hello, i attempted to check into Best Western in Lampasass TX on 1504 S. Key Ave and was SHOCKED by the events but I am sure not as much as the older couple whose room I walked in to.
I arrived at the location around 11pm to check in for the night to get some sleep as i had been on a long trip and still had a ways to go on my return to Austin. Got in and the rep, I believe was Ryan, I have his name at my house, was great in getting me checked in but that is where the issues started. He gave me a key for room 319, I went upstairs and the key did not work. I returned back downstairs and obtained another key for the room. I got upstairs, opened the door and whoa and behold there was an older couple in the room. Thankfully they were awake or I would have scared the stew out of them if they had been asleep. More thankfully is the fact that I did not have my sidearm showing as this would have put a scare into everyone and probably had the police involved. I went backdownstairs and just demanded a refund and would run risk of finding another place to sleep or just continue my drive to Austin. Luckily a diet a coke and cool wind refreshed me enough to continue the trip safely. I am curious as to how many times this happens, I know that if someone walked into my room unanounced, they would have had a firearm pulled on them (burgler breaking in- although I would eventually found out mistake). Thank you for forcing me to go on about my business, a thank you to the older couple who I am sure said something this morning to the staff, if not last night. Answer please, as Corporate needs this notice but I have not found their email/ phone number yet- but I will. Tried calling hotel directly and manager was not in, but she will get ear full today as well.
My name is Michael F. My rewards # is ***********. Recently I received a letter from BW essentially asking me to "come back" and start using your properties. So I though I'd give you another look. I had a reservation for 04/01/14 at your Best Western Joshua Tree. Due to an emergency I was forced to cancel. I was told that I would be penalized for the nights stay. After many phone calls the manager of the location, Gary Joyce, instructed his staff to offer me a 50% penalty. This was all done second hand since Mt. Joyce refused to come to the telephone himself. I spoke to a rep. at your customer care number and told her that BW was being penny wise and pound foolish, I and my employees travel on business 60-100 nights a year. At an average cost of $90 per night this amounts to $5,400 to $9,000 per year. We will no longer being using BW. I currently have a reservation for 04/11/2014-04/12/14 at the BW Gold Key in Auburn, CA 507208779 . I will be cancelling that and staying at the Holiday Inn Express instead. So Mr. Joyce gets to keep my $60 and the chain loses my $5,000 - $9,000. Is that a good tradeoff?
Technically speaking, a "guaranteed no show" charge is completely and entirely disputable. It also depends on the platform you've used in order to book the reservation. If you went through a third party website (Expedia, Hotwire, Booking.com, etc.) you would have to contact them directly for a full refund due to an emergency. Most of the time, your request should be granted. I don't blame you for taking your business elsewhere but this specific situation is most likely due to inexperienced management or foolish irresponsibility. I'm a former employee of Best Western and I'm a HUGE fan and supporter of the Company. On behalf of Best Western, I'd like to offer an apology. I'm sorry. I hope next time this situation arises, you'll find better management to support you.