Risky airport shuttle, confused staff
10/10/2019 ogol17, New York City, New York
I was happy with the checkin service as well as with the room, which was large and comfortable. However, the morning experience was much different. Breakfast was ok but somewhat dull. I booked in adva... more
I was happy with the checkin service as well as with the room, which was large and comfortable. However, the morning experience was much different. Breakfast was ok but somewhat dull. I booked in advance the airport shuttle for 6:30AM , but upon returning from breakfast at 6:20 I realized that the 6 o’clock shuttle was only leaving then (meaning that the 6:30 shuttle would be 20 minutes late as well, and I would be missing my flight). I fortunately was able to hurry, grab my things, check out and get on that early shuttle. But then the receptionist came running after the shuttle, claiming that I didn’t pay for my room (even though I booked and paid in advance through the BW app plus had the credit card swiped when checking in). Initially the receptionist asked that I get off the shuttle to sort things out, but when I refused (fearing of missing the shuttle and my flight), she went in, checked again, and then confirmed that everything was ok. Other shuttle riders told me that they had similar issues when checking out of their rooms. Apparently this employee needs additional job training. less
Danny36108, General Manager at Best Western Airport Inn & Suites Cleveland, responded to this review
Dear ogol17,
Thank you for sharing your feedback in regards to your recent experience at the Best Western Cleveland. We appreciate your feedback and are disappointed to hear that about your room accommodation and service issues you experienced. We at the Best Western consistently strive to achieve high standards of service and regret we failed to meet your expectations during your past stay. We certainly would not want you to have a poor impression of our hotel and would love the opportunity to turn your stay around. If you would be so kind to provide us with a direct contact number or email; we would certainly like to further discuss how we can and Make It Right for you.