Poor Customer Service
Do yourself a favour and just don’t book! I selected pet friendly in my search of which a standard queen room presented as available. I was contacted only 10mins later to say I needed to scroll down f... more
Do yourself a favour and just don’t book! I selected pet friendly in my search of which a standard queen room presented as available. I was contacted only 10mins later to say I needed to scroll down further for a pet friendly option and would need to pay a further $80 for a pet friendly option or loose $129 I had already paid for the room. When I explained that the room came up in the results the manager was not at all understanding or accomodating in providing some options to reach a happy medium and instead just saw dollar signs. So disappointing that in this climate customers are taken for granted for investing in local tourism, when it is needed more than ever and when everyone is feeling the pinch. Shame on you. The “straightforward hotel” not so straightforward at all. less
Robert P, Manager at Best Western Sanctuary Inn, responded to this review
Dear Rachel Borg,
Thank you for your Email, Trip Advisor Review and Google Review.
Each Best Western in the world is individual owned and operated and our Hotel is no different being a family owned and operated business.
We love dogs at this hotel, hence why we have the 2 pet friendly queen rooms available to our guests. If we could have all of our rooms being pet friendly – we would. But the facts are, not everyone likes dogs as much as we do and a lot of people are allergic to dogs. Given this, our 2 Pet Friendly Queen rooms are very popular and due to the extra cleaning and time spent cleaning before and after each guests depart, each room goes through a special deep clean process hence the extra cost over the Standard Queen room which you booked on Booking.com for $124.
At no time did you ask for a refund, only argue about paying $124 for a pet friendly room which is not possible, because you googled pet hotel and we came up as an option.
I have attached in the Email back to you some screen shots from google where you found us, booking.com where you booked us along with the booking.com terms and conditions, as well as our own website just in case you checked there, which all clearly indicate the Pet friendly Queen room associated costs and availability.
So E-mailing and reviewing saying that Evelyn was rude because she told you there was a pet fee for the Pet Friendly Queen room which instantly made you upset and having your partner refer to her as a f**king i**ot on the phone will not achieve anything, hence why Evelyn immediately ended the phone call, we will not tolerate verbal abuse.
Another way to look at it - If you google a hotel with spa rooms for eg and then a hotel comes up, does that mean that all rooms will have a spa? Most likely not – you would have to book the spa room.
Or another example - if you google hotel room with a view for eg and then a hotel comes up, does that mean that all rooms will have a spa? Most likely not - you would have to book a room with a view.
We are sorry you feel this way but we too are experiencing the hardships of COVID19 and false reviews like this do not help anyone. Should you wish to escalate the matter further, we recommend contacting Best Western Head Office Australasia and letting them know whats occurred.