2/10, Horrible
John
Viatge en parella
20 d’oct. de 2025
Què no li ha agradat: Neteja, personal i servei, comoditats, estat de l’allotjament i instal·lacions
Beware! Despite a medical emergency and a valid refund process, we were denied a refund from this property.
We booked 2 nights at the Best Western North Phoenix through Expedia as there were incentives offered through our status.
Unfortunately, we were not able to stay as I sustained injuries prior to our trip to Phoenix, which left me unable to use my legs. I was advised not to travel, and we therefore initiated the refund process.
I spoke with an individual (Michelle), who advised that, so long as the refund process was initiated through Expedia 24 hours before the stay, we would be eligible for a full refund. Since I initiated the process on Wednesday night, and our stay wasn't until Friday, we were still within the refund window. I thanked Michelle and advised her that the refund process was initiated, and she confirmed that she saw my reservation on file.
I was then contacted by Expedia support, who indicated that they lodged the refund request with Best Western North Phoenix, but added that the individual they spoke with stated that only an on-duty manager could approve the refund. Furthermore, an on-duty manager was not expected to be at the establishment until Friday.
Here we were, over 36 hours before our stay, within the refund window, but unable to receive a 'sign-off' as the manager was not present at the establishment for more than 2 days. Now we've been denied a refund that I planned on using for my medical bills.
A BBB complaint has been filed!
John
Estada de 2 nits (oct. 2025)
