Absolutely disgusting customer service, tried to cancel my booking due to uk lockdown and receiving an email from them informing me I was not allowed to stay unless I was a key worker, to be told by ... more
Absolutely disgusting customer service, tried to cancel my booking due to uk lockdown and receiving an email from them informing me I was not allowed to stay unless I was a key worker, to be told by the hotel manager “Don’t you watch the news” “that’s your problem, you new what was happening”. I booked this hotel around 2 weeks ago when we were not in lock down. I kindly asked her to waive the cancellation fee as I was not allowed to stay. She then informed me i should have chosen free cancellation and had I spoken to her politely she would have waived the fee, I had actually chosen this option when booking, at this point I asked if I could speak to someone higher to which she said I’m the manager , the highest person you can speak too. I then asked to speak to who she reports to which she refused said bye and hung up the phone, absolutely shocking behaviour, never been spoken to like that in my life. She spoke over me and I could not even have a conversation with her as she was so abrupt. I understand it’s a difficult time for everyone right now but that’s not how you should speak to a customer especially when your the manager, very disappointed I would have expected more from such a big company. I stay in hotels very often and I will never stay In a best western or recommend it to anyone. less