BE VERY CAREFUL IF YOU PLAN ON USING YOUR BW POINTS FOR PART OF A STAY AT THIS LOCATION
28/10/2018 Billk2513, Gambrills, Maryland
I used my member ship points to cover one of two nights stay at this location. Neither the person who scheduled the reservation or the front desk clerk advised me at check in that using points require... more
I used my member ship points to cover one of two nights stay at this location. Neither the person who scheduled the reservation or the front desk clerk advised me at check in that using points required you signing in again for the night that is going to be paid for using another method. I was assured my weekend reservation was set.
My problems began Saturday, August 11 around two in the Afternoon. I received a phone call from my Wife, while out driving, asking me why I had checked out of the Hotel a day early. I told her I had not and then drove back (to the Hotel) as quickly as I could. The new front desk person, a young woman, told me that they did not know that I was staying and that all my belongings had been moved from my room and placed on one of those movable racks. I explained how I had reserved for the weekend, had been confirmed and that no one advised me on the need to register for the second day. The front desk person was quick to check to make sure my room was still available.
This leads to the other event that annoyed me: I was wearing a walking cast on my foot from a fall. While checking to see if the cleaning staff had finished with my room, she (the front desk clerk) asked what happened and I told her. She did not bother to ask me if I needed help getting that rack upstairs or if she could get someone to help me. I managed to get it up with some difficulty. Normally, I would have brought it down as well, but based on the way I felt I was treated, I left that for their people to do.
Because of a family illness, I did not get my complaint into the hotel until about a month later. I have submitted my complaint a total of three times and still have not gotten the response. This to me, is just as bad as the initial.problem.
I have been a loyal customer of Best Western for almost 20 years. I did plan on giving them a second chance, now I am not so sure. I could have stayed at Motel 6 and not have had this problem. less