HORRIBLE-DO NOT STAY HERE
09/11/2017 Jacqueline T, Manistee, Michigan
This was the worst experience I have had with a hotel. After issues with checking in and doing the "park and fly" my husband and I leave for our vacation. The day of our return, my husband calls to se... more
This was the worst experience I have had with a hotel. After issues with checking in and doing the "park and fly" my husband and I leave for our vacation. The day of our return, my husband calls to set up the time for the shuttle to pick us up from the airport. The employee told us they would be there at midnight, all is set up. We arrive in GR at midnight, and there is no shuttle. My husband calls and the employee states, "oh yeah..our shuttle driver already left." He gives no alternative way for us to get back to the hotel and states, "guess you have to get a taxi or something." My husband asks to speak to the manager and he said he was the night manager. He states that the employee from earlier in the day didn't "pass along the info" that we were coming and needed the shuttle. WHAT?! That is what we already paid for your service to have!! He offered no solution and just told us too bad. We ended up begging for a ride from the Comfort Suites shuttle who nicely took us to the crap hotel, Best Western, that was across the street. What a horrible way to run a business. We will never stay there again. less
KaliEGM, General Manager at Best Western Hospitality Hotel & Suites, responded to this review
I sincerely apologize for the inconvenience you experienced and would love to be able to speak with you in detail about this. Our shuttle does run daily from 4am to 12 am, on a as needed basis. Generally with our guests calling to get the shuttle when they arrive at the airport, because of flights being delayed so often. We do reimburse for cabs if our guests don't make it in time to get the shuttle. I apologize that our night shift did not inform you of this, that was definitely a error on our part. Again, I apologize and would be available to speak with you at anytime to discuss the situation and compensate you for the inconvenience. Please feel free to contact me at 616-949-8400 at anytime.