ComplaintsforBest Western Grosvenor Hotel

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation on the Best Western Website for Two Nights as my permanently disabled husband had to come down to ************* to see a Neurosurgeon and complete time sensitive paperwork for his State Disability, which we had appointments set in advance. Upon arriving at the hotel after driving 6 hours, it was approximately 2:15am as I approached the front desk and spoke to an employee named ****. I gave her the information she requested in regards to my reservation for Two Nights Executive ************** is the rate I was charged. As she gathered my information she begins to tell me that the hotel is completely sold out and there are no available rooms even with a reservation I made. As she searched her computer while I waited a good 30 minutes, she then offers me what she says is the only available room but the sink does not work, then she goes back and continues to look further and found a room she had the maintenance man clean very quickly, this room was not at the rate I was paying and made a reservation for, she then tells me to call or come down in the morning and I will be moved to the correct room, she also tells me I owe approximately $200 or so more but she wasnt sure as she doesnt know how to do any of that is exactly her words. Unfortunately due to this incredible mix up and incompetence my husband missed his appointment due to the front desk employee whom was wearing a assistant manager name tag which happened not to even belong to her as another employee told me as I was trying desperately to understand what happened and why was I being treated in such a way and now being told I was offered a suite and said no and what is it that you want, I explained what I reserved and what I am paying for including communication on why I was being told the hotel was sold out, when I called in the morning like **** also told me the front desk agent I explained my issues to alerted me that the hotel was in fact not sold out at all. Still charged incorrect

  

  Business response

  09/01/2022

  Hello,

   

  Please find attached hotels response to guest ***************************.

   

  Please note ********************* is no longer with the hotel, and the letter was received by hotel on August 30, 2022.

   

  Thanks

   

  *******************************

  General Manager

  Best Western Plus Grosvenor Hotel

  380 ***********************

  *******************, ** 94080

  ************ Direct

  ************ Hotel

  www.grosvenorsfo.com www.bwgrosvenorsfo.com

   

  

  2021 AAA Inspectors Best of Housekeeping Hotel Award and Tripadvisors TravelersChoice

  Recipient hotel of 5 Directors Awards for Excellence in ***************** and 18 Excellence Housekeeping Awards from

  Best Western *******************

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