01/08/2018 mjwrightw, Stony Point, New York
When I arrived I was greeted with "Que Reservation?". Front desk lady made it clear she didn't speak any English and appeared disappointed to find I did in fact have a reservation. I asked for Julio a... more
When I arrived I was greeted with "Que Reservation?". Front desk lady made it clear she didn't speak any English and appeared disappointed to find I did in fact have a reservation. I asked for Julio and was asked "Que Motiva?" I tried to explain to her because Julio spoke English. Finally, she said he was "Occupado". The whole 3 days she seemed determined not to help. I asked for a taxi driver that spoke English. She did call for the taxi, but didn't request a driver that spoke English. Tried asking again for Julio, but was told he is off Saturday's, so I asked for Mr. Salvador, but she told me he was "Occupado".
The cleaning staff were the most helpful. When my key card didn't work the cleaning lady went and fixed it with a smile. Business would skyrocket if Mr Salvador would swap the cleaning staff and the front desk staff. Would have been great after 6 hours of travel to have been greeted with a kind and helpful front desk. Present front desk staff can take all that customer anger out cleaning the hotel.
Room and hotel were very clean. Breakfast was good. Immediate area around hotel was clean and safe. Good restaurant across the street. Long wait(2 hours) at border to return to US.
Tremendous potential to improve by sharing knowledge of Matamoros. Found taxi drivers had little knowledge of area and didn't speak English. Just think if the staff was able to recommend a liquor store, restaurants, etc. Hotel staff and customers would be much happier at the end of the day. less
JULIO H, Front Office Manager at Best Western Hotel Plaza Matamoros, responded to this review
Hi Mr. Wright
Thank you for your comments
It has been a pleasure to have you as our guest we hope that you enjoyed your visit that our service has pleased you.
We are really sorry about the bad experience in our hotel, we are working to improve our service in all areas
So please be secure that in your next visit the service in the front desk will be totally different