No clue on hospitality
On Friday night I had a prepaid confirmed reservation at the BW in Eugene. When I arrived, there was a family waiting at the front desk who were having problems checking in, I thought it was because... more
On Friday night I had a prepaid confirmed reservation at the BW in Eugene. When I arrived, there was a family waiting at the front desk who were having problems checking in, I thought it was because they didn't have a reservation. The young man at the front desk kept telling them what he could not do. In a gap in their conversation, I asked that, because I had a prepaid confirmed reservation, could I have a key for a room. The reservation clerk said there was nothing he could do because his system was down. After a couple of questions for him, I asked what he was doing about it. He said he had called 'IT'. I asked the family in front of me how long they had been waiting, and they said about 25 minutes. I asked the clerk if he had an ETA. No idea was the answer. I said I would like a note or something from him saying he was unable to check me in, so I could go get a room someplace else and get a refund. He said he could not do that, that prepaid rooms were not refundable. I asked that he call his manager, and he said he was the manager. With that I left because there was no room in site and no solution their 'manager' could help with. less
BestWesternEugene, Front Office Manager at Best Western Greentree Inn, responded to this review
I am sorry that our systems crashed during your intended time of check-in. We understand that this was a stressful situation for our guests as well as our staff, and apologize for the burden it caused you. Please call the hotel directly if you would like to discuss the matter further.