This entire experience was a nightmare. We booked 6 rooms under a group reservation. We had 11 people here for work, stopping literally only to shower and change, and dealt with the check in from HELL... more
This entire experience was a nightmare. We booked 6 rooms under a group reservation. We had 11 people here for work, stopping literally only to shower and change, and dealt with the check in from HELL! Julissa or whatever her name was had an attitude throughout the entire check in process.
She explained there was a $50 incidentals charge per room, no big deal. Throw it on the company card. However, she then proceeds to ask if I want to put it all on one card, but starts swiping it individually. Immediately I stop her, explain that if you run this card for the same amount 6 times at the same location, out of state from where the card was issued, it would flag as fraud. I’d have to call the company owners to call chase, etc, to lift the fraud, and we simply didn’t have time. Asked if she could just swipe once for whatever the total was for the remaining incidentals. She refused. Got short. Told me if I had an issue to call the supervisor because that’s not her problem. She was doing it her way or we could forfeit the rooms we prepaid.
Took the card she told me had the supervisors number as she told me to call now, and the damn number rang the hotel. Seriously?! I asked why there wasn’t someone trained in management working the night audit. Asked when a supervisor would be available. She then proceeds to tell me to call tomorrow...which didn’t resolve the predicament tonight. So I asked what time she’d be available tomorrow, then magically there wasn’t going to be a manager or supervisor even on the schedule tomorrow per Julissa. Weird...36 hours without anyone trained in management even scheduled or available...sounds pretty sketchy.
I travel literally 4 days a week, every week of the year, for work. I stay in hotels all across the nation, and never have I dealt with such attitude and ignorance. This girl was barely trained or capable of doing her job, which is not her fault. That is just a reflection of the management of this property. A DISGRACE to best western as a brand. less
BestWesternHotels, Corporate at Best Western Fort Lee, responded to this review
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. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. - Best Western Hotels & Resorts