Call to Book: 800-775-6132
1313 Simonton Street, Key West, FloridaMap
Recent User Reviews
Punta Gorda, Florida
- Visited: September 2015
- Submitted: Sep 26, 2015
- Traveled with:
Big Kids (6-8)
Worst Management Ever!Flag review
We had one of the worst hotel experiences we have ever had in our 56 years of international travel without ever setting foot on the property at the Best Western Hibiscus in Key West. We made a three day reservation online for a weekend in Key West. While driving down, we experienced a lot of traffic on the overseas highway so we called the front desk to let them know we might not get there until late. The clerk said he had no reservation for us this weekend but that we had been there the weekend before. I assured him that we had not been there and he insisted that someone had used a room under our name and we had been charged for it. He also said he did not have a room for us for this weekend. Later when we talked with him, he said that no one had stayed in the room but they had charged us for not showing up and that we would have to contact Best Western Customer Care to get our money refunded, which should be no problem as we were Best Western Rewards customers. When we contacted Customer Care, they said that we would have to contact the Best Western Hibiscus for the refund, but that they would contact the manager, explain the situation, and let us know about the refund. After three weeks, I called Customer Care to find out that the manager had refused to refund more than $200 because we had not called to cancel a reservation that we had not made and didn’t know existed. Customer Care apologized for the reservation error and for the manager’s lack of concern for customer service, but said there was nothing more they could do. Apparently, the manager of the Best Western Hibiscus would rather dishonestly charge guests $201.49 for a room that was not booked and unused than to provide a modicum of customer service by investigating how our reservation got changed to a week earlier. We won’t be staying at Best Western in the future.
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