My husband and I stayed here on Saturday 18th December 2021 after a friends wedding. The room was booked via our friends’ wedding website, gettingmarried.com and we received booking confirmation via hotelplanner.com. The room rate was £69.
When we arrived at the hotel, we were told the booking had been cancelled due to a failed prepayment. This is despite the booking confirmation stating that no prepayment was required before arrival. We also had received absolutely no communication regarding the room being cancelled and were not given the opportunity to make any required payments before the room was cancelled. Nevertheless we were in a position where we needed a room to sleep in, and were charged the rate of £108. We challenged this at the time but were met with the most careless “customer service” I’ve ever come across and we were essentially ignored.
We called Best Western customer services today to make a complaint and request a refund for the difference. Having explained the situation a frustrating amount of times, and being told the room was booked through booking.com (which it absolutely was not!), and we should contact booking.com to resolve the issue, we are still no further ahead.
We have spoken with customer services and the hotels deputy general manager directly and we are being consistently told that they had notified booking.com of the cancellation and we should’ve received a notification as a result of that. Need I say again that we did not book through booking.com, nor did I have any email of any sort from booking.com.
My husband and I are left feeling incredibly frustrated. This is not our fault and asking for the £40 difference back should be no issue to such a huge hotel brand like Best Western. This is clearly an issue in the system between the hotel and their booking agents, yet we are facing the price for that. It seems all values in “customer service” have gone completely out the window. No one has even started to try and understand our situation or used any form of good will to resolve the problem. less