Extremely disappointed with my experience at the Prestige Best Western in Cranbrook.
I made my reservation more than six months ago as part of a competition room block and used my debit card to secure and hold the reservation. After driving more than 1,000 miles to attend the event, I arrived at the hotel expecting a smooth check-in process.
Instead, I was informed that the hotel would only accept a credit card at check-in. A debit card was apparently good enough to hold the reservation for six months, but not good enough to actually check in. I explained that I had driven all day, was far from home, and had a confirmed reservation. I even offered to immediately go withdraw cash to cover the room and deposit.
The front desk clerk contacted the manager, but the answer remained no. Rather than work with a guest who had a long-standing reservation and was willing to pay, they canceled the reservation and left us without a room.
The most frustrating part is that this policy was never made clear when the reservation was booked. Had I known a credit card would be mandatory regardless of other payment methods, I could have made arrangements before driving across multiple states and into another country.
Leaving travelers stranded after a 1,000+ mile trip despite having a confirmed reservation is poor customer service and a complete failure in hospitality. I understand hotels have policies, but good customer service involves finding solutions, especially for guests who booked months in advance and are standing at your front desk ready to pay.
I cannot recommend this hotel based on how this situation was handled.
