please be honest to your guest..
I was request 5 rooms for the same floor and confirmed already by the reception in the afternoon, but suddenly when I arrived in the evening they change 1 room to another floor due to the AC maintenance. Then I asked to let me check the room, and 1 of front office staff keep persevered that room out of order. If the room OO why the guest can't see? Just see. Its not problem right? His face looks like hiding something and keep saying many reasons, and I still want to see the rooms first. Then finally the other guy, I think his supervisor, after whispered discussion with the one handled me before, he tell me the truth that the room 1211 was taken with other guest, and tell me another reasons, another reasons that totally different with they said before..
Please be honest with your guest, then we can discuss for the alternatives. My families stayed four rooms around that taken room, and in the early morning we have wedding preparation means that is gonna be a noise.. I request the same floor to avoid complaining from other guest to your hotel, but no one from you to consider that.
Both of them just apologize without any solutions. At the end, I'm the one who ask the reception to explain the guest with a reasonable kindly reason and move them to other floor. For your concern, to avoid another complain from another guest in the morning.
My highly appreciated and big thanks to the guest who are kindly understanding guest that agreed to move to another floor.
To be fair, the room was cleaned and well set up by the housekeeping. Check out processed was quick. No problem with the wake up call and taxi request.
I stayed on 20th Aug, 1212, 1211, 1207, 1205, 1208, 2111, 2112, 2115. less
BESTWESTERNTheHive, General Manager at BEST WESTERN PREMIER The Hive, responded to this review
Dear Mr. Icofia,
Warmest Greetings from BEST WESTERN PREMIER The Hive...!!
First of all, we would like to express our gratitude for trusting your recent stay at BEST WESTERN PREMIER The Hive and sharing your experience with us. We really appreciate your good feedback on our service and room.
We do apologize for the inconvenience you experienced at the front desk. To avoid the same experience in the future, we encourage you to inform us your requests at the first hand so we can get them prepared based on the availability.
At the end, we would like to thank you for bringing these matters to our attention. All your feedback at TripAdvisor will be used as the improvements for our team to solve all the problems and we ensure that all of our facilities and service quality we provide will be better in the future.
We do hope that you still make the BEST WESTERN PREMIER The Hive as your first choice in your next visit.