Didn’t honor my reservation
We had a reservation through booking.com and when we got there after a long day of driving with 4 little kids, the front desk said they didn’t have any booking from booking.com. I showed her my confir... more
We had a reservation through booking.com and when we got there after a long day of driving with 4 little kids, the front desk said they didn’t have any booking from booking.com. I showed her my confirmation email but she said she’d already sold our room. When we called booking.com, they said the reservation had been sent through, confirmed and active and that the manager at this Best Western said they received the email of the booking but the front desk doesn’t have access to the managers emails so she had already sold out our room that we had booked. There were no other hotels nearby that had room for our family of 6 and so we had to drive hours back home. It was unbelievably frustrating that the only size room that would fit our family (that we had booked weeks in advance) was already given away. Will not attempt to stay here again. less
General Manager, General Manager at Best Western White House Inn, responded to this review
I am very sorry there was a problem with your reservation. I have looked into what happened with your reservation. When the reservation was booked with Booking.com, it goes through Best Western's reservation system and then gets put through to our system. Apparently, there was a problem with the computer communication between us and Best Western at the time your reservation was made. So therefore we never received your reservation in our system. The email you received is an automatically generated email that is sent to you from Booking in which the GM never receives or replies to. Unfortunately, the family room is the only room we have that will accommodate 6 people and this room got reserved. I always recommend, when people book an online reservation, to call the hotel directly to confirm your reservation, to ensure there are no errors and because, you are relying on a computer system that is not fail proof. Again, I apologize for this error and I am very sorry we were not able to accommodate you and your family.