Drove 45 minutes to stay at this hotel because they have a hot tub. Upon arrival the hot tub was cold and would not turn on, When I spoke to the night clerk she said it was not working at that moment... more
Drove 45 minutes to stay at this hotel because they have a hot tub. Upon arrival the hot tub was cold and would not turn on, When I spoke to the night clerk she said it was not working at that moment. Notified Expedia of the issue and when they called the manager he flat lied to them saying that it was working. I then called the manager and asked him if it was working he said yes. I then asked him to go out and feel the temp or turn the unit on, which he asked how would i know if it was working. I told him I had just stayed there and he became upset telling me not to call him again.
If this is the way they treat there customers I have no reason to recommend this terrible place to anyone. STAY AWAY, they are rude and lie.
The night clerk was extremely nice and apologetic however the day manager DUDE was a condescending POS on the phone.
This is the worst management I have had to deal with and if this dude is the way Best Western wants their chain represented I will not be staying with them anytime.
A/C in the room made a terrible noise and was hard to sleep in. Appears they maybe remodeling because they stuck everyone on the 3rd floor and the lobby.....
Wont go again less
Management2727, General Manager at Best Western Heritage Inn & Suites, responded to this review
Hello and good afternoon. Thank you for taking the time and reviewing our Hotel. We always appreciate the feedback, whether positive or negative. This ensures that we provide the best possible service to our guests. I would also like to apologize for all the inconveniences you incurred during your stay at our property. As per our conversation, I did try and explain that we could not cancel your reservation as it was a pre paid non cancellable reservation. However, after hearing issues with our spa we did cancel your reservation at no penalty. Once again, we sincerely apologize for all the issues and miscommunication. We hope you will give this hotel another chance in the near future to provide the high customer service we are accustomed to. Thank you once again and Happy Holidays.