Customer service? Not here, nope.
The Best Western chain offers reasonably priced rooms, and is typically reliable. Not so for the Best Western Princes Marine Hotel in Hove. Lovely view, but our visit was spoiled because our reservati... more
The Best Western chain offers reasonably priced rooms, and is typically reliable. Not so for the Best Western Princes Marine Hotel in Hove. Lovely view, but our visit was spoiled because our reservation--which was supposed to be a Best Western Rewards members bed and breakfast special, turned out not to include breakfast. Even though we are BW Rewards members, and booked online for this special price, the hotel treated our reservation as a non-members, room-only stay. We found this out when we tried to order breakfast. The hotel manager, in typical UK fashion, said there was nothing she could do, even though the member rate was still available online--£80 for room only; £85 for room + breakfast. Instead she offered to let us order breakfast at the reduced price of £10 each. Instead, we checked out. A call to UK Best Western customer service brought the same response; nothing we can do. So for their inability to correct the mistake and give us the breakfast we had already paid for, the hotel lost the £85 we would have paid for our second night. They probably don't care about that loss, since I'm sure they make their real profit during high season in the summer. Still, you'd think a hotel would want some occupancy during low season and retain the loyalty of Rewards customers. less
Jon006, Owner at Best Western Princes Marine Hotel, responded to this review
Thank you for your recent review of the hotel- i'm sorry to hear there was a problem with the rate you booked causing the confusion- unfortunately you booked a room only rate and not a Bed and breakfast rate- i'm glad to hear the reception manager offered you a discounted breakfast rate from our normal price.
I trust your enjoyed your Terrace room and glad you enjoyed the direct sea views.