Terrible customer service
29/12/2016 thesuz2016, Gurnee, Illinois
I booked this hotel for my wedding guests. The wedding was at another location down the road. The bridal party and immediate family were staying at the hotel the night prior to the wedding as well. Th... more
I booked this hotel for my wedding guests. The wedding was at another location down the road. The bridal party and immediate family were staying at the hotel the night prior to the wedding as well. The manager did not give much of a discount on rooms and the room-block rate ended more than a month prior to the wedding, so most guests booked online to get a better discount… Because of that, when I asked how many people were in the block, they couldn’t give me an answer. When I asked how many people were staying the night prior to the wedding (to see if they could comp my room) they couldn’t give me an answer. And then said “we wouldn’t comp it anyways”, even though they said they would when I originally spoke to them
The manager does not reply to emails. If she does, she’ll answer one question at a time, and then you have to email her 3 more times to get an answer to the rest of your questions. Also, she’s either out of the office all of the time, or she dodges phone calls. However, whenever I went there to discuss things, everything was fine and she was very friendly and helpful. So, if you have all of the time in the world to go back and forth to your hotel during the planning process, this is the hotel for you. To be clear I had simple questions – how many people in our room block, needed to reserve the groom’s room, asking what food they have there so I can order the after-party food early. I ended up ordering the after-party food about 5 minutes before my rehearsal (because she never got back to me and didn’t know what she was doing when I arrived).
Side note – the food is not very good. My guests ended up having pizza delivered instead…
Everything is very unorganized. The employees of the hotel apparently do not communicate to each other about anything, so, don’t expect anyone to know anything, except for the person you spoke to.
The end. less
Mary C, Manager at BEST WESTERN Executive Inn, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.