The customer service is the worst!
We came to visit family and chose this hotel due to its' #1 ranking, though it was further away than the hotel we've stayed at before. We don't know how it achieved the top rating, but our experience was not good when we stayed there and worse after dealing with the manager!
Though I didn't write the manager until 4 months after we were there (due to medical troubles and "life"), I had taken meticulous notes while there and used them to compose the letter. My daughter and I had various issues in our 4 night stay and I included most of them in the letter. But, the main problems were with 4 workers who gave consistent poor customer service. They just didn't seem to care. One example is when I called the desk to ask if there were towels at the pool, I was told "I don't know." He wasn't willing to find out either.
Another main issue was that after sleeping just four hours our first night, the smoke alarm began beeping and kept me up the rest of the night! When I complained in the morning, they said the maintenance man would take care of it. We were told by him that he took the battery out / disabled it, but will take care of the issue after we leave "since he knows we won't be starting any fires in the room"! Without my husband with us, I felt somewhat intimidated and didn't make a huge deal of it then, though I should have. This man was the only "nice" worker we encountered, even though I feel he didn't handle our smoke alarm issue properly.
There was a huge bug in the bathroom one night (either a cockroach or a beetle). I grabbed my phone and took a picture to show the staff in the morning. They didn't even want to see it. Then, my white blouse got ruined due to some dark gunk that came out of the iron when I was ironing it. The breakfast was ok at best. But, the way we were treated by three desk personnel and the lady handling breakfast was so unprofessional. We never had wifi the entire time we were there! I complained several times to the various desk workers, but they were never helpful.
When I wrote the letter to the manager, I did it with the thought that if I was the manager, I would want to know if my employees were treating customers as we were treated.
To my shock, the manager responded and ignored all the employee customer service issues I listed, told me that "you have to watch the settings on an iron or you will burn your blouse", that the battery had to be replaced or it would have kept beeping, and insulted me with "I am sorry for the experience you had. I will give you 20% off one night when you COME BACK and 500 points." What a joke!
You should make your own decision about whether to give this hotel your business, but, we will not return. The things that happened during our stay were bad enough, but the response from the manager was far worse! He took the complaints I had and turned them around on most of the issues. (like suggesting that I burned my blouse, saying that the battery couldn't have been removed and not replaced as it would have continued beeping, and that they didn't have others complaining of wifi issues during this time, like we must not have had trouble if others didn't or didn't report it).
I hope this review is helpful to you and that you can find a nice hotel with excellent customer service and a manager who truly cares about your stay! less
BestWesternHotels, Corporate at Best Western Green Tree Inn, responded to this review
We are sorry to hear that your recent stay with us did not exceed your expectations. We appreciate your feedback and will use it to make improvements to offer guests a better experience in the future. We hope you will give us another chance and stay with us again. -Best Western Hotels & Resorts