At 10:30 p.m., I made a reservation for this hotel. I had concerns over the no-refund policy, which is why I waited to make the reservation until the night before I’d hit the road for a 9-hour drive. I wanted to ensure nothing would happen to change the timing of my trip. I reserved a room for (I thought) the following night and went to bed. Little did I know that at some point (maybe because I was having trouble logging into my Best Western Rewards account), the date had defaulted back to that night. (I know with absolute certainty I had initially changed the date to the following night, because I thought to myself how silly it was to try to rent me a room at 10:30 at night for that same night.)
When I arrived at the hotel, I was told, “Oh, yeah. You were our no-show last night.” I was stunned to realize I’d paid $90 (plus taxes and such) for the previous night. I asked the manager whether he would just apply that toward my stay that night. He said the best he could do was to offer me a room for $70 that night. It was my fault, he pointed out (several times). I pointed out that I’d already paid him $90 (plus taxes and such) for nothing, and again asked if he could cut me a break. He said to look at it from his point of view (because it isn’t about the customer, after all) and that he’d had to hold that room for me. I noted that I’d made my reservation at 10:30 at night (technically 10:38, but I was rounding), and that he hadn’t lost anything unless someone had come in AFTER 10:30 the night before and been turned away. He again told me to look at things from his point of view, and the slight discount was all he was willing to offer.
Needless to say, I left. I feel it’s important for prospective customers to know that if they book a room here, and anything happens to their travel plans (or the website glitches on them), they are unlikely to get any sympathy. I certainly know I would never think of booking at this hotel again.
And, by the way, since the manager asked me at least three times to look at things from his point of view, I have tried. Somehow, I keep coming to the conclusion that I’d try harder to help my customer, and that I’d feel dirty keeping $90 from someone based on a website glitch. But that’s just me. less
Tina M, General Manager at Best Western Plus Searcy Inn, responded to this review
Thank you for bringing to our attention your experience and comments regarding your stay in
our hotel. I am very sorry to hear that you encountered such unusual circumstances and inconveniences
during your most recent experience with us, especially that we were not able to address the
issues and misunderstandings right away. Please feel free to contact us if this situation has not been resolved to your satisfaction. On behalf of our entire staff, we thank you for choosing our hotel and hope you give us a
chance to serve you again and will experience the improvements we have made with our