I made a reservation for this hotel for April of this year. The reservation that I made was a non refundable reservation. I knew this when I made the reservation. I made the reservation because my wif... more
I made a reservation for this hotel for April of this year. The reservation that I made was a non refundable reservation. I knew this when I made the reservation. I made the reservation because my wife and I were planning in redoing our wedding vows after 25 years. I reserved 3 rooms because I was taking our 4 children and my mother in law who suffers from Alzheimers. She is 90 years old. Due to the current Coronavirus pandemic, we had to cancel our plans to travel to Italy. When we called Best Western they stated that they would not refund us and possibly look into it. I know what we booked but considering the current situation, I believe that an exception should be made. We as a family have stayed at Best Westerns many times, domestically and abroad in many different countries when we travel. We had every intentions in going to Italy but unfortunately the current events have stopped us. Since my wife works in the travel industry, we travel abroad extensively. Unfortunately we are going to have to choose a different hotel chain and recommend other patrons to do the same. If Best Western is not sympathetic with us, you can expect the same treatment. This Pandemic will end eventually and they will request your business, remember this review before you choose to book your reservation. I guess that quick money is better than loyalty to the brand. less
Management_Roscioli, Responsabile relazioni con la clientela at Best Western Premier Hotel Royal Santina, responded to this review
We do understand your claim, Roscioli Hotels Group always puts the guests first and this will always be the main goal pursued. Our country is now going through an incredibly tough situation, mainly at social level, as essential restrictive measures are upsetting our daily life and forcing us to continuous adjustments. The consequent economic impact requires us to adhere to the directives laid down by our Government, specifically to the disposition of Art 28 DL n.9 of March 2nd, 2020 that converts a “not refundable” reservation with check-in date within April 3rd, 2020 into a voucher.
As is apparent from your review, you requested from Best Western a cancellation for a later date than the date set as the end of the restrictions, we kindly ask you to contact our front office directly. We will be able to evaluate your request in the light of the new directives and potential restrictions still in place, hoping to find the best solution that meets your needs.
Thank you for understanding.
BW Premier Hotel Royal Santina
Roscioli Hotels Group - Roma