Poor business ethics and honesty
21/09/2016 Porter S, Glendale, United States
I was extremely disturbed that my Charges jumped up over $ 40.00 a nite on Saturday & Sunday. I was not informed of that when I made the reservations a week prior.. What disturbed me the most was th... more
I was extremely disturbed that my Charges jumped up over $ 40.00 a nite on Saturday & Sunday. I was not informed of that when I made the reservations a week prior.. What disturbed me the most was the Caviler attitude the desk clerk had when I discovered the charge increase on Saturday nite. (You are Lucky you were not charged $200.00 a nite) The then replied that this is not good customer service and this is not how you treat a Diamond preferred or any other repeat customer they have the uncanny ability to go some where else and her reply was " Oh Well ". Therefore I will stay at a different hotel even if its a house of repute before I spend another nickel at this hotel. Also I have notified my employer of the service and lack of value and I suspect that there will be no one form the Wanzel Group staying here again. less
, General Manager at BEST WESTERN PLUS Henderson Hotel, responded to this review
Our sincere apologies for the misunderstanding. I completely agree that our staff should have reminded you of these rate differences and used a much better way of explaining why the difference in rates.
I can honestly say that in 22 years in this market, I have never seen negotiated room rates being flat for every day of the week. Especially when our market is 99% driven by leisure business on weekends, due to concerts, UFC/Boxing, Rodeos, Motocross, Sports Tournaments, Music Festivals, etc...
I will take this opportunity to review guest service with all of our staff. It concerns me as we take pride in our great social media scores. Our property is consistently in the top of all website scores and we will continue to work hard to resolve any issues so we can continue to provide the great service that brought us to this point.
We appreciate your loyalty as a Best Western Rewards member and hope that this does not deter you from finding a Best Western Hotel that fits your travel needs and has room rates that you and your company are happy with.
Thank you for your comments as this helps us become a better hotel and a better representative of our great hotel brand.
We wish you safe travels.