6/10 Okay
Jayesh
Business traveller
2 Feb 2024
Liked: Cleanliness, staff & service
Deliberate overcharging
Incredibly disappointed as I paid booked and paid for 3 Junior Suites for 3 nights to accommodate 5 colleagues on a business trip. On arrival we were told that there were no Junior Suites available and we would be given 3 Standard Rooms instead. The receptionist confirmed that there was a substantial difference in the room rate between a Junior Suite and a Standard Room and that they could not refund the difference themselves as I had made a booking via Exepedia (I thought I made and paid for the booking via this site) and they would have to make the refund.
On my return, I informed Hotels.com of the situation and asked for the appropriate refund. They said they would aske the hotel for the amount and 2 days later replied that the hotel refused to entertain a refund and there was nothing they could do.
This is unbelievable. They offered, reserved and took payment for a Suite and on arrival only provided a Standard Room. Knowing that with the city totally flooded by visitors to the largest trade fair in the world there was no rooms available anywhere in the center of the city, we had no option.
This is the worst billing experience i've had at any hotel anywhere and Best Western should be ashamed of scamming extra money from guests by falsely charging for rooms they did not provide.
I will be taking this up with my credit card company to get satisfaction.
Jayesh
Stayed 3 nights in Jan 2024