14/06/2018 snovalleygirl01, North Bend, Washington
I have family in the area and need a good place to stay while visiting family. When I booked on line I was careful to select the actual Best Western Sawtooth Inn site. My confirmation email came from ... more
I have family in the area and need a good place to stay while visiting family. When I booked on line I was careful to select the actual Best Western Sawtooth Inn site. My confirmation email came from email@example.com. I booked a room for Sat, 6/2/18 and checking out on Mon, 6/4/18. When we arrived on Saturday, the front desk clerk said they had no reservation for me. I showed her my email confirmation information with the charge for $361.87. She was able to book a room in line with what I reserved. She then informed me we paid way to much and the price should have been $99 a night plus tax and service fee. So... when I checked my bank charges, I was billed the $361.87 and there was an additional charge pending charge for 259.89. When I called the following Tuesday, I was told the manager was not in and would not be back until Wednesday. When I called back on Wednesday, I was told he would not be back until Friday. When I finally got ahold of him and requested they refund the 361.87 and charge what should have been charged to me(259.89), he said he could not do that as I booked through Price Line and cancelled the 259.89 pending charge. I would have thought they would have wanted to make me happy and correct the issue by charging the lower amount, apparently not.
The other issue we encountered was the facility was undergoing a remodel. We were not made aware of this. The lights were not functioning in the lobby of the hotel, there were no carpets/flooring on the floor (even in the eating area), and everything was covered with a not so fine layer of dust. Perhaps the term dark and dingy would apply. When using the pool, in order to use the restroom behind it, you had to go into a hallway which was very dark (safety hazard). The bathroom was not clean either.
Thankfully, our room was clean and the housekeeping staff very friendly. less
DarcieBobrowski, General Manager at Best Western Sawtooth Inn & Suites, responded to this review
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.
There is no good time to remodel and unfortunately it is dragging on longer than we had hoped. We are almost complete and are excited for our new look. Since your stay we have opened our new breakfast area and are working hard to complete the lobby.
We have a contract with Priceline that does not allow us to refund money. Priceline keeps up to 25% of the money charged to the guests and gives us our requested rate. If we refunded you the money we would lose a great deal of money. We encourage guests to not book through 3rd parties (they are very sneaky, making it look like you are booking directly through Best Western). The only way you can be assured the lowest rate is to call the property direct or book at www.bestwestern.com