Unproffesional and very shady management
We chose this motel for 2 reasons - location (airport) and Best Western ( you think a good professional standard ), well think again.
First the young man, instead of a nice greeting looks down at his ... more
We chose this motel for 2 reasons - location (airport) and Best Western ( you think a good professional standard ), well think again.
First the young man, instead of a nice greeting looks down at his screen and tells me your card was declined and you are lucky to have a booking, well when I finally did get a confirmation there was NO note of declined card, I did receive a confirmation. I will just also note that it took 3 days to book via the motel website, it kept coming with error fault at the final stage for 3 days, where it was bookable on Booking.com. WHY?
Anyway this young man proceeds to ask for the original card that I used to book the accommodation, I give it to him, than he wants another card I ask why, because your card was declined, this is before he even tried to charge my card - which I thought had already been pre-charged. Than he wants another card head scratch why? - because he needs to write the numbers down - why - for a $100 deposit ?? Most motels/hotels and we certainly used to when we managed a Best Western Motel did a pre-authority, not writing down very sensitive and private card details. At this I am extremely suspicious of this young man. In steps another gentleman explaining to me the need for security etc - stop right there mate - I know all about that, but this is how it should have gone :
Good evening sir welcome to the Best Western Melbourne Airport Motel and than you can ask me for photo ID - no issues, you can ask for a credit card, take a deposit and I all good with that, it is how most well managed motels/hotels work.
SO i finally get a room key, parking forget about parking, they sell the guest car parks to long term parking, you will need to park outside on the street.
I am frustrated and stressed just writing this review, bottom line be very careful if you choose to stay at this Best Western it is not up to standard and I would advise stay elsewhere, where it a little more professional in management. less
, Owner at Best Western Airport Motel And Convention Centre, responded to this review
Good morning Doug,
Thank you for your time to leave us a review following your recent stay at Best Western Melbourne airport. I am very disappointed to see the check-in process wasn’t a smooth one and left a bitter taste for you.
I am actually shocked when reading the review, last time we had a 1-star review was back in 2019, meanwhile, I also can feel your frustration as I had the same experience somewhere else when I was on a business trip. I am glad to see the room itself was clean and comfortable.
You are right Doug, a professional receptionist would explain procedures and reasons behind it to guests much better and clearly in a warm manner. I don’t have any excuse for this incident we simply need to train our staff better from the moment we receive your reservation till the moment you left the motel.
What I can make sure of is we will take your review further and speak to all staff involved with your reservation not only the guy who check you in and also whoever made your reservation. We will look into our booking engine at the same time making sure it is glitch-free.
If you do have another event that needs accommodation around Melbourne airport Doug, please email me directly at bobby@airportmotelmelbourne.com.au, and I will look after you from there.
Kind regards
Bobby L
General manager