Lack of Professionalism with Staff
I made a reservation with this location at 9:55 PM and about five minutes later, my car broke down. I was told the front desk closes at 11 PM, so I immediately called the location back, considering th... more
I made a reservation with this location at 9:55 PM and about five minutes later, my car broke down. I was told the front desk closes at 11 PM, so I immediately called the location back, considering the time change from MST to CST, and there was no answer after several attempted tries. At this point, I was unable to make it to Lubbock that same night to make the reservation. I called the next morning to explain my situation and was told to call after the weekend when the general manager was able to talk to me. I called the next week and was told the front desk is open until 2 AM and missed phone calls are recorded...so my side of the story basically didn't make sense. The manager and I discussed I could get a 50% refund after 3-5 business days though. After 13 business days, no refund. I call again, and I'm told that refund wasn't guaranteed and they can give me a credit instead for a free night at that location. I brought up how I would prefer the refund and how I wasn't aware it wasn't guaranteed. Eventually, she hung up on me. I am not sure if I'll ever be in Lubbock again, and was expecting the 50% refund back to my card. I'm not impressed with how the situation was handled, and won't be staying at Best Western again. less
Chris Kumar, Owner at Best Western Plus Tech Medical Center Inn, responded to this review
We are terribly sorry for the inconvenience you encountered during your stay. We will address this issue immediately with our staff to ensure this does not happen again. It is never in our intention to ever inconvenience any of our valued guests such as yourself. We hope that you may reconsider to stay with us. Until then, we wish you safe travels!