Cancelled Trip but was charged anyway
We cancelled our trip back in March due to COVID but the hotel is charging us anyway because I cannot provide cancellation number. Were told there is no chance that the fault is with their computer s... more
We cancelled our trip back in March due to COVID but the hotel is charging us anyway because I cannot provide cancellation number. Were told there is no chance that the fault is with their computer system. Every other accomodation [flights, Airbnb] all provided refunds, but Best Western charged us for the night cancelled. less
Stefania Pesci, Direttore generale at Best Western Plus Hotel Universo, responded to this review
Dear Michelle F,
we are very sorry you feel this way, there was probably a problem of miscommunication. As you may well understand, we need to receive a cancellation in order to proceed accordingly. Considering the difficulties created by Covid 19, our organization has always tried to meet the needs of our clients tailoring solutions for each case. The issue in your circumstance is that we have not received any cancellation or inquiry. Therefore, you have been charged as no show.
After a deep investigation, our Front Office manager is replying to the complaint that you mailed to us immediately after the no show charge, providing you with a suitable solution.
Hoping to please you, we send you best regards
BW Plus Hotel Universo
Roscioli Hotels Group - Roma