We arrived late on the night of our paid reservation, after several hours of driving, and had a major problem. Although we had paid in full for the room through Otel.com, the hotel would not honor our reservation. The receptionist stated that Otel.com had not reimbursed them for rooms other guests had booked, so they had decided to use us to get back the money owed to them. They had me call Otel.com's 800 number, wait on hold for more than half an hour, and deal with the overnight staff there, who didn't know what to do. It was finally agreed that I would have to use my credit card to again pay for the room for that night, and that the manager of the hotel would deal with Otel.com in the morning. The next day, we had to search out the manager, who said she would take care of the situation, after which we were reimbursed in full for the second payment.
Despite the fact that the room was fine, the hotel's openly admitting that they had used us in this manner left us with a very bitter taste in our mouths. In the end, the manager thanked us for solving their problem, but we were not offered anything at all in the way of compensation for our troubles. This speaks loudly about their attitude towards guests, and I wouldn't chance another visit at this hotel.
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- Also Known As:
- Best Western Sutter House Hotel Sacramento
- Best Western Sutter Hotel
- Best Western Sacramento
- Sacramento Best Western