Best Western Hotels International, Inc. Complaint - Reservations booked thru 3rd parties
WORLDWIDE BW POLICY -- Beware! Best Western is dumping "smoking rooms" on independent website booking agencies. Booked a Non-Smoking Downstairs room (my daughter has asthma and we carry a 38 lb. nebulizer). Reservation booked thru Hotel_Guides U.S. (apparently a division of Teavelocity). My written confirmation states "Non-Smoking Downstairs room" as a Special Request. Room had 72 hr cancellation policy. Best Western Navasota TX had 72 hrs. to look at "Special Requests" and match my request, but did not because the local site seldom looks at the separate screen onto which "special requests" are recorded. We were given a smoking room and told no other rooms were available and that we would be charged for the room whether or not we COULD stay in it. With Best Western, the obligation for the customer to pay is absolute; however, if the reservation is booked through an independent booking service (e.g. not the BW site), ANY requests, however critical, are only requests. Since BW refuses to treat customer requests (i.e. 1 King vs 2 Queens; Smoking/Non Smoking) are any more than second rate nuisances, they are effectively using the 3rd party booking services to unload Smoking rooms to the unsuspecting public. Best Western makes NO apparent attempt to fill "Special Requests" or to inform the holder of the written confirmation that there are not getting the Non Smoking room they requested... they'll just stick you with it when you check in, after your credit card has been billed.
This is a deplorable policy. Be Honest, Best Western, notify people that what you have classified as a "Special Request" will be ignored and let them make an informed decision, rather than just screwing them when they check in.