College Daughter Turned Away!
I wish I could give zero stars. I booked this hotel for my college daughter to stay on her way home to Orlando for Greek Easter between her Spring and Summer semesters. I called ahead, gave my credit ... more
I wish I could give zero stars. I booked this hotel for my college daughter to stay on her way home to Orlando for Greek Easter between her Spring and Summer semesters. I called ahead, gave my credit card, and specifically asked them if it would be okay if she could check in if she was only 19. They assured me she could check in, as long as she had a valid credit card in her name (she does - with a very high credit limit). At approximately 11 PM on 04/27/21, she was turned away, despite our reservation and the assurance from the front desk agent. She was understandably distraught because I had assured her, based upon my conversation at booking, that her age wouldn’t be an issue. Tonight she was denied. The front desk refused to provide a last name for the Manager/Owner because they knew this was wrong. I was only given a first name. “David.” David, I hope this review finds you and I hope you realize what you have done. If you don’t want anyone under 21 to stay in your hotel, train your staff accordingly. Don’t turn away prepaid customers who were assured a safe place to stay. Shame on you, David, whoever you are. less
Mike Nelson, Owner at Best Western Southlake Inn, responded to this review
Dear Valued Guest, Thank you for your review. We do have a policy that you must be 21 to check in and it is published on the Expedia Group web site where you booked the reservation. We are concerned for the safety and well being of teenagers, and this rule helps us keep them safe. I'm sure your daughter would have been a lovely guest but unfortunately by law, we must apply policies like this consistently to all and can't make exceptions. I apologize that Expedia did not inform you of this when you booked. Thank you again for your review.