Very poor customer service, blood spot on wall
31/01/2019 frenchmarisa, Littleton, Colorado
I am going to start by saying that there was a blood spot by the toilet in my room. Also cleaning lady was cleaning a room next to mine at midnight. Made some noise, nothing terrible but unusual to se... more
I am going to start by saying that there was a blood spot by the toilet in my room. Also cleaning lady was cleaning a room next to mine at midnight. Made some noise, nothing terrible but unusual to see maids at night working.
The check in was OK, the gentleman who checked me in made eye contact but did no ask me if I needed help. I had to basically tell him everything and ask about amenities and all. It would have been nice of him to be proactive, a simple "are you here to check in?" would have been nice. He was nice but exaggerated the breakfast items while describing the next morning breakfast. He told me there would be lots of food of different types including fresh "pico de gallo" but the next morning when I asked the waitress told me they never had it. The food was actually good and there were lot of options, bread felt a little dry thought.
The parking in the back of the hotel is super small, many SUV and pick up trucks could not even back up.
They gave us a room on top floor as requested but the hotel was not busy at all and that room was facing the main street (lots of police sirens throughout my stay). Why giving a room like that when I specifically requested a quiet room and many other rooms were available?
Also, the gentleman at check out (Alfredo, and poor thing he is new) gave me grief about a gift card I needed to use. He did not know how and made little attempt to help. He tried to tell me to use the card another visit! But as soon as I told him I work in the industry he started making phone calls and be proactive. He told me he would talk to a manager and later send me the receipt via email. NEVER HAPPENED! I called back at night and the lady at the front desk told me she never got the message nor the card but eventually the problem was solved.
I work in the hotel industry as manager and I can tell the people working here have poor customer service and are not properly trained. If a client is disappointed or mad the best thing to do is having proper manners and words of understanding not shrugging off the situation. less
BWDPI, General Manager at Best Western Des Plaines Inn, responded to this review
We apologize you were not satisfied with your stay. We will look into the issues you brought above and will communicate with our staff. We hope you can give us a second chance to make your stay a much pleasant one.