4/10
Upon check in there was irrational decision making and regular to accept reservation because I often keep my physical credit card at home and bring my driver's license & phone with Google Pay that shows credit card details. The hotel has a policy you need to bring the physical card, which was 4-Hour drive away. The staff did not care and simply stonewalled me saying I was not allowed to check in.
All the information that identified me was available, because the staff had my name and credit card, my license showed my name and my picture, and like almost everybody now under the age of 50 I can use my phone to tap contactless for my credit card, and IT shows my credit card number! Instead of trying to find a solution that didn't leave me without a place to stay for the night(hint: maybe let me answer personal identification questions then?!) her solution was to say goodbye to me until I could go find another credit card.
Embarrassingly, I had to call a nearby elderly family member who had other things to do that day, to come & check me in on his credit card & cover the security deposit.
More flexibility & independent decision-making authority required for staff please, or have a manager with common sense be available.... Because telling someone who has paid for the room through Expedia they're out of luck, without working through the challenge with them, is unacceptable customer service.
Best Western is out of touch with reality with this policy, count me out, BW!
Leigh
Menginap 1 malam pada Jul 2025