OK place to stay. Front desk host needs customer service training
07/06/2019 kmich2000, San Diego, California
Front desk rep needs a lesson on proper customer service. When I arrived at 2:40 on May 31, I was told my room was not ready. Understanding check-in is not until 3 PM (Even though I did a pre-check ... more
Front desk rep needs a lesson on proper customer service. When I arrived at 2:40 on May 31, I was told my room was not ready. Understanding check-in is not until 3 PM (Even though I did a pre-check in online and indicated I would arrive between 2 and 3), I was told my room would be ready "sometime after 3 PM). When I asked what does that mean considering check-in is at 3 PM and after, the front desk host just kept saying the room would be ready "sometime after 3 PM". After telling him he made no sense regarding his "after 3 comment", we left and waited in my daughter's room who had checked in earlier. I have stayed at oter brand hotels and have never experienced a delay for a check in when the hotel policy is check in at 3PM. less
BWEncinitas, Director of Sales at Best Western Encinitas Inn & Suites At Moonlight Beach, responded to this review
We appreciate your business greatly and sincerely apologize for the issues you encountered here. I admit we fell short immensely here but, also do want to note that rooms are guaranteed to be cleaned/ready by 3PM, and check out at 11AM . Now considering our check in/out times, it is during that short window that all dirty rooms will need to be cleaned, in which the maids might sometimes have to utilize that entire window of time. It is understood that you requested an early check-in but I do want to advise that is always based on daily availability.