I never got to stay here. At first, I wasn’t going to make a bad review, but the more issues that have come from this, due to their manager Heather, the more I felt I needed to say something. We were ... more
I never got to stay here. At first, I wasn’t going to make a bad review, but the more issues that have come from this, due to their manager Heather, the more I felt I needed to say something. We were all set to go on the road to stay here, when my 5 month old got bronchitis. He was strapped to a machine and myself and my husband were home bound for over a week. Luckily Disney let us pick a different date for our tickets, so I tried to cancel my reservation with this best western. I called and was told by a man that I could not cancel, but when I told him my issue, he told me he was sorry and he’d cancel it free of charge because it was an emergency. I was driving, so I was unable to write a cancellation number down. I was being trusting. Fast forward to the day of my supposed checkout, and the money for my stay was taken out of my account. I called the hotel and spoke to Victoria who stated that the man I spoke to was their night auditor and he never put notes in the account for our conversation. She told me to call back when their manager was available. So I called heather the next day, and boy did she not care. She tried to tell me they didn’t have a man who worked there, that I lied about calling because she was the only one working the time I claimed to call, and then decided to acknowledge the fact that I called and state that she couldn’t refund me because it wasn’t within their refund policy. I told her that she needed to talk to her night audit because even though I called 24 hours before, it was up to his discretion due to the situation, to allow me to cancel free of charge. Then she decided to back track and say that there is no man and that I never called. I tried calling corporate, I tried calling my bank, but because the calls at the hotel aren’t recorded, it’s my word against hers and she’s the manager. And I’ve read all the negative reviews and most are based around management and front desk, and I see why now. So if I can’t get my money back even though I was promised it, I’ll make sure I find every way I can leave a poor review for this location. If I were originally told I could not have a refund, I would have accepted that fact. But I was, and here we are less
Jerre L, Reputation Management at Best Western Plus Kissimmee-Lake Buena Vista South Inn & Suites, responded to this review
Please accept our sincere apology. We have sent your concerns to the General Manager for their review. Thank you for your valued business and we hope to have another opportunity to welcome you back again in the future.