No bath towels and I was overcharged.
I am a member of Best Western Rewards. I had a $10 Best Western gift card that I wanted to redeem. At check-in, I was asked to write the gift card number down and it would be applied the following m... more
I am a member of Best Western Rewards. I had a $10 Best Western gift card that I wanted to redeem. At check-in, I was asked to write the gift card number down and it would be applied the following morning at check out. The next morning, I was told there system was down and I was asked to write down my email and that they would send me my receipt later. I did receive the email but the gift card was not applied.
Also, I had no bath towels in my room. I was only provided with two washclothes and one hand towel. Unfortunately, I did not notice this until after I stepped into the shower. I notified the desk agent at check out and, although she apologized and told me she would inform her manager who would call me later, no such call ever came in. The next day I received the automatic email asking me for a review. I did not respond to that email but I did call back the following day to and asked to speak to the manager, who was not there. I told the agent I would refrain from providing a review to give the manager another opportunity to rectify my two concerns; the inaccurate bill and the lack of towels. I never received a call. less
Ronnie S, General Manager at SureStay Hotel by Best Western Sonora, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations.You never received a phone call for me because I was unaware of the situation and for that I apologize. As for the travel card not being applied was because the number you gave us was an invalid number. If you can send me an email of the card # we can still apply to your account and refund your cc. As for the missing linens I apologize for my housekeeping staff. I have spoken with my staff and let them know about the issues you encountered during stay and they are working hard to not repeat their mistakes again. Actions have been taken against our front desk staff for not letting me know you wanted to speak to MGMT again I apologize for any inconveniences we may have caused during recent stay.