25/06/2017 N141GTwayneb, Roanoke, United States
Felt ripped off from the beginning! When checking in, Becky (Asst. Mgr.) told us we reserved a King, Smoking room. When we showed her our reservation email directly from BW showing we reserved a King,... more
Felt ripped off from the beginning! When checking in, Becky (Asst. Mgr.) told us we reserved a King, Smoking room. When we showed her our reservation email directly from BW showing we reserved a King, Non-Smoking room, she argued with us and said none of those rooms were available. She then stated she could provide us with a HIGHER PRICED Non-Smoking room. We politely told her that we wanted a Non-Smoking room, but "not at a higher price" as it was not our fault the room we reserved was not available. She then repeated that our reservation was not correct. When I told her that I didn't care what her system shows, and that we were the customer and our price should be honored, as we had proof of our reservation, her response was "WOW" and she was visibly upset that we refused to pay more. She finally gave in and gave us a room with two queens for the same price as our original reservation. This was a 15 minute process of her arguing with us that should have been resolved within a minute of walking in. Since there were no more than 10 cars parked at the hotel when we arrived around 9:30 pm, it is hard to believe all of any room type was sold out. We honestly felt we were given an excuse that our room was not available so we would have to pay for a higher priced room to bring more revenue into the hotel. If INTEGRITY was not the case, Becky needs to be trained on appropriate customer service when handling these situations. As for the hotel, the room was clean, the shower didn't work well, and the breakfast was not great. less
Paul D, Front Office Manager at Best Western Executive Inn & Suites, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
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.
We are only a 40 room hotel with only 6 non-smoking single King rooms. We also have 2 smoking king rooms, which brings our total to 8 single Kings rooms. On the night in question, all NON-smoking rooms where already booked. The only single King was the smoking King. The next available room that was non-smoking was a double queen. This is the room that you where offered for the additional charge. At the time of check-in, all our records showed that you booked a smoking King room. That is standard policy to move any customer to the next level of room available at the available room rate. This is what was offered to you the customer. After pulling a 16 hr shift, because my co-worker was sick. After you arguing with me about the room, after me trying to accommodate you with the NON-smoking room and you repeatedly refusing the only NON-smoking room I had available I did use the word "WOW". After being spoke to like I was a 2 year old and had done something wrong. I never got rude with you, I never got loud with you. I accommodated you with the next available room that was open and I apologize this did not exceed your expectations.
10 cars in our parking lot does not mean we where not booked or have a semi-full house. We are a small town and rent a lot to crew and oil field gentlemen. Most ride in 1 vehicle and have as many as 6 men to that vehicle. Looks can be deceiving.
As for the shower head, you did not report this to the desk at anytime. This is a small issue that could have been fixed easily. Our breakfast provides the required fruits by Best Western standards. We have fresh banana's, 2 types of apples and 2 types of fruit cups available at anytime. Our bacon is turkey bacon, also per Best Western standards to have a more healthier choice on our menu. Please show me any sausage that is not greasy.
At any time you feel that there is something wrong at any of our hotels, please bring it to the attention of the hotel staff so that they may be able to adjust or fix the issue. Most small things are very easily fixed to accommodate the guest. If the issue can not be fixed at the time you report it, we would have moved you to a different room if needed. We all try our best to make your stay enjoyable.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 936-349-1700.
Best Western Executive Inn & Suites