Did not honor our reservation on a busy holiday weekend!
10/06/2018 Marian J,
I booked a King Suite on May 22 for an arrival of May 26, which was a holiday weekend. I booked it on the telephone with a very nice female employee (idk her name). I explained that I would need the... more
I booked a King Suite on May 22 for an arrival of May 26, which was a holiday weekend. I booked it on the telephone with a very nice female employee (idk her name). I explained that I would need the business suite for my brother and myself so that we could have our own sleeping quarters. She said they had one available and I booked it. I received a confirmation email. On May 26, at our arrival time of approximately 4:00 p.m. (after driving for 7 hours), I was told by the office clerk, Melanie, that our room was NOT available. They had rented it to someone with more prestige or points or something like that. She said they did that because my reservation was an "upgrade, if available". I said, "NO, I reserved the room and I have the confirmation email." I explained that I needed two sleeping quarters, as I was traveling with my brother and he snores. She then changed her story and said they had to move somebody into our reserved room because there was a water leak. Which was it MELANIE? She was not sorry, she did not care one bit about the inconvenience. She said our room was a stardard one room with two queen beds. I told her that would not work unless I could not find another hotel in town with separate sleeping quarters. Luckily I did, however we had to pay $350 instead of $250 at Best Western. It was a holiday weekend, most every room was booked in town and the rates were very high! I went back to Melanie to cancel our screwed up reservation. Understandably, I was very irritated, extremely disappointed with Best Western AND Melanie. I will not be staying at any Best Western in the future!! less
PETER P, Guest Relations Manager at Best Western Salinas Monterey Hotel, responded to this review
I apologize from the bottom of my heart for the situation that occurred over the holiday weekend.
I take full responsibility for the mistake. Although one of the suites had a major water leak I should have taken more time to go thru the reservations. I failed and for this I am sorry. I did offer a substantial discount if you would have accepted two beds but I understand that there were issues that prevented this.I wont state them. If you would be so kind as to give me another chance to make this right I would love to invite you back at a great discount excluding busy weekends. I would personally ensure you have a great stay.
Once again I an very sorry this has been on my mind since it happened and I am glad that you took the time to write your review and I thank you.