Not so pet friendly, poor customer relations
20/04/2017 ghurst2017, Vernon, Canada
Very nice property, new, clean comfortable and (mostly) friendly staff. Unfortunately, we had an issue concerning their advertised pet policy, and the actual fees we were charged. Manager was argume... more
Very nice property, new, clean comfortable and (mostly) friendly staff. Unfortunately, we had an issue concerning their advertised pet policy, and the actual fees we were charged. Manager was argumentative and unsympathetic, however our issue was resolved to our satisfaction with intervention of Best Western head office customer service.
We were originally charged $40 per night (plus tax) for our two dogs. Expected charge was $20 per night according to following policy stated on the Best Western website: "There may be a maximum charge of $20 per day for each room with a pet or multiple pets". When I questioned the desk clerk on checkout, I was informed that their policy was $20 per pet per night. I double checked when I arrived home and then contacted the hotel management to discuss, with disappointing results noted above.
There may be some ambiguity in the website policy statement, but I would expect management would be sympathetic under the principle that the customer comes first. This was not the case, or I would not be posting this review. Instead, the manager cited a list of grievances caused by guests with pets to justify his entrenched point of view. less
Roanne B, General Manager at BEST WESTERN PLUS Okotoks Inn & Suites, responded to this review
Thank you for your comments. We appreciate the feedback.
We are pleased the issue was resolved and your concerns were addressed.
We look forward to seeing you again in the future.