I stayed two nights in this Best Western hotel while my son and I visited Legoland.
The first night, I was having my period and, unfortunately, I left a stain on their sheets. The next morning, I went to housekeeping to ask if there was something I could have to remove the stain. They told me not to worry about it, "it happens all the time".
When I checked out, to my complete surprise, the reception clerk told me I had to pay a fine of DKK800 for damaging company property. I agree that the situation needed to be rectified, but I tried in good faith to find a solution and was told by hotel staff not to do anything. I naively paid the money and filed a complaint as instructed.
When I asked for the manager's name, the reception clerk refused to give me her full name, and also refused to give me a copy of their policy regarding the fine or a receipt to show the charge from the cleaner.
She began to speak louder and louder when I questionned the charge so that the entire lobby could hear her talking about the damage in legal terms that made it sound as if I had done something criminal.
Best Western claims they tried to contact me before they sent it to the cleaners, but I wasn't contactable. This is simply not true - I have no record of either a phone call or an email from them, although I was required to give this info to register.
They sent the sheets to the cleaners without consulting me, or getting my approval and spent an outrageous amount of money to fix a problem that could have been handled far less expensively.
As I have never been allowed to see the policy they're applying, nor the amount of the charge to the hotel, I am not satisfied with their response to my complaint.
They did not address the fact that I was told it was OK, nor that I did not approve the charge made. They will not refund my money and have told me their complaint file is closed.
I can't trust Best Western hotels anymore, a great disappointment to me after being a loyal customer most of my life. I think other travellers need to know.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC