Insulting Customer Service
05/09/2018 SeattleFlynn, Seattle
We have stayed here once a year for the last 15 years. This last stay in July was a horrible experience. In the early evening for about 3 hours the person in the room above us was stomping back and ... more
We have stayed here once a year for the last 15 years. This last stay in July was a horrible experience. In the early evening for about 3 hours the person in the room above us was stomping back and for, stop for 5 min and continue. It was not the normal walking or kids running that you hear in a hotel. I talked to Catherine at the front desk and she said she would talk to them. She told us we could move to the 3rd floor. Why should we move and schlep our stuff up 2 flights of stairs (no elevator).
I went back to talk to hear a few times since this stomping continued, and I asked if a manager or supervisor was here. She told me no.
The last time I went to the desk, Dan the manager walks out of the office and just looks at me, I had to ask who is was as he did not introduce himself. He had come in for this incident. He told me that I had raised my voice in front of a customer and that we could leave. I wouldn't have raised my voice if this situation had been resolved in the first place and why was there only one person working there. Dan made me feel like I was wrong for complaining and never apologized for our inconvenience. I never been treated so rudely in a hotel. He was making excuses like the noise was coming from the hall....NOT!
I asked for compensation on my room, and he refused, again saying that we could leave. I went back to my room and 15 min. later, he called and said he talked to the owner and they would take $50. off my rate.
Poor customer service and unprofessional, especially when difficult situations arise. No one had a name tag on and why was only 1 person working ther in the summer on Sat night checking people in. They all need to take a course in what good customer service is because they are clueless.
Room: The exterior of the building and the rooms have been updated in the past year, but I can't understand why the bathroom was not. Only painted the walls, but still has the same grimy floor tile, old tub/shower, and like other reviewers have said, a 1970"s elementary school size old toilet. Overall, poor value $165. for 1 night in a basic old motel.
We will never stay there again, mostly due to their customer service. I suggest to stay in Rapd City instead, which is still close to the attractions and has a plethora of hotels the same price or cheaper.
Bill C, Owner at Best Western Black Hills Lodge, responded to this review
Well as an innkeeper for 30+, I can say I have had a few guests over the years that are not going to be happy. No matter what you do to help, to resolve a noise issue, offer options, give nearly half off, and of course apologize, etc. In fact, after going through my front desk staff, my General Manager, and then me being involved, one has to wonder how far someone wants to keep at it, with their claims - maybe until it is not just half price, maybe more? This situation was blown way over the top, and although we tried, were not finding any source of noise. There are several inaccuracies in this and omitted parts of the whole story - like damage to room ceiling. The out-of-proportion claims in this review (rant), should lend a reader insight into the situation that occurred. And knowing my staff and how eager they are to help resolve things, and the language that was used by this guest against them, (as well as the lewd language used about the supposedly noisy other guest) lead me to believe we did what we could do - it was simply never going to be alright.