Never Book Direct, Great Hotel Poor Management
08/02/2018 Y2119IGmatthewc, Americus, United States
I booked one week at the Windsor through Best Western Website, got sick, and had to postpone my stay. The Windsor attempted to charged me for the full week and told me that if I had read the small pr... more
I booked one week at the Windsor through Best Western Website, got sick, and had to postpone my stay. The Windsor attempted to charged me for the full week and told me that if I had read the small print the website said no cancellations. The manager Margaret convinced still charged me for one night but did refund the rest. Margaret convinced me to "Book Direct" and the Windsor would then honor cancellations with no penalty.
The next week, I called in and Booked Direct. When I arrived they notified me that my rates were almost double what I was promised when I made my reservation. The front desk informed me that because the hotel filled up, Margaret "bumped me up" to the Chamber Suite. I told them I didn't want the Chamber Suite and just wanted the basic room and rate I was promised over the phone. They said there were no rooms available.
The whole reason for staying at the Windsor was for work. There was not even a desk to put a computer on, only a tv stand and a little round lamp table.
Don't ever Book Direct or you are at Management's leisure for rates and rooms. Don't book from the website as there is mis-leading fine print.
Bottom Line: Don't book at Windsor. Stay at the Hampton Inn and take advantage of the Hilton Points for a family vacation. less
Tarang P, Manager at Best Western Plus Windsor Hotel, responded to this review
I am so sorry to hear that you were disappointed in your most recent say. Thank you for taking the time to fill out a review. We are a family operated business and the centerpiece of downtown Americus, we want to ensure that each guest has a great experience while here. The Best Western website has many different rates you can book, the rate that you picked was an advance purchase rate. This rate states that there will be no changes, no cancellations, and is non-refundable. For these rules, you do get a discounted rate. The terms must be agreed to by clicking a button, in order to fully book your reservation. I understand that on websites there is a lot going on and could have been overlooked, we did refund your stay but the first night. We appreciated that you called us directly after that. I would like to apologize for any confusion there may have been regarding your reservation. I investigated your situation, Margaret changed your room type to a chamber suite because when you requested a change of dates your original room type was not available. She spoke with you about your changes over the phone and emailed you a confirmation letter and proforma (a breakdown of the rate for each night of your stay) 10 days before your arrival date. I would also like to sincerely apologize that there was not a desk in your room. We do not have desks in rooms with two beds, but our front desk would have been happy to have a desk put in your room for the remainder of your stay. Again, I am very sorry for the inconvenience. We hope that you will give us another opportunity to show you superior service.