To be clear, I have not yet had the opportunity to stay at the Best Western Premier Hotel Dante. I have awarded an Excellent rating to the hotel in recognition of their customer service which exceeded my expectations concerning the full reimbursement of my non-refundable reservation.
I had booked a reservation in October 2019 for a stay at the hotel in April 2020. Due to the COVID-19 pandemic and ensuing travel restrictions, my 4 week trip to Europe was cancelled. While I always take out travel insurance while travelling overseas, my policy excluded cover for pandemics. My bookings for accommodation in France, Italy and Spain were all of a non-refundable type. Fortunately, the hotels in France and Italy were in a position to offer credit vouchers equivalent to the value of my bookings.
My contact with Best Western's Customer Service department to enquire about the Premier Hotel Dante's COVID-19 refund policy was not initially positive. The hotel was still assessing the extent of the Spanish lockdown at the time of my enquiry and reminded my my reservation was of a non-refundable type. Subsequent follow-up with Best Western proved a little frustrating with the lack of response to my emails. Fortunately, after reading one of the replies from the hotel in this thread, I emailed the hotel directly. In my email, I mentioned that I had made non-refundable bookings with other hotels in France and Italy and they had all demonstrated good customer service and flexibility by offering a credit voucher for my cancelled stays. Perhaps the Premier Hotel Dante could offer similar? Well, to my absolute surprise and delight, the hotel went one better, and gave me a full cash refund for my booking!
I do hope to undertake my 4 week trip to Europe once international travel fully resumes, undertaking the same itinerary as I had originally planned. My credit vouchers with other hotels will most likely constrain me to re-booking with them. While I have no such constraints with the Premier Hotel Dante, I fully intend to book with them for my stay in Barcelona. As far as I am concerned, the hotel reimbursed me in good faith, and I intend to repay them in kind. less