Appalling & Unforgivable!!
We (4 couples from the US) had a wonderful trip planned to Austria & Germany in September to sightsee and attend Oktoberfest. Our trip included overseas flights, 6 hotels in 6 different cities, and re... more
We (4 couples from the US) had a wonderful trip planned to Austria & Germany in September to sightsee and attend Oktoberfest. Our trip included overseas flights, 6 hotels in 6 different cities, and rental cars. Of course, due to COVID-19, US citizens were not even allowed to travel to Germany in September, so our entire trip was cancelled. Due to the unique situation, even though some of our reservations were booked at “nonrefundable” rates , we were refunded ALL of our money for the flights, rental cars, and 5 of the 6 hotels. Only the Best Western Premier Hotel Rebstock did not refund our money. They didn’t even offer a future credit - they just kept our money and took advantage of the situation! I’ve been a Best Western customer for years, but never again!! Appalling & unforgivable!! less
Christoph Unckell, Inhaber at Best Western Premier Hotel Rebstock, responded to this review
thank you for your comments. I am very sorry to hear, that you think, that we are taking advantage of the situation. Our business deeply suffers due to the corona crisis. Like most of the down town hotels all over the world we fight for survival in these days and try to make it somehow with only 50 % of our usual revenue.
We offer different options of flexible rates. Some can be cancelled two days before arrival, some even until 6 p.m. the same day and some are nonrefundable. Most people book a nonrefundable rate in order to get a better price and in return they disclaim their right to cancel the rooms. That is what your travel agent did. In our confirmation we explicitly indicated that the rates were nonrefundable. Due to the disastrous corona situation, I am not at all in the position to waive any revenue rght now.
To my mind we are in this terrible crisis together. So what I can offer you, is, that when you plan to repeat your trip, that you let me know and I see how I can accomodate you.
By the way: all Best Western Hotels are indipendently owned and operated, so there is no need to avoid our brand.