Terrible check-in but everything else good.
14/10/2018 lsiak01, Detroit, Michigan
The hotel was old but recently remodeled, and the rooms were decent. Bed was a bit soft. Great with a coffee maker, microwave and refrigerator. No electric kettle though. Also extremely glad of a safe... more
The hotel was old but recently remodeled, and the rooms were decent. Bed was a bit soft. Great with a coffee maker, microwave and refrigerator. No electric kettle though. Also extremely glad of a safe. Decent wi-fi. Decent breakfast including making your own waffles. Did have to call in for the shuttle, and they used another company’s bus at night. A bit confusing. It was not in the best neighborhood, but do have restaurants and a small mall right next to it. Ideal for guests coming in without a car.
*** However, we were absolutely frustrated with the check in process. There were 18 of us, and I booked 9 rooms through Booking.com. 2 parties arrived before me. Somehow my credit card was not valid and they had to use their own credit card. After booking the rooms earlier this year, I had a problem with my credit card, and I had a new one. I updated the credit card info in Booking.com, but apparently that info did not get passed to Best Western. The same with other updates I made to Booking.com.
Took us 2 hours to check in 5 rooms. Names were wrong , we could not find a room because it was associated with another reservation, the clerk was totally confused with the Chinese names, and the Manager kept lecturing us that we ought never book it through Booking.com, that they would be able to give us a better discount through Best Western directly. I really felt like being rude and told him that it would not be a problem since I had no intention of using Best Western again.
I am being fair, so you got both the good and the bad from our experience. less
05463, Manager at Best Western Airport Plaza Inn, responded to this review
Hello, thank you for taking the time to tell us about your stay with us. We really appreciate your time and feedback. We do apologize for the time it took to check you in, I’m sure it was really frustrating. The check in process is normally very quick and smooth. The goal is to get you into your room as quickly as possible since we understand some people arriving here may be very tired and may want to get into their room as quickly as possible. With this in mind we do not look forward to taking up any unnecessary time of our arriving guest. However, in your situation the names on the reservations did not match the people walking in. Also, some of your guest arrived prior to you and where not aware that the names on the reservations were not their legal names as shown on their legal documents, i.e. passports. We have to do our due diligence and verify every reservation and credit card to prevent fraudulent transactions, I’m sure you can respect that. This is what complicated things a bit, not to mention your credit card had become invalid between the time you made them and the time of arrival. This information was not provided to the Online Travel Agency you chose nor to us. This is why you had to call them after we told you that the card used kept declining and that you didn’t understand why. It was shortly after that, that you had mentioned that you had a new card and forgot all about it, I was there when you arrived. And as far as lecturing you nothing could be further from the truth. You were told that the downside of making reservations through an Online Travel Agency is that if there are any changes needed to be made then they must be done directly through them first, not the Hotel. The benefit of making them through us, is that we control the reservation and all changes needed and or cancellations can be done through us with out a delay and immediately updated. Usually this is not considered lecturing but informing someone of the other options so that next time you can make a more informative choice. I normally don’t write this much however I felt that there were somethings that needed clarification. I further more recommend that you read more of the feedback we get from other guest and you will find that most of our guest appreciate our fast, quick and friendly staff.Thank you.