I booked this hotel shortly after the date was announced for the 2012 Formula 1 races back in Nov. 2011. I got a great rate on Expedia for 89.99 for a 4 day stay Nov. 14-17, 2012. I was shocked that I was able to book the room that far in advance but I jumped on it.
Fast forward to Nov. 14, 2012 and I am at the check in counter. Robby the GM is helping me and can not find my reservation anywhere. I had my confirm from Expedia and still this didn't help much. Robby initially thought maybe it was a computer issue with the Best Western system so he called Best Western relations and found that the issue was the reservation was for the same dates but in 2011. I clearly had my Expedia itinerary showing the dates of 2012. Robby even called Expedia CS to get some resolve as did I. As we were both on the phone the Expedia agent told me my reservation was good for 2012 on his system. Best Western policy is not to book rooms that far in advance which is understandable. During the ordeal, while on hold with Expedia, Robby and Mike both said however this turns out they had a room for me and would work a deal but couldn't honor the rate that Expedia gave me which was a year old. Keep in mind, this is F1 Weekend in Austin and most all hotels are booked and are not cheap. After speaking with my 2nd CSR from Expedia, I finally had to ask for a supervisor. The supervisor, Donna, did work with me and after explaining the situation again, she contacted a corporate manager to help get this resolved. I did have to get a little crass with the 2nd CSR because nothing was getting done because I didn't have a pre-paid reservation. It was just a confirmation on hold and if you miss the day then you get charged 1 day. This seemed odd that they (Expedia) didn't want to honor the rate but I could have still been charged one nites stay had I not shown up. Regardless, Donna wanted to check to see if there was another property they could get me in. This option was not an option for me, so she continued pushing the issue up the ladder. Finally, I got to a corporate manager, Nicolette who took care of me. It was funny because Robby was also talking to the same person on another line. After 3+ hrs, Robby was able to complete my reservation and get me in my room. He was great and felt bad for the issue, which was not the fault of the hotel, and upgraded me to a bigger nicer room. Shortly after getting settled he knocked on my door with a gift of various soaps his mom went and got for me at Bed Bath and Beyond. Totally not necessary but very much appreciated. Robby and family took care of me and i would recommend this hotel highly.
Expedia took care of me as well. They acknowledged their system had some type of glitch and they are refunding me the difference between the rate of 89.99 that I was quoted and the actual rate the hotel charged for the weekend. My total for 4 days just under 1200.00 and even though i had to front the money, I did get a confirm email from Expedia on how to get my 675+ dollar back from them after my trip.
My advise and lesson learned... Always confirm the reservation with the hotel prior to arrival if you book through an online service. If this would have been the fault of Best Western, Robby said they would have honored the rate given and I completely understand that.
Everyone keep in mind that this is the USA and everyone is entitled to make a buck. But many of the hotel owners are individuals just like you and I. The savings and commissions are not going to these guys, they are going to the corporate chains and online services. Don't take it out on the front desk operators. They typically understand your issues. Be patient and work with them. More than likely, you'll get satisfaction in one way or another...hopefully!!!
I read some of the other comments about this hotel that were negative or so so. Please take these for what they are worth. There are so many factors and personalities writing review and everyone believes they are right in their opinions. And as Americans we have that right. But from my experience this hotel is great. Service was great, room was clean, location is good for me, it is a very quiet hotel, the breakfast was pretty good too. Nothing fancy but easily as good as any fast food joint and you already paid for it. Eggs, sausage, waffles, muffins, toast, cereal, juice, fruit, and coffee. I would definitely stay here again.
- Official Description (provided by the hotel):
- The Southgate Inn & Suites Buda Texas Hotels is the great place to stay in Buda Texas located close to the Tanger & Prime Outlet Mall, Cabela Outfitters and downtown Austin attractions. The Southgate Inn & Suites features modern amenities like well-appointed guest rooms, meeting rooms, outdoor pool, fitness center and many more. ... more less
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- Also Known As:
- Best Western Buda
- Buda Best Western