They keep finding ways to disappoint
12/09/2018 NyLynne, Massapequa, New York
This is not a bad hotel - it's clean and comfortable, good location and very good prices. I stay here often. But sometimes the service is just awful. I arrived in the evening early this week after ... more
This is not a bad hotel - it's clean and comfortable, good location and very good prices. I stay here often. But sometimes the service is just awful. I arrived in the evening early this week after a long drive in the rain, and the receptionist announced that she had my reservation, and I had to pay. I showed her the confirmation I had that it was a paid reservation. That did not matter; she needed some number from the booking agency to enter in her system to reflect that a payment had been made and she couldn't find it. She decided that, because the agency I'd booked with had not paid the hotel, I had to call someone there to get this straightened out for her. I was in no mood for that, and suggested that she call the booking agency and find out why my payment hadn't been processed to the hotel. Reluctantly, she did call and from what I heard from one side of that call, this was something she could have easily resolved on her end by going to their website (the hotel part, not what the guests see) - it was all right there. The person on the phone walked her through the process and got this resolved. Why wasn't that receptionist trained on how to check reservations, especially if it says its a PAID reservation and she doesn't see how her property is getting its money? And to tell a tired guest standing in the lobby who had that PAID reservation to call the booking agency to get this resolved for her? Seriously? less
Sarah R, Front Office Manager at Best Western Chambersburg, responded to this review
Thank you for taking the time to fill out the survey about your recent stay with us. On behalf of everyone here, I would like to apologize for not meeting your expectations. It is the staffs duty to do what they need to do to help the customer. I hope this stay does no reflect on you staying with us again.