My Wife and I were moving our Brother-in-law on our weekends from Yucca Valley California to Los Angeles. On the day we booked a room which we had stayed in before
the Hotel Receptionist FORGOT to tell us that there was a 24hour cancelation policy. This meant that because we were booking hours before our stay that if our plans changed we would lose the entire nights fee for the stay. Had we been informed up front we would have booked when we reached our destination rather then the few hours before.
We were charged the full amount of 191.53 and this is where the Service became very bad. When I kindly at first explained that I was not aware of the 24hour policy, I was told by reception there was nothing they could do please leave a message w / the manager.
I was transferred to a Managers personal cell phone number where I left a brief description of my concern about being charged while unaware of the policy. The Manager did not call me for a week and I had to call again to find out if the message was heard. Again
I was confronted with the reception who again transferred me to the cell phone of the Manager where I left another message.
When I finally heard back from the Manager she refused to give me her name or her Supervisors name and said that in order to process my complaint she would first have to ask the receptionist what their side of the story was before she could make a decision. I said ok. She called a few days later and denied our claim of "being informed" of the 24hour policy.
We were told to contact "Best Western International" where they took a report contacted the hotel and later we received another call this time from the assistant manager of the Hotel who told us they had been contacted by the International office and the fees charged would
remain.
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