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Dorval Best Western Airport Complaint - Terrible Customer Service

Review by mredfern on 2010-04-11
DORVAL -- We're a business group of 4 overnighting on our way to Sanikiluaq with a very early morning departure.

I provided my Visa number to reserve and pay for the rooms.

Two of my colleagues arrived at the hotel before I did but check-in clerk would not check them in without having my Visa card on hand. I called the hotel and informed them that I'd arrived in downtown Montreal (by train) but I wanted to do a couple of hours of shopping before I made my way out to the hotel. When I arrived in a couple hours they could imprint my Visa and have it on file for all our rooms.

Clerk said that she'd ask the manager. Sounded like it would be okay and phone call ended.

After making my colleagues wait for almost an hour - without being provided an answer and checking a couple times with the clerk about the manager's response - my colleagues called me back, saying they still were NOT checked in!

I called the hotel again. I spoke to the same check-in clerk to ask her why my colleagues weren't checked in. She said she'd speak the manager and then I was put on hold for about 10 minutes, while she asked the manager if she could proceed with their check-in. I couldn't believe she'd not already asked!

She then told me the manager said no, not possible without credit card present (despite having number).

Clerk said alternative is for my colleagues to give $300 cash deposit each! The clerk said they would be reimbursed once I arrived at establishment and imprinted my card.

I arrived couple of hours later - as I said I would - with credit card on hand.

I checked in myself and asked clerk to imprint my card for my colleagues room, so that they could get their money back. She said that is not possible - they'd get their money back tomorrow morning when they check-out! Even though when I talked to her earlier, she said they'd reimburse them when I arrived and she imprinted my credit card. So, she lied.

I then said I wanted to have her imprint my credit card for my boss's room - since he's arriving late tonight. In a snarky voice, she asked "he doesn't have a credit card?" I told her he does but I am paying for all our rooms and that I want her to imprint my card not his!

Worst customer service ever!

I was a regular Best Western customer but NEVER again. I'll tell all my friends and colleagues to stay somewhere else when passing through Montreal!
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