First of all...
I had a room booked for one night at the Best Western Plus Americana in San Francisco. Then I read too many reviews about the Americana having bed bugs. So I decided to switch to the Tuscan. I Googled "Best Western Tuscan Inn" on my iphone and the first thing that pulled up was a map and an option to call/get directions/website (if you have an iphone you know what I'm talking about). I clicked "call" and got to a woman who specifically said "Best Western INTERNAL RESERVATIONS" when she answered the phone. I told her I wanted to change my reservation from the Americana to the Tuscan. She said she'd be happy to help and asked for some basic information, reservation dates, etc. Then she asked me if it would be ok to charge my credit card to hold the specific room I wanted. I said yes, ONLY if she was 100% sure I would not be charged for the room at the Americana, since I was calling after 6pm local time which was the cut off for changes and cancellations. She assured me I would not so I said ok. Then she gave me a confirmation number for the booking at the Tuscan and I asked for a confirmation number for the cancellation at the Americana. This is where things went downhill.
She said to cancel at the Americana I had to call them directly and cancel. I questioned her as to why I had to do that? I asked if she was their internal reservation employee couldn't she handle those changes without me having to call the hotel directly? Then she admitted she worked for a separate company who does discounted bookings for Best Western. So I told her to cancel the charge to my card that I would rather deal with Best Western directly myself. She told me she couldn't cancel the charge because The Tuscan also had a no changes/cancellation policy after 6pm and it was too late, I'd be charged one night for the room whether I stayed there or not.
I asked to speak to a supervisor who barely spoke English and all she wanted to do was insult me and tell me it was my fault for not calling the right number. I explained to her that online this was the number that pulled up for reservations at The Tuscan and that when they answered the phone they said Best Western Internal Reservations so why would I think I was talking to anyone other than Best Western. She was extremely rude and unhelpful and should be fired.
I wound up hanging up on her because she clearly was more interested in insulting me than doing something to fix it. I went to bestwestern.com and got the reservations number from there. A very nice girl helped me and I got my reservation canceled at the Americana with no fee and the room got booked at the Tuscan. But here's the thing...the scam company takes the reservations and faxes them to the hotels. When I called Best Western directly 15 minutes later, they still didn't have my reservation at The Tuscan in the computer because the room had not been booked yet. All that supervisor had to do was stop the fax. Be very careful who you call and make sure to ask, even if they say they are Best Western on the phone they may not be!
Anyway...when I arrived at the hotel itself the Asian girl working the desk was rude as could be. My room was supposed to have one king bed and a sleeper sofa but I asked if I could have a room with two queens or doubles instead. Without even letting me finish my request she sighed and cut me off to say they were completely sold out of rooms and mine was the only one I could have.
I got to the room and it was incredibly hot inside. I had to run the AC for a good hour before it was tolerable. And the room had no sleeper sofa! I called the front desk and they said I booked though Expedia (which I did not...the reservation confirmation I got from the scam artist company was called rooms-something NOT Expedia) and did not book a room with a sleeper sofa. So I had to call the scam company and they said they did book me a room with the sofa and it was the hotels fault. I was on the phone until 1am trying to get it straightened out. The hotels offer was to give me another room with just one king bed, so I'd have two rooms (funny how they suddenly had another room when they were supposedly sold out) but that wasn't an option since I was traveling alone with four kids. I couldn't just put my kids in another room on the other side of the hotel and surely they knew that. In the end they wound up giving me $50 (which has still not been credited to my card) and I slept on a cold mildewy floor on a blanket. Not at all what I expected for over $200, plus a pet fee, plus a ridiculous charge for parking. Not to mention, the sheets were dirty, the garbage in the bathroom had used tissues in it, and it was just dirty overall. And every single person who works there has their hand out for tips. I get that you are supposed to tip them, but these people weren't leaving you alone until they got the size tip they wanted. Horrible experience that I would not repeat ever again if they paid me to stay here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hi SillySallySews - Never like to hear that any of our guests receive less than courteous, friendly and professional treatment. There's never an excuse for poor service. I've sent a private note to you and will look forward to speaking with you at your convenience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.