In need of TLC.
The Fernley hotel,a Best Western Motel, well we have always been pleased with standards at Best Western, my views have now changed. The receptionist who checked us in was very pleasant and clear with her instructions,about breakfast,wi-fi,etc,however we were soon bought to a halt after about 2-3 hours later.We found the shower difficult to operate,on calling the reception area there was no answer.Then after visiting the reception area I was met by a very "anti" receptionist and as I explained about the shower she huffed and puffed about reading the "instructions" for the operation of the shower, "instructions" For a shower ???asking for her attendance caused further huffing and puffing.At last persuading the receptionist to attend our room,she continued to,virtually, berate me for trying to explain the problem. Then as she showed the instruction for the use of the shower,she spoke to my wife and I like we were teenagers,we are very senior and experienced travellers not expecting ant tirade from her.I then pointed out the broken toilet seat,exposing a filthy mark,she then informed us that "well I can't do nothing about that until tomorrow a broken curtain rod,the thermostat falling off the wall,making it inoperable,the bath waste was blocked,so after,at last having a shower,one was standing in 3ins of water,again not very nice, requesting another room at this late stage we were told that there were none available at this time.This girl not only let herself down,she has let the whole team down. The outside of the whole building was very "sad" and could do with a small amount of maintenance,such as sweeping up cigarette butts etc. On meeting with a manager in the morning we received a $20 discount as a placation, staying again??....No way. less
Lisa k, General Manager at Best Western Fernley Inn, responded to this review
Thank you for letting us know about your stay with us. I would really like to know the name of the front desk clerk you are talking about. There is no excuse for this kind of behavior. Our staff normally gets great review on being friendly and helpful.
I would also like to know what room number you were in. These issues should have been caught by the housekeeper and turned into maintenance to be fixed. I am extremely sorry that this happened to you. If you would like to give me a call I would love to make this right for you.
Again, I apologize and would like to hear from you! I also do not recall some one talking to me in regards to this. There are times when the clerks tell people they are the manager on duty. But again, I sincerely apologize. I would really like to speak with you.