Horrible customer service. Employees lie to clients.
07/03/2017 Andre S,
Please consider this a formal complaint on this hotel. I will also be contacting the better business bureau on the parent company, Best Western International. I had modified my reservation with bookin... more
Please consider this a formal complaint on this hotel. I will also be contacting the better business bureau on the parent company, Best Western International. I had modified my reservation with booking.com on 2/22. I received an email confirmation from booking with an approval from the hotel of the date change for my reservation from 3/3 to 3/4 on 2/22. At check-in, the hotel had no info in regards to my hotel date change. As a result, I was charged a no-show for 3/3 & I had no reservation for 3/4. I had to make a new reservation and pay for another night at the hotel. The front desk stated that reservations office was closed until Monday. The person that Booking had spoken to at the hotel, Dinora, that confirmed the modification was on vacation and no one at the hotel would help in this matter.
I went back to hotel on Monday 3/6th, the person at the hotel that confirmed the change at the hotel that booking spoke to, Dinora, denied approving the change. When booking called the property, I heard the call at the front desk and that it was transferred to Dinora, she then told me she did not talk to Booking. Worst customer experience I have received with any property I have booked with booking.
I have an email confirmation from Booking.com stating that the hotel authorized the change in date for my reservation on 2/22 but the hotel will not accept this. I was charged for a no-show and had no reservation for the date they had approved previously.
Dinora, blatantly lied to me in this case!
I will never stay at a Best Western ever again. I suggest you don't either, unless you want a hotel that does not value their clients less
Julio G, General Manager at BEST WESTERN PLUS Hotel Stofella, responded to this review
Dear Mr. Andre,
we are very sorry about your inconveniences unfortunately the hotel was a third party in your reservation process and according to international policies the only one that can do changes in the reservation is you through the online reservation system that you reserve. As you states if the reservation changes were made through Booking you should talk to them about the NO SHOW and the reservation date change. Our hotel never receive a written change through our reservation system and all the information is process automatically. None of our employees can do changes in to the system as the reservation comes direct and is automatic load by Booking. If you have a written confirmation of the reservation change provided by Booking you need to ask them to fix the situation as the hotel is not responsible because Booking never did the changes on your reservation. The hotel has proof of the reservation made by you thorugh booking and there are no changes.