Need a Hotel Management System
18/03/2016 Mike M, Grapevine, Texas
The individual staff members were terrific, but the hotel property and systems were antiquated. The hotel required a 3 day advance cancellation without a full room charge penalty being incurred. Flo... more
The individual staff members were terrific, but the hotel property and systems were antiquated. The hotel required a 3 day advance cancellation without a full room charge penalty being incurred. Flooding in LA was a concern, but we were able to make it to hotel by 9pm. We had not cancelled our stay, but our reservation appeared to have been gone or cancelled. Hotel staff required us to provide credit card again, but equipment wasn't working, and so we waited well over 20 minutes while staff tried to validate credit card again. They had to leave front desk and take my card to a back room repeatedly. Hotel management had to be contacted by phone to allow us to stay and use AAA card for discount even though my prior reservation had confirmed. I did present my printed Best Western confirmation page with confirm# and AAA rate and credit card guarantee. Cleaning and other staff were very friendly, but hall carpet smelled of mildew. Front desk staff was very friendly, but again at checkout I could see their systems were all out of date and not working properly. They couldn't print a simple final bill for me. First I had to wait as the only person at front desk was doing breakfast cleanup, then had to answer incoming front desk calls, then could finally help me. She was very nice and tried to accommodate, but again had to disappear to back room for a long time. When I went down hall to ask about, she didn't know if or how long it would take to print my bill/receipt. I decided to leave. This hotel seemed to be operating like a hotel would have 25 years ago, but without the manual systems in place back then. Completely paralyzed by normal hotel technology, or lack of it. They don't belong in Best Western family unless they can modernize. Again, the staff was trying very hard, but clearly not the issue. less
bestwesternplantatio, Webmaster at BEST WESTERN Plantation Inn, responded to this review
Thank you for your comments and for leaving an extensive review. We are very sorry for the obvious lack of efficiency that you were exposed too. We do take your feedback very seriously and will be looking into this with great concern and where necessary to update our systems. We do pride ourselves on our customer care service. I am pleased to hear that you found the staff friendly even thou we did let you down on this occasion. We do hope you will give us another try in the future.