9/19/11

AWFUL Experience Best Western Hotels.com

I reserved a room at BEST WESTERN PLUS HUNTSVILLE INN AND SUITES HOTEL through HOTELS.COM and prepaid. I chose this hotel because the information on Hotels.com says "Best Western Plus Huntsville Inn & Suites is a smoke-free property." In addition I reserved a nonsmoking room. The room was absolutely disgusting with smoke smell. The hotel manager was rude to me and told me "That's all we have" and that "Hotels.com lied to you if it said we're a smoke-free property." 

THIS IS FALSE ADVERTISING. 






Within 5 minutes of being in that room, I developed a severe headache. There were no other rooms at any other hotel in town because it was parents weekend at the college. The manager told me that they refused refunds paid in advance on Hotels.com. I called Hotels.com who called the Best Western who said they are not giving me my money back. Hotels.com also said they refuse a refund to me. I'm horrified about all this. I am sharing this awful experience with everyone who reads my blog.

I hope my experience influences you to NOT use either Best Western or Hotels.com EVER.

I WILL NEVER USE BEST WESTERN OR HOTELS.COM AGAIN. 

Please feel free to share this, to tweet this, to copy and paste this, and share this awful experience!

UPDATE: As of 11:30a.m. CST on 9/20/2011 I received a phone call from Hotels.com informing me that I can expect a full refund to my credit card within 5 business days.

30 comments:

  1. tweeted, won't be using them after the way this was handled! sorry for what you went through =(

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  2. This is not the first complaint that I have heard about Hotels.com!! Sorry you had such an unpleasent experience!!

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  3. I shared on facebook and twitter. We definately won't be using them.

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  4. Call your credit card company and dispute the charge. It's false advertising.

    I will be sharing for you, I am sorry you had this horrible experience.

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  5. I travel. I Tweet. This is terrible! They should know that in this day and age of social media... a refund or at least some good customer service goes a LONG way. Better to be accomodating than risk bad PR!

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  6. Seriously what an outrage. I'd also be upset and do the same thing as you've done in this honest post to alert others so they don't have the same bad experience. What awful customer service to refuse a refund from either company when this is clearly an issue of false advertising. I'll be sure to share your post on twitter and the web to get the word out there. I'm sorry you had such a bad experience.

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  7. OMG that SUCKS!! I would be so enraged at that point that I'd make some kind of use of the FALSE ADVERTISING!!!

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  8. I also had a bad exprience with hotels.com. They made a motel sound like it was decent, but it was GHETTO (This was in San Antonio). It was so late we didn't have time to find another room, so we pushed the table against the door. And hotels.com wouldn't refund our money either. I never use them now. We always look for online deals or frequent guest deals. Sory that happened to you. Now you know where NOT to stay in Hunstville.

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  9. Hotels.com is a joke. Most of their listing have errors. As do the other travel deal sites. It's always a good idea to check the hotel's website for better information about amenities and AAA or tripadvisor.com for more truthful reviews and ratings. Don't completely write off all Best Western hotels. Their hotels are all independently owned and operated under the franchise name. Many of them are extremely clean and well managed, some of them really SUCK. File a complaint with their corporate office.

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    Replies
    1. Thank you. Many hotels are flying a particular franchise "flag". I work in a Best Western (Albuquerque,on Pan American freeway). Lovely hotel. Do your research and avoid 3rd party operations like hotels.com. Sorry for your experience. I'm sure Best Western would like to know, we want a great reputation. Agreed, Tripadvisor or other more reputable and unbiased sites are best.

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  10. Oh my gosh... How horrible! I will not take a chance on them! Thanks for sharing this with us Lisa.

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  11. We used Hotels.com this past summer and I would say we were less than pleased. We couldn't have extra pillows or towels (with a family of 5 in the room we had supplies for 4). Our reservation was for 5, but the hotel said their policy was reservations for 4 people so we couldn't have more pillows or towels. This was near the beach and nearly $200 per night, so we were less than pleased!

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  12. WHAT?!
    Just because you reserved with hotels.com?!
    INSANE

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  13. Wow! Another reason why I trust the blogging world to point out the truth! Thanks for posting this. I am sorry for your horrible experience. I know I would have been outraged at having to stay in a smoky room with my allergies!!! I have retweeted this post--everyone needs to beware of hotels.com and this Best Western

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  14. They do NOT understand the power of social media! I'm glad you shared about your experience to keep the rest of us from suffering the same fate. There's a section in our paper where a columnist tries to help a traveler out. Maybe you have a large paper in your area you could connect with! I hope the Best Western finds out about this!

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  15. I stayed in a Best Western in Kearney NE once and got extremely sick w/ allergies. My mom was with me and I had gone up for a job interview. AND to top it off the door barely latched (you could actually see the light in the hallway through the crack).

    I actually work for Carlson Reservations now and I'm amazed how many hotels are completely smoke free and how many states/cities are going to this rule now - especially up north. Many of these hotels have a FINE of $250 or more for smoking in a smoke free room.

    Lastly, I would suggest you contact the reservation service for Best Western and ask to speak to their customer service. Complain, provide the address, the name of the front desk person/manager whoever was so very rude to you and insist that you want your money back (or a certificate for a free night(s) stay) and you want to know what is going to be done about the rudeness. Follow up with a letter of complaint if you have to and if they give you problems take it up to the next level.

    Good luck - I hope this helps. Tina "The book Lady"

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  16. Hotels.com - Expedia: We have a lot of people call us about the rooms they are renting at Carlson when they are online trying to book with another service (such as Hotels.com) and I always tell them that a lot of times these online services don't list the bedtypes, the smkg preference. So many people don't realize that when these sites list their rooms they are unable to guarantee what they are needing - they can't gtee that you will receive 2 beds, non smoking or smoking, what floor, handicapped rooms, etc.

    Be VERY careful when you purchase hotel rooms online. Only the reservation centers can guarantee what you are getting. Always print out what you are purchasing - so you can show them and if the hotel can't follow through than insist that they find you another room if not in their hotel in another hotel.

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  17. susan fabiano9/20/11, 3:56 AM

    As a former travel agent, I would offer this advise..write/email a letter of complaint to the CEO of hotels.com and the CEO of BW. This is not acceptable. You were given the wrong info about smoke free as well as no help from the hotel. You should be getting a full refund..and then some. Period. I would fight for it if I were you. I have asthma and I know what its like to be in a smoking room, it can and will make you sick.

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  18. Stumbling AND Tweeting. How awful! I am getting ready to book a trip. I am so glad you wrote this!

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  19. Wow, that's really crappy customer service. I tweeted and stumbled. Keep us updated if you fight it. They really need to give you a refund.

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  20. I've stayed at a lot of Best Westerns and have always had good service but each hotel is independently owned so you really never know what you are gonna get. I always check tripadvisor.com before staying anywhere; you should leave a comment there about this awful experience! And call the Ceo and get your money back! This is absolutely outrageous customer service.

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  21. I had a similar experience, but I'll never get a room that's prepaid that I have to fight for my money back. You need to write a complaint letter to the higher ups. I must say they do check into it right away. I got to a place that they were rejuvenating, but needless to say those pics weren't on the website. It was awful. Even the mattress of our room was up against the window. The place was a mess & NO elevator. I specifically asked for a room on the first floor. That one was the one with the mattress up against the window. Story goes on and on & gets worse. Good luck & definitely get your money back. I did.

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  22. That's awful!! Stumbled, and hope others see this so they know to avoid them!

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  23. That sucks! Yay for the refund though!! That'll teach them to mess with a blogger! :-)

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  24. Companies need to consider who their customers might be! When companies wrong me, I think they might think twice if they knew I have a WEBSITE! When they first came out with these prepaid deals like Priceline, hotels.com, etc. I was very wary because they used to warn you on priceline that you might get a smoking room and you'd be stuck with it. Since it said on the website that the hotel property was nonsmoking for you, this WAS FALSE ADVERTISING. I'm glad to see that you are getting your refund. I still wouldn't trust hotels.com though. They need employees for quality control to check up and review the properties for which they are advertising. On the other hand, my husband and I got a room with Priceline in Orlando near Universal back in February. It was perfect! They claimed it was non-smoking and it was.

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  25. I am happy to hear that you are getting a refund.

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  26. Glad to hear you received justice for your troubles. Sometimes they don't understand that the refund is only half the equation, your time spent was ruined by the whole experience. Smiles.

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  27. hate to hear this and so glad you posted this..
    but, in the defense of best western...
    i think alot are independetly owned... there are a few hotels that i will no longer use, but i do not rule out the whole chain, as there are very many independently owned... i would contact corporate though, to let them know that this particular one is giving their name a bad rep.

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  28. Hi, in a room on the first floor. I noticed right away ants everywhere on the counter next to microwave and fridge as well as on the walls. I immediately called front desk and I was given another room on the 2nd floor. We left for dinner and when we came back in the room and prepared my daughter for bed, I noticed ants on the walls between the beds and on the bed sheets.   I immedately called the front desk and I was told all rooms were booked. I was totally discusted, the more I looked everywhere the more I saw. I packed my bags and checked out and drove back to Miami. The girl at the front desk said I have to contact  hotels.com because there was no manager available and hotels.com tried to talk to her about the problem I had and she said best western will not refund me (without even speaking to the hotel manager) I could not believe the non chalant attitude, this hotel obviously has a ant infestation and this problem should be taken more seriously. I've been talking to best western corporate and they can't do anything for me no refunds nothing only we are soooo sorry... OMG never again Best western and hotels.com

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  29. I don't think the hotels explain clearly enough or well enough. You go online for deals with the 3rd party folks. You pay for the room and the 3rd party pays the hotel. The hotels do are not able to refund you. You didn't buy from them. So sad that hotel staff is not able to communicate this in a better way. Most hotels are happy to do whatever it takes to maintain loyalty. When it comes to 3rd party, their hands are tied.

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