Best Western Motels
Cancellation policy

On March 7 I was in Niagara Falls, New York for what I thought would be a weekend. I am an over the road truck driver and had delivered in the area.

I called Best Western National Reservations and reserved a room for 2 nights in Niagara Falls on Sat morning and had to call them back that afternoon and cancel when I found that I was going to have to leave the area. I was informed by the motel clerk that the chain's cancellation policy is a 24 hour notice and if they do not have a cancellation within the 24 hrs, the chain charges the credit card for the first night.

When the Niagara Falls desk clerk told me this, I asked to speak to the manager. He was unavailable, but the desk clerk said she would have him call me. I never heard from him. I called at least twice trying to speak with him.

I feel like that since I cancelled as soon as I could and did not have the 24 hours to do so, the motel should not charge me for the room. Customer Service has informed me that the charge will stand—their policy is their policy. Also, she said that in training the reservation agents they are taught to say 4 different times what the cancellation policy is at the time the reservation is being made. This was not done. If I had been told I would have found a different motel to begin with because I think that is wrong. Especially with economics they way it is.

Company: Best Western Motels
Country: USA
State: Nationwide
Site: bestwestern.com

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