26/10/2017 Elissann, Medina, Ohio
My husband called and made reservations with this hotel a week and a half prior to our stay. We were coming from 4 hours away. He booked a 2 queen room. When we arrived, well after check in time, we w... more
My husband called and made reservations with this hotel a week and a half prior to our stay. We were coming from 4 hours away. He booked a 2 queen room. When we arrived, well after check in time, we were informed our room wasn't cleaned yet and would have to wait. They found us a "clean room" after my husband complained. when we went to the room the door was opened because the housekeeping was still working on cleaning it and it was a KING room, not a double queen like we booked. We went back to the front desk to ask for a clean room, and a DOUBLE QUEEN room like we booked. The lady informed us they had NO QUEEN ROOMS in the facility and they didn't know why the person over the phone who booked this for us didn't inform us of that. Needless to say we got our money refunded and left very upset. Being out of town, we had to then call around to several different hotels, all of which were booked because of the buffalo bills football game. We found a room finally at the Lockport Inn and Suites, which was way more money than we planned on, however, was a lovely little Inn. We were satisfied with that at least! Never again will we bother with Best Western! less
David E, General Manager at Best Western Plus Lockport Hotel, responded to this review
Thank you for providing some important feedback regarding how your expectations were not met on a reservation/stay from a recent weekend.
I apologize for the confusion you experienced at the time of check in, and truly wished we could have handled this situation differently, specifically honoring the original details of the reservation. I'm always of the belief that a 2nd chance should be given and would like to extend that offer to you and your family. I will make arrangements to accommodate your travel plans.
Please contact me directly to make these arrangements
David Eckhardt - GM
716-434-6151 x 303