Poor Customer Service . Looking for pet friendly look elsewhere
Booked this hotel because it was pet friendly and it was a Best Western, which I am a member of and have had great experiences with up until now. Upon check in the representative who checked us in di... more
Booked this hotel because it was pet friendly and it was a Best Western, which I am a member of and have had great experiences with up until now. Upon check in the representative who checked us in did not go over the pet policy nor did the verify a number in the event they needed to reach us. The only thing they mentioned was it will be a 25 fee. I was out of my room for 4 hrs to attend my college graduation and was gone for 4 hrs. I was told when I returned that I needed to leave because my dog had been barking the whole time and they had to move 2 people, and refund one person. He said he would be charging me $100 since they had to refund someone else. I was completely humiliated. My 5 lb dog was in his kennel in the restroom when I left. No one ever told us we couldn't leave our dog. I have stayed with my dog several times and have left my dog for a short periods of time in other Best Westerns and have never had an issue. We left the hotel one day early and traveled back home which is 6 hrs away. We were not even at the hotel a full 24 hrs, more like 16 hrs. I called customer service the following day to voice my complaint and was told that they will put in my complaint to management and someone will get back to me with in 7 days. 7 days passed no call, which is also frustrating. I called a week and 3 days later and the representative read me verbatim what the managers response was. There were two things that stood out in the response other than they weren't going to compensate me for the 100 fee. In the response it stated they had to move 4 people and refund one person yet when the manager talked to me face to face he said they had to move 2 people and refund one. Also, the response said my dog had been barking for 6 hours, yet I was gone 4 hrs. The also told me at customer service that there was nothing they could do, so I had to talk directly with the GM at that hotel. I did call and speak with the GM and he said he would not refund me any type of fee. I asked him how come his employees do not review the pet policy at check in and do not verify phone numbers on file he said they do not do that. I also asked him how come I didn't get a copy of what I signed at check in, he stated we don't have to give guest that, we keep that for our records for legal purposes. I asked if I could read the pet policy online for their hotel, he said its not online. This has been very frustrating to say the least, I will no longer be staying with BW again and will pass the word on. If I would of known, I wouldn't of stayed here. less
BestWesternTolleson, General Manager at Best Western Tolleson Hotel, responded to this review
Thank you for your review. You bring to light an important part of staying at a hotel with a pet. We are a pet-friendly hotel. We charge $25.00 for each pet, up to two. Our pet policy, which is similar to many other hotels, states that pets should not be left in the room alone, namely because of the possibility of noise disturbance. When other guests are disturbed by a barking dog, and we cannot contact the owner of the pet for hours, those guests want to be relocated or refunded or both. Since your pet was the cause of a disturbance of this nature, we needed to take appropriate action for the sake of all of our guests. Being a pet owner myself, I feel very sorry for the dog who is left kenneled in the bathroom by himself on a regular basis in hotels. It certainly wasn't his fault that things turned out the way they did.