POOR CUSTOMER SERVICE
Back in February we had booked one night in Calgary - not Best Western (March 13) and 2 nights in Okotoks at the BEST WESTERN PLUS OKOTOKS INN & SUITES (March 20 & 21) - both for volleyball tourname... more
Back in February we had booked one night in Calgary - not Best Western (March 13) and 2 nights in Okotoks at the BEST WESTERN PLUS OKOTOKS INN & SUITES (March 20 & 21) - both for volleyball tournaments for 2 different grandchildren - both thru Hotels.com. We booked in a hurry and did not pay too much attention to the part that said "Special non-refundable rate" as no reason to think anything would happen. When COVID-19 hit and the government stated "no gatherings of more than 250 people" both tournaments were instantly cancelled. I immediately contacted the hotel in Calgary and was told to go thru Hotels.com but they would definitely refund us as soon as they received the cancellation notice from Hotels.com. We did that and within a few days the funds were received. Hotels.com also cancelled the Okotoks reservation but we needed to contact the hotel directly regarding the refund. Spoke to the manager and she said she had not received the cancellation notice from Hotels.com yet but was also adamant that even if she had there would not be any refund even though our cancellation was due to something outside of our control. For seniors this was a lot of money ($300.98) - for now this info is being passed to family, friends, and volleyball clubs but am sure it will get to other sporting organizations - wonder how the government would feel especially when they are trying to help people financially etc during this trying time!
We have no idea what this property is like but the kindness, understanding and customer service definitely leave a lot to be desired!! less
BWPlusOkotoks, Manager at Best Western Plus Okotoks Inn & Suites, responded to this review
I understand your frustration as we often experience frustration with third party booking agents as well.
To date, we have not received a cancellation for your reservation from Hotels.com. You will need to contact Hotels.com directly as we are unable to change or cancel any third party reservations at the hotel level. This is similar to booking through AirMiles or Aeroplan. The car rental agency or airline can't be contacted directly to cancel, you have to call the original booking source to cancel or make changes to any booking/reservation.
As with the the hotel in Calgary, once cancellation is confirmed in writing through the original booking channel, we can make changes to your reservation and would be happy to do so.
Most times, Hotels.com offers a lower rate and therefore is non-cancellable. Next time, please contact us directly and we would be happy to match your online rate and we have more flexibility to work with our guests in situations like this.