Very inflexible and unhelpful in emergency
10/07/2019 DanielleSforza, Massapequa Park, New York
Expedia had a glitch on the website when I booked. This glitch messed up dates of my reservation making then a week later. 20 minutes after my 24 hour cancel window I arrived at BW with 3 kids after... more
Expedia had a glitch on the website when I booked. This glitch messed up dates of my reservation making then a week later. 20 minutes after my 24 hour cancel window I arrived at BW with 3 kids after 15 hours of driving. Front desk said they couldnt help me even though it was OBVIOUS my reservation was meant for this week not next. Expedia supervisor called BW explaining thier error and asked them to refund me the cost of the room i booked that moment and they would switch my reservation and match the higher price for this week. Front desk refused to work with Expedia or myself. I give 100% satisfaction to Expedia who refunded me my money at THEIR loss bc best western refused to change my reservation to the correct date. Snarky attitude from front desk, Jackie in particular, was no necesary. At least pretend to have empathy for a person. less
Mike P, Manager at Best Western Smithfield Inn, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
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.
If you make a reservation with Expedia we do not make any changes at all. The reservation is a special rate and is prepaid by Expedia to the hotel. If Expedia had a glitch with their system which caused you to booked the wrong date they they should have token care of the issue right away on there side and to try to pass it onto you or the hotel. We are veryhappy that the took care of the issue for you since it issue with the reservation system.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.