4/10 Poor
Maria Evelyn
Travelled with family, Travelled with partner
May 30, 2023
Liked: Amenities, property conditions & facilities
Disliked: Staff & service
I did the hotel booking for my sister and company for May 29th to 30th 2023. A reception agent did not note down the paid breakfast added to the reservation details. I prefer not to drop the name here but am happy to provide to the hotel management the name if they want to give attention to this concern. The next day, breakfast was denied at the restaurant as they were told it was not included in their reservation. This made them look like they were trying to score free food from the hotel. Imagine the embarrassment of having to insist on being served the breakfast that was already paid for. Finally, another reception agent obliged to sort the matter but not before the stressful back and forth conversation. This experience truly ruined their holiday and I feel horrible because I chose to book them in this hotel. There were no extra demands requested from the hotel during their stay even when they're entitled for a free room upgrade and other perks. They just want to be served the breakfast they PAID for.
Hotel guests pay for the experience and comfort when staying in a hotel. They shouldn't have to bear the inconvenience that resulted from one hotel reception agent's lack of attention.
I would like to know what the hotel management plans to do as a result of this unpleasant experience. The "We're sorry for your experience. We will do better next time" just won't cut it. Very disappointed with Best Western-Montreal.
Maria Evelyn
Stayed 1 night in May 2023