“100% non-smoking hotel” tried to place me and my family in a smoking room.
“100% non-smoking hotel” tried to place me and my family in a smoking room.
In town for a volleyball tournament. Got to hotel around 10 p.m., had called earlier that afternoon to relay late check-in. I’d made reservations three weeks ahead of time via the hotel website (not a third-party website). I had requested room with two queen beds.
At check-in, “Patrice” greeted us with a smile and a warm/courteous welcome. Sadly, things went downhill from there when she relayed only room left was a smoking room. Extremely frustrating hearing this news. Relayed I didn’t request a smoking room, and shouldn’t be put in a smoking room, and that that was not acceptable.
I appreciated “Patrice” being up front about the smoking room, prior to us finding out when we first entered the room. Patrice asked us to check out the room, see what we thought. Said an ion (??) machine could be placed in room to help with smell, if we accepted room. Also relayed big weekend with the volleyball tournament and most all hotels were sold out, but she’d try to help us find another hotel, if we didn’t accept smoking room. We checked out room, room smelled awful! Definitely not doable for us to stay in for the weekend.
Back to front desk, relayed no go to Patrice. Patrice checked system again, and relayed she did have another room, king bed with pull-out sofa. Still frustrated that what I’d reserved three weeks prior wasn’t available. I thought that was the point of making a reservation in the first place – to secure your accommodations ahead of time. Told Patrice we needed a room with two queens or two doubles or two full beds. Patrice called another hotel for us, trying to help us find another room. While she was doing that, I checked online trying to find another hotel. No luck, all booked, so our only choice was to accept the king bed room and make-do.
Because of the inconvenience, Patrice reduced our nightly room rate from $74.99 ?? to $69.99, said she’d give us extra points on our Best Western Rewards card, and gave us complimentary bottled water and snack bags. I very much appreciate Patrice’s efforts in trying to improve an extremely frustrating and unpleasant guest experience.
When we got into our substitute hotel room, read the hotel guest directory information. First item on the sheet – “Smoking Policy – Our hotel is now 100% non-smoking hotel”. HA!! – obviously NOT.
Patrice was awesome, however, we won’t be staying at this hotel again, and it’s NOT a hotel I’d recommend. less
GM_Front_Desk, General Manager at Best Western Allatoona Inn & Suites, responded to this review
Dear Mandi,
We appreciate your detailed, candid account of your recent stay with us. Though we're delighted that Patrice was compassionate and tried to accommodate you with a room that met your preference, we sincerely regret that your experience was not what you were anticipating and that we were unable to place you in the original room that you requested. We are indeed a 100% non-smoking property, and we do our best to enforce this policy, so we will ensure that all of our rooms are investigated for compliance. Thank you for your feedback, and we wish you all the best along your way.