I recently had a terrible experience with this hotel, and its staff.
I had booked through booking.com for a night there. The following day I received an e-mail that Best Western had declined my reservation, and refused my card, as it was invalid. This didn't make any sense, so I followed the e-mail's instructions. They had said that I needed to provide booking.com with another credit card number, if I did not have another number to offer them - then I needed to contact the hotel directly. I did so.
I called the hotel, and spoke to the receptionist in Italian. When I gave him my name, he said that I was not in the computer's history - and when I explained the situation, he said in a patronizing tone, that I needed to contact booking.com, since they were the ones with whom I'd made the reservation. He informed me that their hotel had nothing to do with my situation, and that it was now up to me and booking.com to sort the mess out.
I called booking.com, and got in touch with their customer service department - which I have to say, were the friendliest people involved in this whole story. They were very informative, and made it very clear to me that they could not help me unless I could provide them with another credit card number. Since I couldn't do that - I needed to contact Best Western Hotel Mozart directly, since they were the ones who had...drum roll please...run my credit card and denied it.
So I call Best Western for a second time, and speak to a different receptionist. Now, from here on out, everything is in English. He was a bit more friendly, and when I gave him my name, he said I was in the computer. Interesting. Was the first receptionist lying because he didn't want to deal with a customer who had booked through a different company? Perhaps.
After the second receptionist tells me that he would need to run the card's number again, and to call back later to see if it cleared, I did just that. Now for the third time that day, I called again. He was helpful enough, but informed me that since the card was going through (which still doesn't make sense, because my card was working fine that day at other places, it was clearly their system that wasn't working) I would need to send them an e-mail confirming my reservation for the date of my stay. I thanked him, but before hanging up I wanted the name of the man I'd spoken to earlier.
He put me on the phone with the first receptionist - Sergio. He was now all of a sudden super friendly and trying to tell me that they have a certain procedure and that they can't help me in anyway with regard to the credit card not going through, because they are not the ones with whom I booked: It was a matter I needed to take up with booking.com. Round and round we went until I was blue in the face, trying to explain to him that I had called them, and they said I needed to speak with the hotel directly. He wasn't rude: But not helpful at all, and would not try to fix the situation. I told him I would speak to him later.
I called back for a fourth time that night, and he finally told me the following, "Yes...I was just talking to my colleague here, and we have decided - there's really no need to make this so complicated for a guest who is only staying one night." Wow - you shouldn't make it complicated for a guest who is staying any number of nights. "So, when you arrive, you don't need to send us an e-mail first, we will just hold your reservation."
I thanked him, but still wanted to talk to the manager about the whole situation, vent a bit about how it should not have been so difficult to arrive at this solution to begin with, and also to ask him to send me some kind of confirmation that I would have a room for the night.
So, I called back the next day to speak with the manager, Luca, who I was expecting to be patient and listen to what I had to say. Wow. I was so, so wrong.
He greeted me politely and asked me how he could help. I began to tell him my situation and I was very friendly trying to just explain calmly what had happened with my credit card the day before, and then what had happened with his staff. Once I got about half way into the story, he cut me off curtly and explained that they have nothing to do with the credit card, and that there was nothing he could do to help me. He tried explaining that I needed to contact booking.com as they were the website with whom I'd booked - and that since it wasn't through Best Western, there was nothing he could do to help me. OK? I politely tried to explain that, while I understood what he was saying, that's not what the e-mail had stated, and that booking.com had advised me to contact the hotel directly. He then began to raise his voice, cutting me off again and explained again to me what he had just finished saying.
Once more, I tried to tell him calmly that it was impossible for booking.com to do anything because they'd informed me that Best Western was the one who ran my card. When I would ask a question, Luca cut me off, and then he began yelling, "Madam! We have rules! If you don't want to respect our rules, then that is your problem?! OK?" No, this was not okay. He continually raised his voice, telling me their "rules" and "policies" about the card, and that there was nothing he could do to help me. AT ALL.
I asked who his supervisor was. He responded, "I am the reservations manager."
"And who is your supervisor?"
"I am the supervisor today."
"I want the name of your supervisor."
"Madam, I am the manager today."
I was very upset, and when he told me not to "scream into the phone", because now I had started raising my voice, I responded, "I have to because you keep interrupting me and won't let me explain anything." He clearly grew tired of the conversation, and so ended it finally on his own by saying, "Madam. We have rules! If you don't want to respect our rules then that is your choice. Okay? Okay. Goodbye." click. He hung up the phone without allowing me to EVER counter his spiel or to let me explain the entire story. Not to mention yelling at a customer! I was horrified.
I immediately called back. Ten seconds after he'd hung up on me, another receptionist informed me that Luca was now in the manager's office, and could not be disturbed. I politely told him to pass along a message to Luca, letting him know that we would not be staying at their hotel, and that I would be calling the district manager of Milan, and also leaving a bad review on TripAdvisor - and here we are. Since then, I have taken measures to ensure that people high up in the Best Western chain, know of what happened.
I am disgusted and outraged that a manager of any hotel, let alone a place like Best Western would speak to a customer in such a way - and then the topper, to hang up on them!
My advice to all of you is to not spend any money here!!
- Official Description (provided by the hotel):
- In the center of Milan, a few steps from Sempione Avenue and MICO Congress Center: ideal for a business trip or a weekend of shopping.119 rooms including 3 suites, 4 junior suites and 60 superior fully refurbished.The atmosphere is very relaxed and comfortable with elegant furnishings and details such as liberty stained glass and trompe-l'oeil in the breakfast room, offering a rich buffet sweet and salty.Among the several services the Amadeus Bar, parking garage, Wifi throughout the hotel and internet point in the hall. ... more less
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- Also Known As:
- Mozart Hotel Milan