They Finally Ran Me Off
16.01.2017 eliza5000, Ashland, Oregon
I've stayed at this Best Western several times a year for the last 2 years. At first I loved this place. It was clean and the people who work here are very helpful. Then more recently I've noticed thi... more
I've stayed at this Best Western several times a year for the last 2 years. At first I loved this place. It was clean and the people who work here are very helpful. Then more recently I've noticed things are a little less clean and a little more in disrepair. The time before the last time I stayed they accidentally charged me twice and could not restore the money to my account for a few days - and that was after convincing them that they had actually done that - which was a pain. This final time the night guy who seemed to be new acted more like a bouncer than a hotel/motel clerk. Oh well - what are you going to do? Maybe that area of Medford requires a night clerk that acts like a bouncer. But the last straw is that my daughter left a backpack in one of the drawers. We called the next day and they said they couldn't do anything because the manager was out and they couldn't unlock the lost and found room. So we waited until Monday and went in person on the way back through - but there were more excuses about why they couldn't open the lost and found. Finally, today, over two weeks past my stay, they called, letting me know there was no backpack. So I'm done. They obviously don't want my business and I can't trust housekeeping so I won't be back. less
Darbyanne, General Manager at BEST WESTERN Horizon Inn, responded to this review
It is not typical of me as an accountable manager to respond in defense of a review. But this review is just not fair. First of all, we just won a Directors award for consistently high cleanliness inspections, the most recent a score of 100. Can't get any better. Second, we had not charged the card twice, one was a card authorization (not a charge) and the other was the charge. We did not hold the authorization, your bank does. Finally, our night guy is a real sweetie and may have been nervous at first but we stand by him as an equal in our team of great service! Finally, we trust our housekeepers implicitly. About one week ago, one of our housekeepers came into my office and handed me $960 in cash. CASH! Within minutes the guest called in a stark panic stating she had left her cash in the room. When I verified the amount, it was exact. Cash cant be tracked but the housekeeper turned it in. I have these experiences every week. I am sorry your backpack was not recovered but it saddens every time when the hardest working women with a very difficult job are assumed the culprits.
I am sorry we didn't meet you expectations, we will discuss your review at the next staff meeting to improve our lost and found lock up procedures. There is a reason only one person has the key, which is to assure the guest that not everyone has access. But, room for improvement none the less.