03/10/2018 WindyRuth, Washington, USA
We were helping our son and his wife move from the Northwest to California. This was a nice mid-way point. We did check in rather late but also warned the front desk staff. The young man was very h... more
We were helping our son and his wife move from the Northwest to California. This was a nice mid-way point. We did check in rather late but also warned the front desk staff. The young man was very helpful during check-in. That was the best thing about our stay. We were so tired that we flopped on the beds and fell asleep. But, in the midst of our sleep, I realized that the air conditioning was not cooling, rather heating and the room was extremely hot. With my flashlight in hand, I looked to make sure the settings were correct and they were. I was not going to wake up the other three but come to find out, later, they were not sleeping either. We all got up around 8:30 am. Imagine my surprise to discover that the basket of guest sized shampoo, soap, etc, only had two conditioner bottles in it. That's it! The lid was off of the toilet and on the floor because the toilet was not flushing correctly and needed a new chain. AND there was no shower curtain. I was all ready for my shower so we could all get to breakfast on time so I took one without the curtain and was very careful. When we notified the front desk staff it took a long time for the shower curtain arrive--closer to checkout. Whoever was the housekeeping supervisor did not check the room. Surely the air conditioner didn't break the night we arrived and there was some warning. I just found that our room was not up to Best Western standards at all. I do not complain that often about hotels but this experience was terrible plus it was my birthday. less
BWFIS, General Manager at Best Western Fallon Inn & Suites, responded to this review
Dear Windy Ruth,
Thank you for completing the recent feedback regarding your stay. On behalf of our entire staff we would like to apologize for not exceeding your expectations. Our team thrives to be the leader of superior customer care to each and everyone of our guests. As you can understand, we take all of the feedback given by our guests, whether it is good or bad, as a learning opportunity to prevent any rare undesirable guest experience. Regarding the A/C not working, I wish you would had contacted our customer friendly front desk (available 24x7 by dailing 0) to remedy the situation immediately. We would had been happy to rectify your experience by replacing the A/C unit or alternatively moving you to a different room.
We hope you will give us another chance to provide you with a superior experience.