Rude front desk person, who said they were the manager.
18/06/2018 ztinyhealer, Orlando, Florida
I booked a three night stay at this hotel due to construction being done in my home. I arrived and was told they had my paper reservation, but no credit card information was on it, and that he would... more
I booked a three night stay at this hotel due to construction being done in my home. I arrived and was told they had my paper reservation, but no credit card information was on it, and that he would have to bill me for the stay. I tried to explain to him that I had already been charged to my bank and didn't want to be billed twice. The manager was very condescending, and wouldn't listen to me, just kept talking over me and saying, if I would just let him explain, but then would tell me again he had to bill me for the hotel stay. I gave up trying to talk to him, realizing he wasn't going to listen to me, and he seemed annoyed that I had used a third party. I talked to the customer service at priceline, they called the manager and talked to him and called me back, I was sitting in my car, I wanted to be away from that horrible manager. The representative from Priceline said he would let me out of the hotel stay and refunded me all my money back, and even she had to agree that the manager was rude. Per there policy, I had to wait 24 hours for a refund, and since I had no money to get another hotel, I had to sleep in my car the first night. I chose Best Western for previous experience staying at Cocoa Beach, the staff was so friendly and welcoming, they make you feel like a VIP. This was such a contrast, I was literally in tears over how I was treated, and would not set foot in that hotel again if it was free. I was so excited about havingg a King Suite and a Waffle House right next door, which I love, then it all turned around on me because of a rude manager. I don't know the reason for his unprofessional and rude behavior, but I can't understand why Best Western would have this sort of person representing their brand in such a negative way. I would like to be able to like this brand again, but I don't see how. less
Juli U, General Manager at Best Western Airport Inn & Suites, responded to this review
Dear Valued Guest,
On behalf of the BEST WESTERN Airport Inn & Suites, kindly accept our most sincere apologies for not being able to provide you the high standard of hospitality which is the general norm of our hotel.
We genuinely regret the misunderstand between you and our Front Desk Manager Alex, that we understand was requiring your personal c.c for incidentals purposes, (our standard procedure in every check in process.)
We ask you to pardon the inconvenience caused to you during you visit to Orlando.
We hope you can give us a second opportunity to provide you with a better, and memorable experience in the near future.
Do not hesitate to contact our management team directly in order to make your reservation.
At your Service,
Juliana Usquiano
General Manager