Lacking in Customer Service at Front Desk
17/07/2017 rscoot, Milford
On Saturday Morning we waited a long time for the elevator and it never came. My knee was giving me trouble and I didn't want to take the steps but after a very long time I decided that the elevator ... more
On Saturday Morning we waited a long time for the elevator and it never came. My knee was giving me trouble and I didn't want to take the steps but after a very long time I decided that the elevator was not coming. When I got downstairs I saw that the employees had the elevator blocked with their cleaning supply cart. I mentioned it to the front desk and she informed me that the elevator was prioritized for the employees in the morning and I would just need to deal with it. I did mention about customer support and ADA and she shrugged her shoulders and said that is the way their BW operated. I also gave her my rewards $10 card so that she could take it off of the bill. She was having computer difficulty printing my receipt and said it would show up on my receipt when I checked out. She lied to me. She was upset that I complained and did not bother giving my my $10 off of the bill. I had to ask for it to be corrected the next morning. This was the worst customer service I experienced at Best Western. less
Rosie W, General Manager at Best Western B. R. Guest, responded to this review
Dear Raymond Miller,
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. At Best Western we strive every day to provide a superior customer experience. I am sorry we weren’t able to do that for you. We will use the feedback you gave us to implement improvements to ensure we provide a better experience in the future.
Because we value your business, we would like to provide you with a 20% discount to use towards a future stay. When you’re ready to use this discount, please contact me directly and I will personally assist you with your reservation. I do apologize that the elevator was busy that morning. The housekeepers do arrive at 9 to get started so you may have crossed paths at the same time due to that. The billing of the travel card doesn't happen until check out, so it wouldn't appear on your bill until then.
Please consider staying with us again so that we can have another chance to provide you with superior service. You can reach me directly at 740-453-6300.
Best Western B. R. Guest