A NOT so Happy New Years
03/01/2018 Ann S, Mankato, Minnesota, United States
Booked several rooms with friends for a fun family and friends New Years Eve. Arrived to find out that we had been down graded from our suite for maintenance issues. We rolled with it as they gave u... more
Booked several rooms with friends for a fun family and friends New Years Eve. Arrived to find out that we had been down graded from our suite for maintenance issues. We rolled with it as they gave us an additional room with conjoining doors. All was good until the conjoining door locked and had to be pryed open by staff. Ended up with an extra $150 in maintenance fees becuase their master key wasn't working! Still have yet to hear back from a manager inreguards to the charge. less
Front D, Manager at Best Western Hotel & Restaurant, responded to this review
Thanks for Choosing Best Western Mankato for your stay here in Mankato MN, We are very sorry that our services did not meet yo9ur expectations as we here in BW Mankato are striving for world call customer services for our guest. We will like to address your concern about your reservation that was change as the suite that we offered was in maintenance and were not able to offer this suite to you at the time but we did up grade you to two room which one was free of charge co-adjoining rooms which in turn was not a good experience for the family due to the doors was locked out, also we do urge our guest that safety is our number concern for our guest and advise that all parents or adult should accompany their children at all time while staying at BW Mankato. My understanding is that the kids were in the room taking a shower alone and came out of the rooms locking the ad-joining doors behind them by mistake which makes it hard to open these doors are dead locks and do not have keys as they are rented as individual rooms also.
We will like to take care of this charge for your and reverse the incidential fees at this time but going forward we will like to clerify that all children should be attended and accompanied by their parents at all time for the safety and protection. Once again thanks you for choosing BW Mankato.
We look forward to your next visit in the near future so we can serve you and make sure you experience is a very memoriable one.