Not completely satisfied
22/10/2018 fanofbuckeyes, Navarre Ohio
Prior to making our reservation, i had inquired at two other hotels regarding their earliest shuttle time to the airport and on site parking while we were on vacation. I chose Best Western for their l... more
Prior to making our reservation, i had inquired at two other hotels regarding their earliest shuttle time to the airport and on site parking while we were on vacation. I chose Best Western for their location and shuttle time (4am).
I made a 4 am shuttle reservation at the time of booking my hotel reservation, over a month prior. We arrived in the lobby at 3:45 am and inquired as to where we should wait for the shuttle. I was told that another party was ahead of us and that my reservation was for 430. I told the clerk that she needed to check her paper that i signed in on and the computer because it confirmed 4 am and that i
Had just confirmed our shuttle time when we had checked in the night before. I was once again told that the other party was ahead of us. Fast fwd to our return. I was given a business card and told to call once we retrieved our luggage. So, I called and told the clerk, my name, that we had our luggage and was ready for the shuttle to pick us up at the airport so we could retrieve our car that was parked there. She acted had no idea what i needed to be done, asked me my name four times and i had to explain to her several times what we needed. Finally she said the shuttle would be there in 10-15 min. Thirty minutes later, still no shuttle so i called the hotel again and the shuttle showed up. Upon pulling into the hotel, the driver asked if we were parked in the rear left lot, and i replied, no we are under the overhang. He said, for future stays, you are not allowed to park there during extended stays. I told him, my husband asked the clerk who had just filled out our extended parking information if he was allowed to park there, her reply was yes, as long as it’s not a handicapped spot.
There seems to be too much confusion, inexperience or something at this location. It is doubtful that we will stay again. less
Danny36108, General Manager at Best Western Airport Inn & Suites Cleveland, responded to this review
Dear fanofbuckeyes
Thank you for your review of the Best Western Cleveland Airport Inn & Suites. Please accept our sincerest apologies for the Shuttle issue you encountered. I can only imagine how frustrating that must have been and that it only happened at our hotel but not another one as well. I would also like to apologize for the level of service that you received when you brought it to our attention. Your comments will be addressed with my staff to ensure that we are always providing exceptional service to our guests. I hope that we will have a chance to make up for this during your next trip to Cleveland.
Sincerely,
Danny J.
General Manager