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.