Unhelpful Staff / Disgusting Customer Service
04/11/2019 Rachel B, London, United Kingdom
Have not actually stayed at this hotel yet having booked for our wedding evening. I have asked three times if we could check in at 2pm instead of 3pm due to the fact we are getting married and need to... more
Have not actually stayed at this hotel yet having booked for our wedding evening. I have asked three times if we could check in at 2pm instead of 3pm due to the fact we are getting married and need to be at our venue by 3pm.
The hotel are not willing to accommodate this even though check in is only from 3pm-11pm as stated on their website and our wedding does not finish until midnight, how on earth will we check in at that time not to mention we have at 20 week old baby who’s cot i would like to set up before our big day.
Avoid at all costs, completely unreasonable hotel and i wish i had never booked here. less
RicardoSanta-Rita, General Manager at Best Western Atlantic Hotel, responded to this review
We always endeavour to attend to guest’s requests and wherever possible.
My team explained that our check in times are from 3.00pm onwards and where possible we will allow guests to check in earlier than the check in time. We can not make a promise that we may not be able to deliver.
We explained to the guest that if the room is not available at 12.00 / Midday , we would be able to assist the guest with their luggage and allow the guest to get changed in another room that becomes Vacant ready , when their room becomes available we would transfer their luggage to their room.
Guest was literally shouting at my team and not accepting the explanation.
Unfortunately you did not give us this opportunity.
We consider nothing to be trivial if it displeases our guests, and we take all complaints very seriously.
Again I thank you for bringing these matters to my attention as our success depends on customer’s recommendations.