Lost loyal customer!
13/09/2016 tylex 1, Joliet, Illinois
Definitely disappointed with this location as of today. Highly praised them in a previous review back in June, 2016. Since then I’ve stayed twice and booked two other reservations for future stays. I... more
Definitely disappointed with this location as of today. Highly praised them in a previous review back in June, 2016. Since then I’ve stayed twice and booked two other reservations for future stays. In December 2015, I those multiple bookings over the phone with Gabby and one of those stays was for this upcoming SIU weekend. During my booking I asked to reserve for 2 nights. Due to recent family matters, I called this morning and spoke to Gabby to change my reservation for only 1 night. She said I couldn’t change because it’s a 2-night minimum. Being that the 2-night minimum was NEVER mentioned during my original booking, and that I’ve been a loyal customer to the hotel who was trying to use my reward credit this stay, I asked if anything could be done to edit the stay to one night. She was not helpful what so ever and I hung up to call customer service. During that call to customer service I learned that Gabby cancelled my reservation and they couldn't do anything about my reservation or the issue I had. I called back immediately and my reservation was reinstated, however was told to call back to speak to the General Manager, Brittany. Called back twice and both times she was “on the phone”, called back a third time and she left the building. Finally, after a half-day runaround, I got a call from a random Karen or Kathy that said Brittany said nothing could be done. Completely bad customer service and no wonder, they said management has changed since my June review! Brittany never took the time to call me back so I cancel this current reservation and all my future stays. I will not be back to this location! I’m sure an SIU family would have LOVED to book the one night I was trying to give up, but instead they rather lose a loyal customer and great review! Now I have NO hotel room and obviously the surrounding area is booked. Overall, I rather have no hotel then be force to stay 2-nights after being rudely treated. Just plain disrespectful! less
Brittany F, General Manager at BEST WESTERN Saluki Inn, responded to this review
I'm so sorry to hear that you didn't receive the service that you deserve from us regarding this reservation issue. Unfortunately, I was out of the office yesterday and as such could not return your call. I would love to speak with you directly regarding this matter. Please contact me at your earliest convenience at firstname.lastname@example.org via email or 618-351-6611 via phone.