I was calling the hotel to confirm our reservation and let them know we were going to be a little late. The gentleman that answered looked up the information and immediately put me on hold when he saw that I booked through Hotwire. Rick, the manager came on the phone and started telling me that he can't change the reservation and I need to call Hotwire. I was confused and asked him what the problem was and he said all he had was a king smoking room. He said that is what Hotwire automatically books when you book through them and there is no changing it. I asked him if there was any non-smoking rooms available and he kept yelling at me telling me to calm down and told me that I needed to call Hotwire. I assured Rick that I have booked through Hotwire many times and hotels were always very accommodating and I was not sure why he was not able to change me to a non-smoking room. He ended up hanging up on me. When I called back to find out what was going on, a woman named Pat answered and started yelling at me as well. She said that they could not change my room to a non-smoking unless I called and paid more through Hotwire. I have asthma and I shared that with her and said, "Are you saying you have no non-smoking rooms available unless I call Hotwire and pay more?" She said, "You can call whoever you want?" I was really frustrated to be treated like a criminal because I booked through Hotwire. Maybe, if you book through them directly they will treat you nicely. I know it is still their choice to allow a third party to book their rooms and I do not appreciate being treated like I was because I did so. I called Hotwire and Hotwire called the hotel and they offered me a full refund. That is why I am rating them a poor instead of a terrible. As you can see by my many reviews on this site, I travel and stay in hotels all of the time, and have never been treated so rudely. I just want to warn you before you make the same mistake. Luckily, we were able to travel home safely that same night. I can't imagine what I would have done if we were stranded with no safe and healthy place to be. Not really sure how they get away with treating their customers this way.
- Official Description (provided by the hotel):
- Stay at this Phelan hotel located at the base of the scenic San Bernardino Mountains and enjoy a peaceful, serene visit in California. The BEST WESTERN Cajon Pass is conveniently located at the junction of Highway 138 and Interstate 15 just minutes away from Glen Helen Regional Park where guests may enjoy fishing, swimming, nature trails and camping. The Pacific Rim Trail, Auto Club Speedway, San Manuel Amphitheater, Green Tree Golf Course and Mountain High Ski Resort are all just a short drive from this Phelan, California hotel. Guests will also appreciate the variety of nearby dining and shopping options. Each well-appointed room features free high-speed Internet access, an iron/ironing board, coffee/tea maker, microwave and refrigerator. Visitors may choose to upgrade to a business suite or a specialty room which will accommodate up to eight people. The BEST WESTERN Cajon Pass offers a complimentary continental breakfast, an outdoor swimming pool and spa as well as beautiful mountain scenery. A friendly staff is standing by to ensure a comfortable and unforgettable stay. ... more less
- Reservation Options:
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- Also Known As:
- Best Western Cajon Pass Hotel Phelan
- Best Western Phelan
- Phelan Best Western