Pick another Hotel, Trust Me
12/06/2017 leroyp940, Lexington, United States
I should have known what we were in for when the reservation process alone was so painful. The reservation was made online, and when I called the hotel directly to clarify a point they took forever t... more
I should have known what we were in for when the reservation process alone was so painful. The reservation was made online, and when I called the hotel directly to clarify a point they took forever to answer. When they did, the person sounded half asleep, and after I asked the question they simply HUNG UP. (I guess they didn't want to have to look it up in the system? Grew suddenly afraid of the phone? Won a million dollars and immediately started partying?) When I called back, there was no answer. (Shocking). I called the 1-800 number and proceeded to spend 30 minutes on the phone with a very confused person simply to change the date of my reservation from one to the following day. When I decided I'd rather cancel and try another hotel, I was informed that although I'd just made the reservation less than an hour before I would have had to have cancelled it THE PREVIOUS DAY (hours before it was made) and was locked in. I could choose not to use the reservation, but they were keeping the money. Ok....thanks. The bed in the room was lumpy, and the guests next door were apparently throwing a full on nightclub-level party into the wee hours, which the front desk blithely ignored. Would rather sleep in my car than go back here. less
, General Manager at Best Western Executive Inn & Suites, responded to this review
Thank you for taking the time to write a review, we appreciate any feedback provided because it helps us improve our guest's experience. I am sorry to hear that the reservation process took so long, in the future you can streamline that process by directly booking with the hotel and we will be happy to make you a quick and easy reservation. Regarding the noise complaint, our front desk staff went up to the room and politely asked the family staying there to quiet down, they had a small infant, which was the cause of the noise. Customer service is one of our top priorities and we value our guest feedback, we hope that you will give us another chance and stay with us again in the future.