Average property, below average front desk/management. Limited breakfast choices, very small, cramped breakfast area (seats 11).There are several places in Roswell to pick from. Room was clean, park o... more
Average property, below average front desk/management. Limited breakfast choices, very small, cramped breakfast area (seats 11).There are several places in Roswell to pick from. Room was clean, park outside your door. less
D B, Owner at Best Western El Rancho Palacio, responded to this review
Dear Wayne Murray,
We apologize that you felt it that way. Hotel management has gone through video & audio footages, you were told two times that to make RESERVATION ON POINTS you have to contact Best Western Rewards, also you had one whole day to figure out. You checked in at 3 PM, and came to front desk after THREE HOURS with all guns blazing, yelling and cursing at our front desk staff. Well you were told twice about free night but you didn't listen to the hotel employees.
When you came to check-out, you said that your stay was EXCELLENT.
NOTE FOR FUTURE GUESTS: Hotel management have saved CCTV footages (audio+video), HOTEL MANAGEMENT & EMPLOYEES tried best to accommodate this guest. ACTUALLY HOTEL DID HIM A FAVOR and also HOTEL followed all the protocols set by BEST WESTERN CORPORATE (Best Western International) but HOTEL got penalized for following protocols and instructions set by Best Western corporate.
Future guests, please do consider reading through other reviews on Tripadvisor, we are known for our superior customer service, and if any future guests would like to go through recordings, hotel has every single right to show you the footage.
Also Best Western International didn't help the property even though we followed their instructions but also Best Western International penalized this hotel for no reason and sided with the guest who was 100% wrong. That is not fair. I am just calling out what is right.