28/06/2017 Ricardo L, San Antonio, Texas
Checked in VERY LATE on a Friday night and we were assigned a smoking room with a king bed even though we did not request one. We were reassigned to a non-smoking room with two beds. Night clerk was ... more
Checked in VERY LATE on a Friday night and we were assigned a smoking room with a king bed even though we did not request one. We were reassigned to a non-smoking room with two beds. Night clerk was very friendly and accommodating. Next day, we placed "do not disturb" sign on door as we had checked in really late. Approximately 11:00, we left room and went out to have lunch. Returned to room approximately 2:00 pm and discovered that room had not been cleaned. I called office and told them we needed our room cleaned and also informed the maid as she was in the room next door. The front desk clerk this time was very rude and told us that it was our fault since we had placed the sign on the door. When we returned to room at 10:00 pm, we found the room had not been touched. Night clerk said he could do nothing for s but did offer to bring us fresh towels. This hotel will NEVER get a single penny of my money again. The maids are inept and management is badly lacking. less
, General Manager at Best Western Cityplace Inn, responded to this review
Thank you so much for taking the time to review our hotel, and thank you for your feedback. As the new manager of this property, I'm very interested in what our guests have to say.
First, let me apologize for the confusion regarding the bed types & service in the room you reserved. This is a training issues that I will definitely address with my front desk staff. We are working diligently to make improvements to our property, including retraining in every department. Our goal is a guest experience that creates loyalty.
Please know that I am doing everything I can to make that a reality. And it's guests like you, that give honest and fair feedback, that make it possible. So thank you again, and we would love the opportunity to show you how we've improved. Hope to see you again soon!