NOISY and Unaccommodating to guest
16/10/2018 McQ101009, Rochester, New York
We booked this hotel for 3 nights, and after the 1st night, we requested a room change due to the noise of being on the 1st floor. We advised the hotel staff that we were staying for an additional 2 ... more
We booked this hotel for 3 nights, and after the 1st night, we requested a room change due to the noise of being on the 1st floor. We advised the hotel staff that we were staying for an additional 2 nights, and when we left the hotel at 8am, we were told we would receive a call to confirm our room reassignment. The hotel was sold out for Saturday Night, HOWEVER, we requested this BEFORE all guest checked in, and the hotel was NOT sold out Friday Night or Sunday Night. We made this request EARLY enough that the hotel could have EASILY switched our room to the 2nd floor as requested, however, when we returned Friday Saturday Night, after NO PHONE CALL as promised, we were told "the management stated we could not change rooms due to the hotel being sold out!" Well, I am sorry but we were spending 3 nights in this hotel, and SHOULD have been accommodated to change rooms over some other guest who was just in for 1 night. There was plenty of time before new guest check-in at 3pm to change our room. We packed EVERYTHING into a neat pile in our room, so it could be easily transferred, and NOTHING was done. The Gentleman at the front desk said it was out of his control. So we spend another night being woken up by the guest above our room. I think this is completely unacceptable. Again, we were staying for 3 nights. There is no reason our room could not be swapped out to accommodate our request for the 2nd floor. I am very dissatisfied with this stay as we were woken up every night due to the noise of other guests. Unfortunately we will not be back, and I can guarantee you I will NEVER accept a lower floor room again. Thank you. less
Jay K, Manager at Best Western Denton Inn, responded to this review
We apologies for your inconvenience . Every guest is very important to us, we try our best to accommodate them and make their stay pleasant. But some time situations are not in our control to make that happen. Please accept our apology and give us a chance to serve you batter.