Rude management who do not care about guests
13/11/2016 Cathryn C,
I was shocked and appalled by the complete lack of care and concern we were shown during a violent storm that caused a total blackout during our stay. We were not offered any help or information and h... more
I was shocked and appalled by the complete lack of care and concern we were shown during a violent storm that caused a total blackout during our stay. We were not offered any help or information and had to go out to buy our own candles and a lighter! The rain came in under our door and flooded the tiled floor, it also leaked through the windows onto the carpet. I called the reception in the morning, when the power came back on and was apalled by the attitude of the manager who showed no concern, offered no help or compensation and said "it's not our fault!" less
Chaffeys, General Manager at BEST WESTERN Chaffey International Motor Inn, responded to this review
Hi Cathryn C,
Thanks for your review, I would like to clear up a couple of things though as it seems your recollection may be a little clouded.
Unfortunately mini tornadoes are out of our control.
When the black out occurred, we had a Staff Member go to every room that was in house and advise the Guest as to why the blackout had occurred and when we were expecting the power to be returned and also if they required any candles that we would be happy to provide them.
You in fact came into our Bar area and collected some candles off my wife to take back to your room.
When you called in the morning to request some extra towels you did advise us that you had some water enter your room (as did other guests unfortunately), your next statement was that you were not paying as you did not get what you had paid for, to which we replied that unfortunately the storm was out of our control.
You did question if any other guests had complained and it was explained to you that no, everyone had been very understanding because this was an occurrence that was out of our control.
We were actually commended by the majority of our guests on how the situation was handled. We have guest comment cards in each room and these are a couple of quotes "Kept informed during the power outage due to the storm "- N. Cope, "Had dinner during a blackout storm and everything was still delicious" - S. Charles, " With the events of the first nights storms & power outage the staff took the time to let every guest know when the power would return and that everything was ok, offering lights and candles" - A. Karutz.
We treat the safety and comfort of our guests with the upmost importance and going by these other comments I believe we handled the situation adequately.
We are sorry that the storm occurred especially as it caused significant damage to town and some minor damage to our property, but we are also very happy that no one staying with us was injured or had any property damaged during it.
Ben & Melinda Layton