I was set to travel from Houston to Albuquerque. I was in a car accident, and my itinerary was forced to change due to this accident. I had called Getaroom.com to book this hotel to begin with. The accident occurred on a Weds. and I had booked the room for Thursday, as a stopover on the way to ABQ. The time of the accident was a little after 9:00 pm. After calling 911, I immediately called the hotel to cancel - BEFORE I even called my insurance company. I told them I didn't expect I'd be checking in in the time frame I originally was supposed to, due to the accident.
I let them know I wanted to cancel - not check in at a later time. I was told that I could only speak to the manager regarding a refund, and he was out of the country at the time. Really? The representative can't make this happen for me?? I was told his name was MIKE PATEL - and he was not set to return until the following week. They could cancel my booking but could not issue a refund.
I then called Getaroom.com - who told me I had to speak to Best Western corporate office. So I called the corporate office, who told me this location is a franchise, and they couldn't help, that it was the manager's discretion on the refund. I finally called my insurance company to sort that out. Once sorted, I called this hotel again, and was told again, the room has been cancelled, but no refund could happen until I spoke with the manager. I'm now out $119.00 until the following week.
So the following week comes, and I call and ask for MIKE PATEL. He tells me he can't refund my room rate because I hadn't cancelled the room!! I most certainly did call - made several attempts in fact. I was told he couldn't do anything for me.
I called the corporate office to complain, that their franchise is making a BAD name for the entire chain of Best Western hotels because of this one event. Through no fault of my own, involved in an accident, 14 hours still ahead of me, and can't get a refund!! The corporate office asked for proof of my purchase of the room, phone records of the call that was placed to cancel the room, and upon receipt of these items, I'd receive a room at ANY OTHER BEST WESTERN for the amount I'd paid for this room - $119.00...
I was so furious!! I was about to start my new job in ABQ, and I have to produce all this, just to get a refund, which never was a refund to begin with!!
I will never, never, ever use Best Western again, and I have told everyone I know the same thing. Considering I'm in a service industry, I know you go above and beyond to satisfy a customer. I got nothing but grief. Such a pathetic resolution, all for $119.00 - shameful..... if this is how they conduct business, what else do they shirk on that the customer is unaware of?? less