Booking cancelled without our knowledge so no room when we arrived
02/06/2019 Sandra T,
We booked and paid for a room 3 months ago (as a birthday treat) through Hotels.com and received confirmation. On arrival at the hotel we were told that our booking had been cancelled (by the hotel) ... more
We booked and paid for a room 3 months ago (as a birthday treat) through Hotels.com and received confirmation. On arrival at the hotel we were told that our booking had been cancelled (by the hotel) due to a pricing error, we had not been informed of this nor received a refund. The hotel accepted no responsibility and told us to go back to Hotels.com. Hotels.com were incredibly helpful, they had no record of the booking being cancelled and spoke to the receptionist who informed them that the booking had been cancelled by the hotel. We had a dinner booking (which we were late for) followed by the theatre, Hotels.com kept us updated all evening as they were trying to find us alternative accommodation in the same area, unfortunately we were unable to answer several calls from them as we were in the theatre at the time. In the end we made the decision to take the train home. On the train we received an email from Hotels.com to say that Best Western had found us alternative accommodation in the hotel near them at no extra charge. By this time it was too late as we were going home, Best Western should have taken responsibility and sorted this at 4.30 pm when we tried to check in not at 10pm at night! We had to take our luggage to the theatre (uncomfortable) had to cancel our plans for the next day. I cannot fault the service from Hotels.com however, despite an email to the CEO of Best Western, I have still not received a response, another example of their poor customer service! less
ReservationsBW, Manager at Best Western Plus Vauxhall Hotel, responded to this review
Thank you for your honest feedback regarding your recent stay with us. We have taken all your comments on board and will be closely looking at any areas for improvement.
In hotel system your booking come from tourico.com with no information or your contact detail so we can call you or send you email,
We send them email on 11th March, 16th march, And 21st march
There was no reply, we even email 21/03/2019 with 50% discount on flexible rate, still no reply
Only email we received from Hotels.com was request from Tourico Holidays. To find out if guest was no show.in 2nd June
We try to help you as much we can by send email and call your travel agent.
I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception.
Once again I do apologies for any inconvenience this situation may have caused you and should you need any further information please do not hesitate to contact us.