14/07/2018 leroymisty, Houston, Texas
My husband's family is from Gonzales, Tx and each yr we go about 3-4 times, I have always liked staying at the Best Western it is a nice hotel, pool, and they are one of the few hotel chains that are ... more
My husband's family is from Gonzales, Tx and each yr we go about 3-4 times, I have always liked staying at the Best Western it is a nice hotel, pool, and they are one of the few hotel chains that are PET FRIENDLY. So this yr I reserved 4 rooms (via priceline.com) So 2 days before my daughter was not going to make it up on Sat due to an E.R. So I called price line and explained the problem and they call BW Mgr. Mr. Patel said NO Refunds, So I asked if we could just change the date since we are going back in 2 wks Mgr. Mr. Patel said NO.My daughter had to email w/copy of her ID and give the names of who she would give her room to while at her she was dealing with her E.R. So we get there around 2 pm we live in Houston, we pull in and I go to check in and I'm told they are NOT PET friendly I have my 2 small dogs. girl at the front desk called mgr. Mr. Patel and he stuck firmly behind the not pets, so I had to drive around Gonzales to find a place to house my pets.. This will be the last time I stay at this Best Western and again and I will be leery to book at any BW in the future. By the way the Manager Mr. Patel never once come out to explain or apologize He hid behind a camera, phone and his employee. THE BW IN GONZALES JUST LOST A WHOLE LOT OF BUSINESS, My family is huge and we go spend a lot of time in Gonzales. less
Syria-44554, Manager at Best Western Regency Inn & Suites, responded to this review
Hi leroymisty. I am so very sorry to hear/read about the very unfortunate incident that you encountered. On behalf of our GM, Mr. Patel and our entire staff, I apologize. Our hands are often tied on what we are able to do when a room is Prepaid 3 months in advance to a 3rd Party. They have certain policies in place for those types of reservations, and being non-cancelable is often a strict stipulation to get a deep discount such as you did. We always encourage our guest to book directly with our local office. This gives us more leverage on making last minute changes. I sincerely hope that your daughter is well, and that the emergency situation has passed; and that your fur babies were well taken care of. I checked with Priceline to be sure that they do not list us as a Pet Friendly hotel, as we have never been one. I also hope that you will not hold ill will towards the BW brand, or Mr. Patel in regards to this. Being the owner/GM, his schedule differs from the clerks, and so he is not always quickly available in person. However, if you read our reviews, you will see that he is a very wonderful person. Wishing you all the best!