Fair Room. Fair Price. Standard Breakfast. Integrity in question.
19/04/2017 Lifestyle100, Kalamazoo, Michigan
On a recent trip with family, we passed through Greenville and decided to stay at Best Western Greenville Airport Inn right off the interstate. Overall, the hotel met our needs for our brief stay. The... more
On a recent trip with family, we passed through Greenville and decided to stay at Best Western Greenville Airport Inn right off the interstate. Overall, the hotel met our needs for our brief stay. The rooms were clean, there was adequate space in the room, and the breakfast buffet was standard yet satisfying. My disappointment came when we checked out of the hotel and set out for the remainder of our trip. Later that night, my daughter realized that she left her Jordan shoes in the room near the safe. My hope was that the Housekeeper found them and kindly turned them in to Lost & Found. By this time, we had arrived in Georgia. Before panicking and calling the hotel, I instead checked our rental vehicle early the next morning. No Jordan’s.
I called Best Western and spoke with Willie. Willie said that he would check and give me a call back. Several hours passed and I received no phone call. I called back and Willie took even more of my information down: room number, date of departure, and the description of shoes. Again, he assured me that he would check with the housekeeper. I still received no call. The next morning, I called the front desk to speak with the manager, in which I was transferred to Pamela. Right away Pamela informed me that Erica, the Assistant Manager handles Lost & Found inquiries. Pamela provided Erica’s cell phone number and insisted that I give her a call. I left Erica a voicemail and she called back momentarily. I explained our dilemma, and once again provided the same information to Erica that I previously provided to Willie. I immediately fell under the impression that my lost item was not discussed in a shift report, or morning huddle. Each person was oblivious. Erica said that she would check with the housekeeper and get back to me and she did. As expected, the housekeeper supposedly did not find any shoes. Erica made it a point to tell me that this particular housekeeper had been with them for 8 or 9 years. I understand that and it isn’t my intention to call anyone a thief, but the shoes are no longer near the safe in the room. Where did they walk off to??? I asked Erica if I could send her pictures of the shoes and she agreed and asked me to text them to her phone. I offered a reward for their discovery and informed Erica that I would happily pay shipping costs. To date, I have received no text reply or update on the matter.
I used to work at a 4-Diamond hotel. I know what good procedures are… While I was greatly disappointed in my 13-year old for forgetting to put them back in her suitcase, I was equally disappointed in Best Western. I did not feel valued at all. This experience tainted my views of Best Western. In working in hospitality in the past, we had a “Make it Right” philosophy. Every incident would be recorded in a book and shared in huddles each day. Everyone was aware. Taking action steps to collectively make it right was second nature. Best Western did nothing to make it right! I was met with “she’s been with us for such and such years” and that was it. I would have been able to take this as a loss much better if I felt that their best effort was put forth to make it right. Just a few ideas: launch an investigation, interview staff, monitor break rooms…then go back and share with the customer the efforts you put forth to show them that you’ve done everything you could. Customers respect and honor things like that! Someone is really happy to have a nice pair of Jordan’s and is walking around with them on right now. This could have been handled MUCH better. Very disappointed in Best Western. less
pamelasolarek, General Manager at BEST WESTERN Greenville Airport Inn, responded to this review
Kalinda- I have responded to you on your google review. I will just paste that response here as well.
I do remember getting a call about Jordan shoes and giving someone a phone number to Erika- as she handles all lost and found. Willie had transferred you to me initially because Erika was not in the building and I was. As you state- you called to Erika and Erika in turn checked to see if any shoes were found in the room and none were. She got right back to you on the matter. This was the right way for us to handle it. You were not getting a run around. We did look into the missing shoes. Erika even looked into it a second time for you when she got the pictures from you and went back to check again. Kalinda- while I appreciate the nice remarks you've made in your review about the property, it is upsetting that you are accusing us of stealing your daughters shoes by the remarks you make in the review. We did our part to help you figure out where the shoes were by researching the matter for you twice and I'm sorry the shoes were not here. Erika felt you were accusing us and that is why she felt she needed to let you know this housekeeper has been with us more than 8 years and turns in lost and found items to us daily. She has no reason to steal your daughters shoes and has proven to us through many years of service that she is not that sort of person. I hope that your daughter finds or has found her shoes. I understand that is upsetting. She did not leave them here with us. Pamela Solarek GM