Two nights at this hotel were booked by mistake, as opposed to its sister property a few blocks away which has a Water Slide for the kids. One night through Best Western, One through Hotels.com. We c... more
Two nights at this hotel were booked by mistake, as opposed to its sister property a few blocks away which has a Water Slide for the kids. One night through Best Western, One through Hotels.com. We called Best Western and had our reservation on the first night moved no problem,
But when I had Hotels.com call the hotel to move their reservation, Hotels.Com were told (I was on the phone and could hear the conversation) SINCE THE RESERVATION WAS PREPAID, it could not be moved. Even thought the request was made 48 hrs before check in.
I called the hotel, staying in 200 to 250 hotels per year, I knew this not to be the case. I have never had a problem adjusting my reservations. The manager was called and she remained adamant that since it was prepaid it could not be changed, so my family had to move hotels half way through the stay and drive back to other hotel to use the pool. NEVER PREPAY AT THIS HOTEL!!! Hope it saves you a head ache, also the hot tub at this property was so chemically off that it could not be used. Hopefully they fix it. The massage chairs in the gym are nice. less
CBuenavidez, Guest Relations Manager at Best Western Premier Denham Inn & Suites, responded to this review
Thank you for your time in sharing with us your feedback. In behalf of our team, our sincerest apologies for the experience you've had. We recognize the frustration of having to move hotels and we are really sorry if it wasn't handled to your satisfaction. We pride ourselves for the high quality of service we aim to provide each of our guest and clearly we weren't able to do that for you. Again we greatly appreciate you for bringing this to our attention and we hope you'll consider staying with us again in the future.
Guest Relations Manager