I booked this reservation in June through Priceline. In July I had to reschedule/cancel my trip because Americans are not being let into Spain. I contacted Priceline and they couldn't do anything because the hotel is closed. It took until today 9/14 to hear back and they refuse to allow the refund even due to the pandemic currently happening. Their hotel is still closed. I am not sure how they expect me to go to a country I am not allowed in. I can not even get a credit of any sort. This is the worst customer service I have ever had.
Flights to/from Barcelona were cancelled so I went online to cancel my fully refundable booking with this hotel only to find I was denied the option of any refund. I tried calling the hotel but nobody answered, so I rang the BW reservations team who advised I had passed the 6 month deadline for cancellation, which was 6pm on 6 Oct 2019. I queried this as my documentation said cancellation had to be made by 6 Oct 2020! The gentlemen double checked and said that it was my misunderstanding and 2019 was definitely correct. How could this ever be the case given booking wasn’t made until Jan 2020! He didn’t know and passed me on to the BW Customer Services team who checked their records and advised instead that the booking had been made on non-refundable basis! I logged on to my BW account and read them word for word what their own system said, and this clearly stated booking was refundable provided cancelled “before 06.00pm hotel time on 06-Oct-2020”. As I had requested cancellation on 29 July this surely qualified for a refund?! The representative tried to call the hotel to discuss but was advised the hotel is currently closed due to Coronavirus concerns. I was told they would need to investigate and get back to me. In meantime I agreed to email them a screen print of their own system (Which apparently they couldn't see!) and my booking docs, which I did same day. Two weeks passed and nothing further heard so I rang again. After running through the same issues and arguments, I was advised BW were unable to provide a refund or deal further until the hotel, which is still closed, reopens. Even though they couldn't tell me when this might be! This is despite BW now agreeing (after receiving my documents) that I did actually book on a refundable basis. I refused to accept this and was promised matter would be escalated that day to a senior manager for resolution as representative had no autonomy to deal himself. In meantime I was asked to provide a copy of my CC statement to prove payment had been made as apparently BW don't have record!. I did this immediately and subsequently received an email confirming the matter had been escalated and promising a response the next working day. Guess what? 5 working days later and still no further communication. Accordingly I rang customer services again, only to be told there is nobody available who can deal, that is despite first being told the case handler was in the office and I was being transferred! I was once again promised a management call back and an email confirming this, both to be received later that day. Surprise, surprise, 24hrs on and nothing heard. Don't get me wrong all the BW staff have been friendly and polite and conversations civilised, however, right now it doesn't feel like I will ever get the refund I am due. Has a genuine mistake occurred (that for some reason nobody wants to deal with) or are BW continually getting me to send info they should already have and then failing to respond, purely a delaying tactic until they can come up with another excuse not to pay. Or indeed, given I have seen at least one similar review posted on this hotel site, is Best Western's refundable booking policy at this hotel a scam? From my experience to date, all I can say for sure is beware!…
My wife and I had to cancel our flights and stay in Barcelona due to COVID-19. I attempted to cancel our reservation 2 months out and was unable to do so on BestWestern App. Customer service was very nice and said that when I booked the stay in Oct 2019 I had already past the 6 month cancellation period. I checked online and Traveladvisor shows the hotel to be closed due to COVID concerns. Poor customer service.
We stayed at this hotel for one night prior to our departure from Spain. Restaurant on site but we did not eat there. Room service was relatively inexpensive and good. There is a nice pool, water was of a good temperature. Free shuttle to the airport, schedule at front desk the night before. My biggest complaint was that the room was way too hot for sleeping. I found this true of most of the hotels we stayed at in Spain, we stayed at 4 of them and just one had the ability to make the room cooler. It was 24 degrees C and we usually sleep at about 20.
Their listing said they provide an airport shuttle .. but in foreign countries this usually does not materialize. I followed the signs that indicated hotel bus, waited about 20 minutes and low and behold the BW shuttle appeared. Hotel was clean, front desk helpful and waiter in the restaurant attentive. Great for my overnight connection.