Best Western Cancellation
21/06/2019 _bonal_daniel25, McKinney, Texas
After having a reservation booked for 11 months, it was canceled the day before my arrival because my credit card was rejected. My credit card was changed because it had been compromised. Had they cal... more
After having a reservation booked for 11 months, it was canceled the day before my arrival because my credit card was rejected. My credit card was changed because it had been compromised. Had they called or emailed me, it could have been easily rectified. This cancellation was done without any contact from hotel! I had received several emails from them in the 11 months and verbally confirmed the reservation for us and our friends meeting us there.
Upon arrival we were told they had “no record” of our reservation despite showing them the email confirmation. They didn’t tell us why it was canceled. They did assist in getting us rooms at another nearby hotel.
After I contacted BW, a manager followed up and said me the hotel told them they attempted to contact me the day before. I HAD NO RECORD OF A CALL, TEXT OR EMAIL! Yet the manager believed their story and offered nothing other than supporting the company policy that the cancellation was in order.
I only used BW as we were attending a very popular event, the US Open in Pebble Beach and rooms were scarce. I’m a frequent traveler and will stick with my usual choices of Marriott or Hilton properties. less
danielo5478, Front Office Manager at Best Western Plus Salinas Valley Inn & Suites, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
Unfortunately the credit card used came up eclined in our system.
However we were able to find accommodations at a near by property.