(由 Google 翻译)我是安大略省居民,我的雇主安排我在2025年6月出国旅行。由于我有一些私事需要在温尼伯处理,我让雇主帮我改道回程,途经温尼伯。他们给我买了一张机票,让我在2025年6月15日星期日凌晨12:10左右抵达温尼伯。
因此,在2025年6月1日,我在网上搜索了在温尼伯旅行期间可以入住的酒店。我将选择范围缩小到两家酒店,其中一家是位于彭比纳公路1714号的贝斯特韦斯特优质彭比纳酒店及套房 (Best Western Plus Pembina Inn & Suites)。
另一家酒店提供的免费早餐有一些负面评价,所以我在安大略时间晚上8:59左右打电话给贝斯特韦斯特酒店(请见附件截图),询问了一些关于他们服务方面的问题。一位印度男士接了电话并回答了我的问题。我特意告诉他,我注意到他们的入住时间是下午3点,但我会在周日凌晨午夜后到达镇上;我问他我预订的那么早入住是否还可以,他说完全可以。
根据这位先生提供的信息,我在接到电话后不久就预订了Best Western酒店。我的预订确认邮件截图也附在了附件中。
令我震惊的是,周日一大早我到达酒店时,前台的那位先生(Shuane)却说我当时无法入住,要么等到下午3点才能入住,要么额外付费在3点入住前预订房间。我表示抗议,并告诉他我6月1日和他同事的通话内容,甚至还给他看了当天的通话记录,请他确认我打电话的当天和那个时间,他们的日程安排中是否有一位印度男士。 Shuane 非常理解我的感受,但他表示,在他经理上午晚些时候过来之前,他无能为力。长途旅行让我精疲力竭(我在多伦多停留了 7 个小时),我不得不额外支付 244.99 美元才能睡到下午 3 点!
那天早上晚些时候醒来后,我给经理(Jenny)发了一封电子邮件,表达了我对当天早些时候发生的事情的不满。然后我去找她讨论这个问题。Jenny 说她理解我的沮丧,但她认为这一定是我和 6 月 1 日与我交谈的那位先生之间沟通上的误会。她重申下午 3 点是他们的入住时间,并提出将我当天早上的睡眠费(244.99 美元)减半。我回复说,既然我被她的员工误导了,那么全额退款才是公平的。然后我让她和6月1日我联系过的那位男士确认一下,他是否要求我这么早入住,她答应了。
珍妮后来向我证实,她确实和那位男士谈过,但他否认我和他之间的对话。她还告诉我,贝斯特韦斯特酒店正在持续培训员工,以避免像我遇到的这种情况。
基于这些虚假信息,我给位于彭比纳街1714号的贝斯特韦斯特酒店打“1分”。企业要想赢得客户的信任和忠诚,就必须始终展现诚信。贝斯特韦斯特酒店的员工误导我相信我可以免费提前入住,结果却要收取费用,这很不公平。总经理珍妮后来将我当天早上过夜的几个小时的费用减半,这很好,但我认为他们不应该按照我预订前员工所说的那样收取费用。
顺便说一句,我后来发现有些机构确实会录音打给他们的电话。如果Best Western这样做,请他们查看我6月1日(曼尼托巴时间晚上7点59分开始)与他们员工的通话录音,以确认我的说法是否正确。
(原文)
I am a resident of Ontario, and my employer had an out-of-country trip to send me on in June 2025. Since I had some personal business to attend to in Winnipeg, I got my employer to reroute my return trip through Winnipeg. They got me a ticket that had me landing in Winnipeg on Sunday June 15, 2025, at around 12:10 am.
Consequently, on June 1, 2025, I searched online for hotels to lodge in during a visit to Winnipeg. I narrowed down my selection to 2 hotels, one of which was the Best Western Plus Pembina Inn & Suites on 1714 Pembina Highway.
The other hotel had some negative reviews about the complimentary breakfast offered there, so I called Best Western at about 8:59 pm Ontario time (please see attached screenshot) to ask them some questions that I had about their services in general. An Indian gentleman picked the call and answered my questions. I specifically informed him that I had noticed that their check-in time was 3 pm but that I would be arriving in town after midnight on Sunday morning; I asked him if I could still check in that early on my reservation, and he said I could very well do so.
Based on the information that I obtained from the gentleman, I proceeded to book a reservation at Best Western shortly after the call. A screenshot of my reservation’s confirmation email is also attached.
To my shock, when I arrived the hotel early on Sunday, the gentleman (Shuane) that I met at the front desk said that I could not check in at the time, and that I had to either wait till 3 pm to check in, or pay extra money to lodge in a room before my 3 pm check in. I protested and told him about my conversation with his colleague on June 1, I even showed him the call log from that date and asked him to confirm whether or not an Indian gentleman was on their schedule on the day and time I called. Shuane was quite empathetic, but said there was not much he could do until his Manager came in later in the morning. Exhausted from my long trip (I had a 7-hour layover in Toronto), I had to pay an extra $244.99 just to sleep in till 3 pm!
When I woke up later that morning, I emailed the Manager (Jenny) to register my displeasure with what had transpired earlier in the day. I then went to see her to discuss the issue. Jenny said she understood my frustration, but that she believed that it must have been a misunderstanding in communication between me and the gentleman I had spoken to on June 1. She reiterated that 3pm was their check-in time and offered to halve the amount ($244.99) that I was charged to sleep that morning. I responded and said it would only be fair for the whole amount to be refunded since I had been misled by her staff. I then told her to speak to speak to the guy who I spoke to on June 1 to confirm whether or not he asked me to check in that early and she promised to do so.
Jenny later confirmed to me that she had spoken to the gentleman, but that he denied any recollection of the conversation that I had with him. She also told me that Best Western is continuously training their staff to avoid situations like the one I was facing.
Based on the foreging, I am rating the Best Western on 1714 Pembina a "1". For organizations to earn the trust and loyalty of their customers, they need to demonstrate integrity at all times. It was unfair for a Best Western staff to mislead me into believing that I could check in earlier at their hotel at no extra cost, only to charge me for doing so. It is good that Jenny – the General Manager – later halved the charge for the few hours sleepover that I had that morning, but I don’t believe that I should have been charged at all in accordance with what their staff told me before I made the reservation.
By the way, it occurred to me later on that some organizations do record phone calls made to them. If Best Western does so, they may please check the recording of the conversation that I had with their staff on June 1 (starting at 7.59 pm, Manitoba time) confirm whether or not my assertion is correct.