Best Western North Vancouver BC Complaint - Reasonable Accommodation
In May we contacted Best Western Hotels and booked a room and we were told the hotel was in West Vancouver, BC and area we requested and was familiar with and also enjoyed being in, only to find out that we were booked in North Vancouver some distance away from where the agent told us we were booked. We asked for and booked a room with a microwave and mini refrigerator.
When we arrived we were given a small room with a small window next to the stairs and a exit door, we immediately went to the office an informed them that this was not what we booked and the person at the desk told us that there was no such room. We asked for reasonable accommodation because the room that the Best Western agency booked us with did not apparently exist. They informed us that they would try to move us to another room on the next day and on the next day when we inquired they told us nothing was available, even though we observed many people checking out.
Best Western Customer service was contacted an informed of the situation and the Best Western Customer Service representative apologized and offered points for another time. We were also led us to believe they would contact the hotel.
Because its a long weekend and a holiday there were no other rooms available in the area, so moving to another hotel was not an option, and the representative that talked to us on the next day told us that the only upgrade we could have would cost us $60 more per night or we could check out. We talked again to a Customer Service manager with no real satisfaction. We then talked again with the front desk and the day person informed us that they actually did have the type of rooms we booked and that they had been booked only a few weeks ago in early July. (WE BOOKED IN MAY)
It seems to me that there are two problems:
(1) Greed - Just because there is more money to be made we were put on the not important shelf.
(2) If we were white and not Black would we get the attention that early booking deserves? (Because there was no concern, we wondered how much it played a part)
We booked early in order to get the deals before the rush and it was not honored even though the rooms were available.
We have traveled all over the world with many mix ups but have always been accommodated, but Best Western North Vancouver was evasive and not customer friendly in any fashion. Points from Customer Service was their way of apologizing, but
the Vancouver hotel still said nor did anything to correct the mistake. They treated us as take it or leave it customers, because they were going to make money either way.
We drove 950 miles to this hotel and they didn't give a damn.
Felicia & Calvin