Fire Alarm went off at 12:30 in the morning among a few other glitches...
03/02/2019 jsekeet, Ravenna, Michigan
My mother-in-law and I checked in on Monday, January 28th. We got a shuttle from the airport and the guy driving was not very personable...it was an awkward ride in. We got to the front desk to chec... more
My mother-in-law and I checked in on Monday, January 28th. We got a shuttle from the airport and the guy driving was not very personable...it was an awkward ride in. We got to the front desk to check-in and my mother-in-law was not thanked as being a member of Best Western Rewards. We got up to our room and the wall thermostat was not connected to our actual PTAC unit..it took a few minutes to figure it out... but why have a wall thermostat if it's not connected? We had it set at 72 for the longest time and it still felt cold. We went to bed around 10 that night because we had to be up early (around 3:15am) for our flight. At approximately 12:30am that night, the whole fire alarm system went off and we didn't know what was going on, we called down to the front desk and all it gave was a busy beeping tone. We threw shoes on and a light jacket and went downstairs to outside in our nightgowns. There was a group of people congregating and nobody had seen the Night Auditor lady for a while. Eventually 15 minutes into the insane wailing of the fire alarm, she came outside and said she was waiting for the ALARM COMPANY to come shut off the system...WHO KNOWS how long that would have taken! So, a fellow guest called the fire department and in a few short minutes they were there to shut off the system. By the time we all got back upstairs it was closer to 1/1:15am and we had to be up in a couple short hours. We had a wake up call scheduled for 3:15am but we never got it. Luckily I had opened my eyes at 3:30am because we had to be on the 4am shuttle to catch our 6am flight. We threw clothes on and went downstairs around 3:50 and there were a few other ladies waiting to go to the airport as well. The Night Auditor was very rude to the shuttle driver basically yelling at her in front of us that she had to go NOW. The whole ride to the airport was kind of tense.
As a front desk employee at a competitor hotel in a different state, there are many issues that could easily be fixed...starting with helping the staff be more personable and helpful. less
BestWesternHotels, Corporate at Best Western Airport Inn, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. - Best Western Hotels & Resorts