Franchise complaint / Best Western

bplp

I'm in dispute with Best Western over an unpleasant overnight stay. The manager of the hotel has offered me £18 compensation. I've escallated my complaint to Best Western Customer Services (all through Resolver) who tell me that it is up to each individual manager to award or refuse compensation.

Question: Have I any rights to claim against Best Western or can they just keep referring me back to the manager?

custardy

bplp wrote: »

I'm in dispute with Best Western over an unpleasant overnight stay. The manager of the hotel has offered me £18 compensation. I've escallated my complaint to Best Western Customer Services (all through Resolver) who tell me that it is up to each individual manager to award or refuse compensation.

Question: Have I any rights to claim against Best Western or can they just keep referring me back to the manager?

You have the right to complain. However if thats their policy and I assume money comes from the hotels budget,I don't see the group over ruling.
Whats was the issue and what do you see as fair compo?

bplp

Sorry to take so long to reply. The complaint was that there was a bright green safety light in our room and the wifi wasn't working. I phoned reception at 3am and they offered me a change of room (I should have complained earlier but we thought we would be OK). I tried to complain at reception on leaving but the manager wasn't available and we gave up after half an hour. Their offer is for the loss of wifi; I'm arguing that if a better room was available why were we not given that in the first place. Best Western says the manager decides and nothing to do with them. Received a letter yesterday from the Southport manager saying that as I hadn't accepted the refund offer as far as he's concerned the case is closed. I've written to BW MD and asked if this is a normal response; no negotiation, just a take-it-or-leave-it offer. I'm waiting for a response, so I'm not holding my breath. I was hoping they would at least have gone halves with the bill (£36).

martindow

They changed your room to sort out the green light so I think their suggested refund of £18 for lack of wifi was very generous. From your latest post it seems as if the total bill for the room was £72 so they've offered a 25% discount.

I'm quite surprised that you turned it down. I think your best option is to grovel a bit and say that on reflection you would like to take up their offer.

custardy

bplp wrote: »

Sorry to take so long to reply. The complaint was that there was a bright green safety light in our room and the wifi wasn't working. I phoned reception at 3am and they offered me a change of room (I should have complained earlier but we thought we would be OK). I tried to complain at reception on leaving but the manager wasn't available and we gave up after half an hour. Their offer is for the loss of wifi; I'm arguing that if a better room was available why were we not given that in the first place. Best Western says the manager decides and nothing to do with them. Received a letter yesterday from the Southport manager saying that as I hadn't accepted the refund offer as far as he's concerned the case is closed. I've written to BW MD and asked if this is a normal response; no negotiation, just a take-it-or-leave-it offer. I'm waiting for a response, so I'm not holding my breath. I was hoping they would at least have gone halves with the bill (£36).

Why would you expect a 'better' room from the start?

macman

Free wi-fi is invariably provided on the basis that the service is not guaranteed 100% of the time. I'd say that 25% off is very generous.