Royal Host Inn-Best Western

The guest booked her reservation on a third party website and it came through our system as a standard room with 2 queen beds with a request in the note section for a handicap room. Requests are not guaranteed and...

can only be met upon availability. Upon check in we informed the guest we would not be able to accommodate her request as the handicap rooms were not available. Guest agreed to stay in the standard room with 2 beds and signed for it therefore she was charged at that point for her stay. Later that evening the guest turned in her keys stating she was checking out. As the reservation cancellation deadline had past, the hotel was not obligated to refund the stay, however, as a compromise to the guest the hotel only charged the first 3 nights and refunded the remaining 8 nights. As the guest booked this reservation through a third party website she should contact them for any errors that may have been made during the booking process regarding her room type.

Review: In March of 2015 I reserved a HANDICAP room Best Western in Lodi CA from June 11,2015 thru June 22,2015. In March they took the money for the HANDICAP room from my credit card. I was traveling from Nebraska to California for vacation when I got to the Best Western they told me that they didn't have a HANDICAP room for me they acknowledged that it was reserved for HANDICAP so they put me in another room. This room had no bars or supports in the bathroom when I went to use the bathroom I started slipping on the floor so I called my daughter to come and get me and I was only there less than 4 hours. We went looking for another room somewhere that was for the HANDICAPPED we ended up spending the night in my van till we could get another room on the 12 of June. It is at a much higher price by $700.00 and Best Western Royal Host Inn will not refund all of my money to me. I feel that I should get it all back especially when I was slipping in the restroom I bruised my right ankle very badly and there was no bars to catch my self with. The full cost was $1093.13 and they will only give me back $766.98. I am having to stay in my room because I cannot get around very well on my foot. It's too soon for me to take the long ride back home.Desired Settlement: I want my full refund and it should be made where this does not happen to anyone else again.

Business

Response:

The guest booked her reservation on a third party website and it came through our system as a standard room with 2 queen beds with a request in the note section for a handicap room. Requests are not guaranteed and can only be met upon availability. Upon check in we informed the guest we would not be able to accommodate her request as the handicap rooms were not available. Guest agreed to stay in the standard room with 2 beds and signed for it therefore she was charged at that point for her stay. Later that evening the guest turned in her keys stating she was checking out. As the reservation cancellation deadline had past, the hotel was not obligated to refund the stay, however, as a compromise to the guest the hotel only charged the first 3 nights and refunded the remaining 8 nights. As the guest booked this reservation through a third party website she should contact them for any errors that may have been made during the booking process regarding her room type.