18/06/2017 Denise W, Waukesha, Wisconsin
If you get here and Erika is helping you.....turn around and leave! Upon check in, I asked for late check out as I was running the Yellowstone Half Marathon. I was given an extra half an hour past ch... more
If you get here and Erika is helping you.....turn around and leave! Upon check in, I asked for late check out as I was running the Yellowstone Half Marathon. I was given an extra half an hour past check out. I would have liked more, but was thankful for that and would make it work. At 11:25 the day of check out, our room phone rang and my husband answered it. It was Erika calling to remind us to leave. My husband said "yes, we are just about to leave, we'll be out in 10 minutes". She rudely responded with "you have five minutes or I'm charging you a late fee." Are you kidding me? A loyal Best Western rewards member and you're threatening me over 5 minutes? HORRIBLE CUSTOMER SERVICE! I then called her back to question it and she was extremely rude. I understand that the hotel was full and we had to be out. We were ON OUR WAY OUT! We were not going to be late checking out. Had she not both wasted our time with her rudeness and angered us with her unprofessional actions, we would have even been gone 5 minutes early! I have never at any hotel, anywhere in the world had a front desk employee call me and threaten me to get out. I would never stay at this hotel again, and honestly would have to think hard about staying at a hotel owned by the same people if they allow an employee to speak to a loyal customer like that. Up until our interaction with Erika, our stay had been very pleasant. Thanks to her, it ruined our experience and we will never come back. less
Terri-manager, General Manager at Best Western Desert Inn, responded to this review
I sincerely apologize that you believe Erika treated you rudely. We do not want any of ours guests to feel that they are not welcome. Erika usually gets very good comments. I am not sure what went on to cause her to treat you in a unkind way. Erika is no longer an employee of the Desert Inn and has taken an assistant GM position at another hotel. Once again a apologize for the actions of my former employee.