Best Western Hotels International, Inc. Complaint - Unprofessionalism - Truman Inn - Independence MO
INDEPENDENCE, MISSOURI -- Had reservations for a 2 bedded smoking room on 11/10/07. Booked the reservation in April. I booked rooms for 8 weekends in the fall for myself and booked also for a friend. At check-in, was given a room with 1 bed and a sofa bed. Management claimed they had informed Best Western International (toll-free reservations center) on 9/16/07 that they were oversold on 2 bedded smoking rooms and had to change my room type. Best Western Int'l has NO record of any such call. My friend also had his rooms switched to 1 bed w/sofa bed and was also never informed. I then received a call on 11/11/07 from the hotel stating that my remaining reservations have been cancelled, due to the "incident" on 11/10. My friend received a call on 11/12/07 from the hotel informing him they were going to cancel his remaining reservations due to the fact that he has cancelled some of his previously. We book these rooms early to get a favorable rate, and then cancel the ones we don't need once we have firmed up our schedule.
We have the right to cancel the rooms until 4pm date-of-arrival. The hotel stated that it's too hard for them to get an accurate count if we cancel our rooms. I have been in the hotel industry for almost 20 years, and cancellations are a part of the business. You have the right to cancel a reservation by the time specified unless otherwise informed. It is outrageous that they would take it upon themselves to cancel reservations because they don't like the fact that prior reservations have been cancelled.
Beware! If you're a frequent traveler to the Kansas City MO/KS area, it's probably best to find a hotel where you can be more assured of having a room held for you, and that it is the correct room type.