Made a quick reservation when stuck at the airport. Chose this for location and the advertised free airport shuttle. Reserved via Expedia.
Called hotel to get the shuttle from airport. They said you have to reserve it 24 hours in advance, or get your own shuttle and pay for it, because they Don't Have Their Own Shuttle Driver. False advertising, clearly. I didn't like the bait and switch or the attitude of the front desk. I reserved at a different hotel.
Expedia was willing to give me a refund under the circumstances as long as they had authorization from Best Western-just a phone call to the front desk.
Expedia came back and told me that the management was not only uncooperative, they were very rude.
I called the hotel again myself, and talked to a different manager, with the same result. They tried to blame it all on Expedia, when Expedia was actually trying to help me and process a refund, they just couldn't get Best Western to cooperate.
It would have been so easy to create a satisfied customer who would be happy to stay at a Best Western again a different time, but the management doesn't seem to have that as a value.
I called Best Western corporate customer service, where they were courteous, but disconnected from the individual hotels, which are franchises. Corporate customer service is just there to answer phones and process reservations.
I won't use Best Western ever again, and I wouldn't get near this one if they were the last hotel in town.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 31, 2013
I'm so sorry that we were unable to accommodate you in regard to a free shuttle ride. Unfortunately, we don't have a full-time shuttle driver. Therefore, the only way we can offer this service for free is to schedule our associates in advance to drive the shuttle. Of course, if you don't make the reservation in advance but we have someone available to drive the shuttle, we will always be happy to offer you a free ride. Please note that the first paragraph in our hotel's description of "General Amenities" on the Expedia website it states, "A complimentary airport shuttle is available from early morning to late night, according to scheduled times (reservations required at least 24 hours in advance)." It's truly not our intention to falsely advertise our services, and I truly hope that the statement on Expedia's site does in fact clearly indicate that advance reservations are required for the shuttle. I'm sorry you were unhappy with the shuttle arrangements, and I hope you will give us another chance.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.