Desk staff need better manners
07/08/2019 sipxstream, Birmingham, United Kingdom
Best Western Ashoka knew from months in advanced that we were to be staying with them on the specific dates we had booked, but had got none of the paperwork or rooms ready prior to our arrival. We wer... more
Best Western Ashoka knew from months in advanced that we were to be staying with them on the specific dates we had booked, but had got none of the paperwork or rooms ready prior to our arrival. We were told that the rooms that we had booked and paid for with Make My Trip we were told were unavailable and they had tried to give us different rooms. We had originally booked two rooms - a Premium double for us and Premium two singles for my children. At the time of booking, we requested that both rooms were located next to each other so that we could keep an eye on the children and check up on them during the nights. The rooms that were given to us were not next to each other, even though the desk staff kept insisting they were, and they were not what we had paid for. We had to demand that they give us what we paid for, but even then it took a lot of effort on our part. Bear in mind that it was past midnight, the children were tired, and we had 15 people (3 families) to check-in.
The desk staff at the time was obviously flustered and didn't know what was going on at all. We had to point out what the booking referred to on the paperwork to what they were trying to give us, but they were so incompetent, it was actually unbelievable that we were staying at a Best Western branded hotel.
None of the staff that we encountered tried to make our stay any more comfortable or enjoyable at all; on the contrary, upon checkout, the desk staff made us feel like we were trying to steal from them. They went to check the room to see if anything from the minibar had been used. We explained that we owed money for a bag of Doritos from one of the rooms, but they tried to make out like we had take a Snickers bar too. They even had the audacity to go through our trash to see if we were lying, we just couldn't believe it! The manager, who said his name is Salim, along with his porter, Rahul, came down with two empty Dorito bags retrieved from our bins and asked us to explain ourselves. We explained that one of the bags was from the minibar, which we had already said we owed for, and the other we purchased from outside of the hotel; They could even see that the flavours and sizes of both bags were not the same. Seriously, this is how were treated; we were absolutely gobsmacked; never before in all the years at staying at countless hotels all over the world, has any staff gone through our trash before to try to make out as if we were lying. This is Best Western Ashoka for you. less
BWA F, General Manager at Best Western Ashoka, responded to this review
Dear Sibtain Bandali,
Thank you for completing the survey regarding your recent stay at our property.
It is our constant endeavor to provide the best of services to all our guests and that every guest of the hotel is treated with utmost professional care and hospitality.
I would like to inform you that we have addressed the matter of room type(Twin Bed) not being available at check in,Breakfast issues beginning with the fried eggs which weren't good,several reminders for Tea/coffee and the issue of Mini bar consumption upon checkout with the concerned teams and corrective actions are being taken to ensure that none of our other guests feel this way again. I can assure you this is an aberration and by no means a reflection of our true potential.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Best Western Ashoka