I had a reservation. Upon checking in at the front desk I was told that I needed to access my room from the exterior of the building; through the parking lot. I was given a room in the very back of the second building near the dumpsters. It was dark,late and scary.
Because I was concerned for my own personal safety, I went back in to the check in area and asked if they had a room that I could access through the interior of the hotel. I was told no.
I was not comfortable staying in the exterior room I was given. The hotel, specifically the manager Kelly, is instructing Agoda, the booking agency, not to give me a refund.
Very poor customer service, as I was there to check in and spend the night. Sadly the staff assigned to interact with the customers do not seem to be trained to be accommodating when it comes to valid reasons for canceling a reservation...concerns for safety and security being one of them.
I, for one, would have thought in a time of a global crisis, companies would try even harder to accommodate clients...I remain shocked and frustrated. I will not ever stay at a Best Western again after contacting the corporate office and being told they would not intervene on my behalf...my conversation with them was useless! As a franchisor, I would not allow a franchisee to soil my organization's reputation without trying to help resolve the dispute. less