05/01/2018 ineedavacation28, Hays, Kansas
I wish that I could leave a review of a zero. My sty was the worst thing that could ever happen. First of all I used points it was supposed to be 10,000 because of the promo. So I was going to stay... more
I wish that I could leave a review of a zero. My sty was the worst thing that could ever happen. First of all I used points it was supposed to be 10,000 because of the promo. So I was going to stay 2 nights. Then I needed a second room. I told the guy he said yes I have one. I went to go get my purse while my friend was at the desk. And by the time I got back he told me that the room he thought he had wasn't there. I told hime that I was going to be sleeping on the floor, and I was not sstaying the second night. He told me that he would change it. I went to the desk in the morning to tell them I was out and that the took 20,000 pts. The manager told me that they would not return the points because my reservation said I was there for 2 nights. I told him again that I was not staying 2 nights and sleeping on the floor. He said I don't have housekeeping to clean that room so you are staying 2 nights. Again I repeated that I am not staying here a second night. I left. Returned a couple hours later because i forgot something. The manager said it is now after checkout so he cannot check me out because i didnt bring him keys when we spoke earlier. I told him he hasn't heard the last of this and walked out the door. I called my Best Western rewards when I retuned from vacation. they informed me that the hotel took 20,000pts and charged my card for the stay. I am livid DO NOT STAY HERE. Go just down the road to Portland. They have a very nice Best Western there. less
Kj B, Manager at Best Western Refugio Inn, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 361-526-4600.