We booked a room at the Best Western Daytona Speedway in Florida via Booking.com on 6th August 2024 for the 14th May 2025 - 19th May 2025. I later changed this booking by one day to 15th May 2025 – 19th May 2025. I made payment on the 9th May 2025, which was processed successfully.When we arrived at the hotel on the 15th May, the reception clerk seemed to have trouble finding our booking. He took my passport and still seemed to be having a problem. He then said he’d found two bookings, both of which had been cancelled. I did not cancel a booking I required and had paid for! We were in the USA from the UK for a music festival which was rather expensive with no hotel room. There was no apologies or attempts to help other than they may be able to find a room for one night, but that was it. They told me I needed to call Booking.com.I called them and eventually got though and spoke to a member of staff who told me (after a lengthy conversation and call back) that the hotel (Best Western) were responsible for cancelling my room. By now, we’d had to find an additional $1620 for another hotel. I’d had no refunds.I’ve since left Best Western a review on both Booking.com and Tripadvisor, to which they’ve responded by saying I cancelled the room, on the 9th May 2025! Why would I cancel a room I paid for that day? If I indeed did (which I didn’t), why didn’t they refund me at that point?! I did not cancel the room, I paid for it. They took the money.So I’ve been back to Booking.com since because I’ve received emails saying “Good news, the hotel has agreed to waive your cancellation fees”! Booking.com has also sent me an email saying I cancelled the room on the 19th May. Four days AFTER I tried to check in!I’ve made a complaint on Booking.com, which the hotel hasn’t responded to as far as I understand. I feel so let down and out of pocket because we paid for an Uber from Orlando to Daytona Beach and missed the first night of the festival. Not to mention being in a different country with nowhere to stay! Then paying an additional $1620 for accommodation elsewhere. Now, after years of being a loyal customer, the experience was so stressful I do not feel I can rely on Booking.com so will not be using them or Best Western.
Claim your business profile now and gain access to all features and respond to customer reviews.
Best Western International is the world's largest hotel chain with over 4,200 hotels in 80 countries. Book your hotel reservation online today at BestWestern.com
