Terrible management decisions!
13/09/2017 Ketty C, Houston, Texas
This hotel cancelled our reservations two days before our trip without talking to us first because another group wanted to extend their stay. I am still in disbelief.
A month in advance, I made rese... more
This hotel cancelled our reservations two days before our trip without talking to us first because another group wanted to extend their stay. I am still in disbelief.
A month in advance, I made reservations for ten rooms over the phone. We received an email confirmation shortly afterward and everything seemed to be in order. Three days before our trip, on a Friday, we received secondary confirmation letters by way of email. But on Saturday, the management sent an email to my work email account and stated that it was urgent for me to contact them in regards to our reservations because another group was requesting to extend their stay. Like most employees, I was not monitoring my work email during Saturday afternoon. Less than two hours later, the management sent another email stating that our reservations were cancelled. He didn’t even offer an apology! I was unaware that this had transpired until Sunday afternoon, when I called the hotel and was informed that all ten reservations had been cancelled the day before, and only two rooms were left available for the dates we were coming. The clerk I spoke to was not apologetic, but seemed to think it was my fault for not answering my email during the two hour window that the management gave me to respond before cancelling my reservations. I then checked my work email, and responded to the manager responsible for the awful predicament I suddenly found myself in. I tried to be polite and stated that this situation puts me in a terrible position trying to find rooms for our group at the last minute, and I gave my cell phone number and requested he call me ASAP if any rooms open up. I really expected some sort of apology at the least, or maybe even some action to right the wrong that had been done to us. But as of noon on Wednesday, three days after I wrote that email, he still has not responded. How could he expect me to respond to an email he sent within two hours time period on a weekend, and he could not respond within three days time period during the normal work week?
Our entire group consisted of those who were themselves victims or helping close family who were victims of Harvey flooding. We had decided to go ahead with this trip to take a break from all the devastation back home. We ended up staying at another hotel down the road for $30 more per room per night because of the last minute booking. This extra expense was a burden these people should not have had to bear, if only the management of Best Western had been more responsible in their decisions. less
, General Manager at Best Western Plus Waco North, responded to this review
Dear Ketty,
We would like to apologize for not able to accommodate your group, we were in a situation where we needed to extend the stay for people that were evacuated from Hurricane Harvey.
Management