Worst customer service by management and no safety
02/01/2019 Katie S,
At 2 am my husband and I woke up to someone attempting to enter our hotel room and their key worked. Luckily we had the deadbolt on and they couldn’t enter. It was extremely unnerving and upsetting as... more
At 2 am my husband and I woke up to someone attempting to enter our hotel room and their key worked. Luckily we had the deadbolt on and they couldn’t enter. It was extremely unnerving and upsetting as we could hear the hotel staff tell the man attempting to enter our room that she didn’t know anyone was in the room, They next morning I went to the front desk to talk about the issue and speak to the manager. The woman at the front desk said she was made aware of the incident by the night staff and that it was because we had checked in part way through our reservation so she didn’t think anyone was in the room. I told her that was not true as we checked in the first night of our stay and the woman at the front desk confirmed this by checking our reservation. She said she would make her management aware and have them call me. They never called that day and we folllowed up again. They offered the next day to give a 10% refund of our stay and said management would follow up. Management never followered up and when we checked out I was told we would be issued an $11 refund. My hotel bill was over $300. She said she would check it into and send me a detailed bill listing the refund. I got an email that same day from the hotel saying the $11.05 refund was for one night only and that management confirmed this. I followed up saying this isn’t what was offered and again got the response that management was aware but busy. Five days later and still no response from management. They obviously do not care about the safety of their guests. Very upsetting to know they double issue keys for rooms and then management doesn’t even keep their word on refunds or care to provide customer service. I will never stay here again during our trips to Joshua Tree NP. less
2030aw, General Manager at Best Western Gardens Hotel at Joshua Tree National Park, responded to this review
I’d like to apologize for your stay with us not being what you expected and would have liked it to be. Myself and my Team always strive to deliver superior customer service to all of our Guest, and from your feedback that wasn’t given to you during your stay. I will use this feedback to help us grow and improve as a Hotel so, that in the future we are able to give the high quality service we always want to offer. No, Staff didn’t lie about Discount or as to what happened. It was my Night Audit Associate that was directing a Guest to a room in your area and mistakingly opened your room door when it was the room across from you that was open and available for the Guest who was checking in. Apologies were giving to you in this mistake by my Front Desk Team, it was explained to you by not only one Desk Superior but also the Supervisor of Housekeeping as well. No, Guest was given a Key to your Room and outside of that error that happened your first night, no other issues arose. You were given a 10% discount however, you booked through a 3rd party and the refund has to come from them as it has already been issued by Hotel. You were talked to directly about every that happened and what the Hotel was doing about the matter, as before you left you stated you were grateful and appreciative to what was done and given.