Room let out to another guest while I am asleep in the room.
Paid for 2 nights. The first night my room was let to another person. They used the key given to them at the front desk to enter my room while I’m sleeping. I had put the secondary lock on luckily so ... more
Paid for 2 nights. The first night my room was let to another person. They used the key given to them at the front desk to enter my room while I’m sleeping. I had put the secondary lock on luckily so although the door opened it did not allow them entry. I was terrified! less
Jamie Lewis, General Manager at Best Western The Westerly Hotel, responded to this review
Thank you for your review and again I apologize for the incident that happened with your stay with us, It was 100% our fault. One of our new in training front desk team had inadvertently checked your room out of the property management system (PMS) so it showed in our system that the room was available to rent, then later that day as we had a walk in guest check in the next front desk agent checked them into your room not realizing that you were still in the room. This is not an excuse just an explanation.
As you know we spoke on the day you were checking out and I apologized and took responsibility for our mistake and explained that someone was not trying to break into your room they were simply trying to go into a room that we assigned them.
I gave you a full refund for that night no questions ask as I knew it was our fault.
We have since made a protocol change to hopefully make sure this does not happen again as we do understand how upsetting and frightening this can be.
Best Western The Westerly Hotel