No Free Breakfast! False Advertising
16/02/2017 Slachie, Alliston, Canada
We chose this hotel for the free breakfast (that is a deal breaker for us). When we checked in we asked about it. The desk clerk said "we don't serve free breakfast" and directed us to the restaurant... more
We chose this hotel for the free breakfast (that is a deal breaker for us). When we checked in we asked about it. The desk clerk said "we don't serve free breakfast" and directed us to the restaurant on site.
We assumed we had made a mistake when we booked so went up to our (otherwise very) nice room. We checked the hotel website and it said,
"Free continental breakfast". Two other websites, also said "free breakfast".
We went downstairs to inform the desk clerk that there must be a mistake because all their advertising said "free breakfast". She was NOT helpful. She said we must have made a mistake, that it was not on "their" website. We tried to show her but she would not look. We told her it was also on the websites of their advertisers, including TripAdvisor and hotel.com. She said, "we told them to change it".
I said, "isn't it incumbent upon you to make SURE they change it?" She looked at our computer screen and shrugged us off as if to say, "that's YOUR problem".
We are reasonable people. We realize mistakes are made. All we ask is for the people who take our money to at least apologize.
This is what it says on THEIR website:
"There are also a number of complimentary amenities such as; our Salt Water Mineral Spa and hot tub, steam room, fitness room, continental breakfast and Wi-Fi."
We are not "complainers" but advertising free breakfast and then not delivering it is blatantly false advertising. It's unfortunate the desk clerk did not simply say, "we are so sorry. Let me look into this and get back to you. Thank you for alerting us to our mistake." If she had, I would not be sitting here writing this bad review...
The desk clerk the following morning was more sympathetic but kept saying "not our fault". Well it's not my fault either and you took my money in good faith. :(
A few days later I received a cal from Best Western customer service people (head office). They APOLOGIZED (thank you) and gave us about $25 worth of Best Western Rewards Points. That's better than a poke in the eye with a burnt stick. It didn't compensate us for our frustration and I'll feelings but it did cover the cost of our breakfast. Thank you. less
GMPERTH11, Front Office Manager at The Best Western Plus Perth Parkside Inn & Spa, responded to this review
Unfortunately you booked through Booking.com. This is not our website. We are Best Western Plus. Booking.com is a third party booking site. All of the other sites you referred to were third party booking sites. Our Best western site does not state Free Breakfast. You also purchased $60 worth of breakfast and after doing so came to the desk looking for compensation. Even if you did book through Best Western at the Breakfast Rate that is offered, it would not entitle you to 2 breakfasts apiece. Thank you for staying with people who care!