JamesDagenais, Chiang Mai, Thailand
Traveled with partner
13 Dec 2019
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We checked into the Best Western Tokyo Nishikasai on December 3 thru December 12th. Upon going to our assigned room 416, I saw the room was for one person with a single bed. I thought the desk clerk just made a mistake since we booked a double room for 9 nights. The female desk clerk said room 416 is for two people and the bed is a semi double bed (single bed). I asked if we could have another room which she replied no. I request a refund which she said was not possible. I requested to speak to her supervisor, and she told me she was the supervisor. It was obvious this desk clerk was being less than honest or delusional since she wasn't a supervisor. We endured sleeping in this single bed for two very uncomfortable nights. In all we spoke to one male and three female desk clerks who refused to help us. The fourth desk clerk was a Russian young woman named Olga. When we explained to Olga our problem she told us she would contact her supervisor for assistance. That afternoon, Olga left a nice hand written message stating her supervisor approved for us to have another room with twin beds. Ms Olga is the type of employee best Western should hire, not people who could care less about their hotel guests. I would like to thank Olga and her supervisor for reconizeing two adults can not comfortably spend nine nights in a single bed. They made the rest of our stay in Tokyo enjoyable. Other than this incident, the desk staff was always polite and helpful.
Stayed 9 nights in Dec 2019