This was a pit stop for us on a long drive - what we really wanted was a good night's sleep. So we were very tolerant throughout a lengthy and never resolved problem with wifi.
At midnight when I trod on a sharp stone, I was too tired to get dressed and take it to reception (as the duty manager - David Palma - later told me I should have done)
The next morning housekeeping tried to get in at 7.28am. They attempted again at 7.53am and finally at 8.50am. At this point we spoke to Lynn from housekeeping who showed us that the front desk had us checked out. We went to the front desk: no, said Mr Palma, Lynn was wrong.
Of course, it's precisely when things go wrong that a company has the opportunity to demonstrate good customer service. We did not get that: we got passive-aggression, constant talking over us and even laughing at us. This enflamed an already irritating situation, exacerbated of course by lack of sleep.
The room (sharp stone aside) was good: clean and spacious. But the spectacular lack of customer service, coupled with the attempts to get into our room way before check out time, all exacerbated by a lack of accountability, means I'll steer well clear of "Best" Westerns in future.
This was the only single episode of bad service in 3 weeks in Canada and the US however, so I'm sure it's an anomaly and we'll be more careful where we stay in future. less