in June as part of an 11 day cruise out of Italy. Obviously that trip is cancelled at this point. Cruise is cancelled and tried to cancel hotel but BW in Ital... more
Family is scheduled to stay at this hotel in June as part of an 11 day cruise out of Italy. Obviously that trip is cancelled at this point. Cruise is cancelled and tried to cancel hotel but BW in Italy doesn’t follow same guidelines as BW in US so they will not refund. They will only let us get a credit until June 2021. Unfortunately only reason to travel to Rome was for cruise and not sure I’ll feel comfortable going to Italy or on a cruise in next 12 months. I will never stay at a BW in US or elsewhere due to their non-refund policy. less
BWPHotelSpringHouse, Responsabile relazioni con la clientela at Best Western Plus Hotel Spring House, responded to this review
We are always grateful to receive feedback because it is such a valuable source of information for us,
regardless of whether it is good or bad, and it helps us to improve ourselves.
In this case, we regret the score you have assigned that we honestly believe we don't deserve because our
property is correctly following the government disposal about the health emergency that hit the planet.
Italian laws allow hotels to reimburse prepaid reservations through a voucher valid for one year but if the
travel restrictions will be still applicable, the extension of its validity will be considered.
Considering all the unexpected issues this pandemic has generated for all of us, we do believe this is a
fair solution for both sides.
We don’t pretend to be perfect but we always offer the maximum to our guests in terms of service, humanity
and most of all honesty.
Despite all the difficulties, we strongly believe that this emergency will improve everyone of us to be a better
person and we will rise by lifting others, not differently.
We wish that you are safe with your family and that you will be ready soon to travel again.
Since all the countries in the world are following the Italian model to fight the virus, Italy will be surely one of
the first country where it will be possible to travel safely so, don't have any doubt about that.
Customer care specialist