My family and I made prepaid reservations at the Best Western near the Barcelona, Spain airport. The main reason to choose this hotel was the fact that they are US-based so we felt more comfortable staying with a familiar business and the wrong assumption that they care about their guests safety and well-being. We went to the shuttle area at the airport and once their shuttle arrived, a young and petite woman was driving it. So I asked my wife to go ahead and board the van and left my backpack on the shuttle to go along with my grandson to help the driver load our luggage with several heavy pieces. As soon as i stepped down the van and turned towards the back, I heard my wife screaming along with shouting from several people nearby that someone ran inside the van and took my backpack. Unfortunately we were not able to catch the thief and he seemingly had a car waiting for him. All of our cash, credit cards, and several valuable items were in the bag. We had to go to the airport police station which was after midnight at this point. After a long wait, they basically had me fill out some forms but would not pursue anything even though my Apple items showed their location within 5km of the airport. Make matters worse, my grandson’s medication that prevent him from having potentially fatal seizures were also in the bag so after leaving the police station, had to go to an emergency room to get more meds. Got to the hotel around 6 AM in time to change and go to the airport. Since the room and airline tickets were prepaid, we managed to get back home. Saddest part is that we entered a pass the buck of no liability starting with Best Western’s HQ saying that they are not responsible and this is an independently operated hotel and they have to address it. The local hotel stated that the shuttle is operated by a third-party so they cannot be held accountable, and the shuttle company denied any responsibility. We lost nearly $12,000 not mentioning the time and effort to replace all cards, ID, and worst of all, our personal and financial information in my wallet and iPads. This has been a true nightmare exasperated by this business lack of care for the paying customers’ safety and security.
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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
