Guests are not their first priority at this hotel!!
16/04/2019 BusyB075, Humble, Texas
This property has got to have the rudest, most obnoxious staff I have ever the displeasure of encountering. Not knowing the breakfast area closed at 9 am (we probably should've looked ourselves, but n... more
This property has got to have the rudest, most obnoxious staff I have ever the displeasure of encountering. Not knowing the breakfast area closed at 9 am (we probably should've looked ourselves, but no mention of breakfast hours were offered up at check in as most hotels do) we left our room on the 3rd floor about 915 am to check out the selection. After waiting 15 minutes for the elevator to reach the 3rd floor, we began our journey to the first floor. When the elevator doors opened, we were delighted to find out they offered a free housekeeping cart obstacle course. 3 huge carts complete with 3 housekeepers blocking every angle of trying to get to the lobby. I'm not sure what the one housekeepers "baby daddy" did, but the other 2 sure as hell weren't going to move their carts to accommodate guests trying to get out of or on the elevator while they were chatting it up with one another. I get they do not have service elevators, but a manager that allows their staff to block the elevators and most of the hallway leading to the lobby, while the staff stands around and talks loudly about their personal life is a manager that should think about a career change. That is not a manager that is training their team about guest service or thinking about the best interest of the company they work for and represent. Once we finally make it through to the lobby, you guessed it, breakfast over. (Who ends breakfast at 9 am on a Sunday???) We went outside for a bit, about 15 minutes later headed back to the housekeeping cart obstacle course. The 3 ladies were still in the exact same position chatting it up about "baby daddy". I attempted to go around the warm body and her cart that was closest to and still blocking the elevator. She purposely pushed her cart in front of me, now fully blocking any elevator access. I turned around and said "are you serious"? Then one of the staff members said "the stairs are over there, you can take those". We went directly to the front desk to complain to the MOD and her guest service driven response was "they have a job to do so other people can have a clean room". Well guess what, I can see why, based off other reviews, why rooms aren't ready at check in.. it's not because of high turn around as the GM states in his condescending replies, it is because the staff stands around for chat sessions instead of getting to work. Best Western needs to take a serious look at the staff they have representing their brand at this location. The proof is in all the reviews about the same thing. I will never spend another dime at this hotel, which is sad because the hotel itself wasn't bad, it was the staff that made this a horrible stay. I apologize this review was very long winded, but I couldn't explain our experience in lesser words. Best of luck if you choose to stay.. less
Michael B, General Manager at Best Western Galveston West Beach Hotel, responded to this review
Your feedback is noted. I apologize for the inconvenience.