Nightmare of an Experience.
14/08/2017 Carolann F, Vancouver, Washington, United States
Worse stay EVER!!! We booked our room and our son's and his soon to be wife's room in February of this year. Upon arrival we were rudely informed that they did not book our son's room. We booked th... more
Worse stay EVER!!! We booked our room and our son's and his soon to be wife's room in February of this year. Upon arrival we were rudely informed that they did not book our son's room. We booked the rooms for the wedding that was taking place that weekend. I was so upset because Jackie, front desk manager, informed me that they did not have a room for the soon to be bride and groom. I provided proof of payment and the reservation. Still did not fix their error. Jackie left it for the night person to take care of it. Also, she informed me that our room was not ready and I understood that because it was 1:00 p.m., and check in was not until 3:00 p.m. I signed all the appropriate information and provided my card to Jackie. The wedding party ladies all went to have our nails done for the wedding. My husband called me because our room was ready, but the night receptionist did not have any of our information, nor did Jackie leave her with any of our son's information regarding their room. Completely ridiculous and absolutely horrible. My husband had to provide his information, yet I had already provided my card for everything. Get back to the hotel after our prearranged nail appointment and our son's room was right next door to ours. So not cool. Worse weekend hotel stay ever!!! No acknowledgment for Jackie's behavior, rude attitude, and Jackie had the worse memory ever!!! The next day still no apology from her for her screw up.
Best part of the weekend was the beautiful wedding that took place at the Superstition Mountains. less
GoldCanyonINN, Front Office Manager at Best Western Gold Canyon Inn & Suites, responded to this review
Thank you for your response to your stay with us in May. I have had a chance to look into your reservations extensively for your group. From what I can tell is that the first person checking in asked for all the rooms to be checked in and they were all adjusted to be matched and put in the poolside downstairs. These rooms were supposedly only with the same last name. The confusion happened when your daughter checked in with her reservation being a different last name. Unfortunately when reservations are made with different last names we may not fully know people are related or maybe related. When your daughter checked in she was upset at not getting a first floor room as she wished. This sometimes is beyond our control due to the availability of rooms. We are sorry that you feel that your reservations were not handled correctly and we will ensure that such does not reoccur. Congratulations to you and your family on the wedding.