25/09/2018 copperdebbie, Orange County, California
We (myself, my sister and cousin) stayed at the Best Western Arizonian Inn in Holbrook, AZ. We originally booked our room for two nights, 9/16-9/18 and then we needed to extended our reservation for a... more
We (myself, my sister and cousin) stayed at the Best Western Arizonian Inn in Holbrook, AZ. We originally booked our room for two nights, 9/16-9/18 and then we needed to extended our reservation for another night the night before we were due to check out. The front desk guy that was there between 8-9pm on 9/17/18, said that would be okay and he charged my card for the additional night.
After arriving from a very hectic day of trying to get my senior aunts medical affairs in order, we go to our room but none of our room keys are working. We make our way down to the front desk, to our disbelief and astonishment they inform us that our keys were not working because there was someone staying in the room. They had taken our belongings and placed all our food into garbage bags and moved it to their back office. At this point I am in tears not knowing why this has happened, the other staff members look on and smile mockingly at us. None of the front desk staff even offer an apology for their actions or even an explanation. Jesse the front desk manager never apologized for the ill treatment we received from Michael or from her, she herself never offered an explanation for their actions. Until now I still have not received an explanation or an apology for the events that occurred on that dreaded night.
I have never experienced anything like this before. This hotel and it's employees have no respect, consideration or at the very least empathy for their guests. I will never stay or recommend this hotel to anyone. less
BWArizonian, Manager at Best Western Arizonian Inn, responded to this review
We apologize for your experience. Unfortunately, there was a miscommunication between the front desk staff and the housekeeping staff. The housekeeping staff did not realize that he reservation was extended, therefore, we moved the luggage into our office. We apologize if our staff was not polite and considerate. We will train them to handle this type situation more professionally.