Zero customer Service.... Horrible ownership
26/11/2018 Bradley G, Milton, Canada
This was by far in all my years of travelling the most horrible hotel experience I have ever had. The management team here are not only rude but basically lied to my face.
The owners are not only com... more
This was by far in all my years of travelling the most horrible hotel experience I have ever had. The management team here are not only rude but basically lied to my face.
The owners are not only combative and aggressive but they want nothing to do with kids. They cater to older people which is fine but then don't accept money and reservations for sports teams. We spent thousands of dollars but were basically treated like second class citizens. Obviously our money and business was not worth as much as others paid. I ended leaving after one night of my two night stay yet they still charged me for the second night. They told me it was between me and Expedia which was a total lie. They had the ability to credit me the second night but CHOSE not to. Expedia even confirmed on the phone with the front desk that if the hotel agrees they would credit me back. Of course the hotel ownership refused.They allowed everyone in my party the ability to cancel the second night with no penalty or charge.Even Expedia offered me a 50$ credit for inconvenience (which I declined as I felt it was up to the hotel but at least they regard client satisfaction a bit higher than Best Western does) I guess they were within their right and so be it but I will NEVER stay at this hotel or any Best Western hotel worldwide again.Even the corporate head office of Best Western did not step to put the customer first. I hope they enjoy the extra $160 they got because it is the last penny they will ever get from me. If you are sports team with kids DO NOT STAY HERE UNDER ANY CIRCUMSTANCES they have no ability to manage this professionally as all the other hotels we have stayed at over the years have. They wouldn't allow us to rent and pay for a team room even though they had some available. Please get out of the sports team bookings you obviously cant handle it and don't want it so don't steal their money and threaten to call the cops on 10 year old boys and parents as they have much more important things to deal with than that. You will get some answer below about a difference of opinion but don't believe it as the situation could easily have been handled by someone who knows how to run a hotel and deal with different groups of people this hotel team has NO SUCH ability. less
Andrea H, General Manager at Best Western Plus The Arden Park Hotel, responded to this review
Thank you Mr. Gleason. As you mentioned in your review above, we have had several back and forth conversations leading us in circles, which is unfortunate. In booking directly with Expedia you must agree to the terms and conditions of booking (as you are aware), which do clearly state the room is non-refundable. Considering the compensation credits we offered to our other hotel guests who were disrupted by the party you and your team were having on their floor, we did not offer any further compensations for choosing to leave early. I understand you are frustrated by this, however as I have said to you several times, all of our hotel guests deserve equal opportunity to enjoy their stay and that is my responsibility to ensure that happens. We have been very successful in hosting many teams over the 20 years we have been in business, however it does take a mutual respect for people and property in order to be as successful as we are.
Yours in Hospitality,
Andrea Hayter
General Manager