13/12/2016 roadtripper33918, Simsbury, Connecticut
We were there over Thanksgiving. Our maid came on that day and gave us different pillows per our request. The maid never came on Friday, and we didn't realize it until we came home late that night. ... more
We were there over Thanksgiving. Our maid came on that day and gave us different pillows per our request. The maid never came on Friday, and we didn't realize it until we came home late that night. When I complained at checkout on Sat, I asked the desk clerk to speak with the manager about this and to see if I could get a credit of some sort. The manager wasn't available so the clerk said she would pass on the info. We have a daughter and new grandbaby in the area and expect to be needing a hotel often. I never heard from the manager. I called back about a week later and again, the manager was not available. The same desk clerk ( who was friendly, sympathetic, and also was managing the breakfast area while we were there) said she had passed on the message, and would do so again. A week later and no reply. I'm booking my next stay at the nearby Comfort Inn. less
BWStarGazer16, media at BEST WESTERN Firestone Inn & Suites, responded to this review
Our apologies for the confusion! For Thanksgiving week, our housekeepers were given Thursday and Friday off to enjoy the holiday with their families. Our desk staff was supplied and prepared to restock any needs our guests had. There were notices at the front desk, and staff were to give reminders as well. (It is not our policy to credit on holidays that housekeepers are off-duty, as we are careful to notify guests that they will not be receiving room services)
Our manager is available in the mornings, Monday through Friday.
Again, we apologize for the confusion, and hope you'll stay with us again.