The Importance of Customer Experience
My husband book a one night stay at Best Western I-City to celebrate our son's birthday.Around 8~9pm,we were asked to move from the 16th floor to 13th floor because the hotel told us the guest for tha... more
My husband book a one night stay at Best Western I-City to celebrate our son's birthday.Around 8~9pm,we were asked to move from the 16th floor to 13th floor because the hotel told us the guest for that room usually will experience electric trip/problem.Then we went to the i-city theme park.
Later we realized that we left the praying item at the 16th floor room. We call the reception counter and the officer on duty told us that the room was occupied with a new guest and they will try to help us around 9am the next morning.I was like what is going on here.First you told us the room got problem, but now you told us it has been occupied.
This morning, i called the reception counter at 9am and the officer was like she don't have any idea on the problem we faced. Don't you all take note seriously on the customer problem,like jot it down and highlight it to the next day officer on duty?
And to add on it, this morning, when we want to have our breakfast at the 5th floor cafe, the officer on duty can't find our new room number. We had to wait for another few minutes for the f&b team to make confirmation with the reception team. Don't you all have communication plan?
Please learn more on The Importance of Customer Experience. It was not us to request to move room, It was the hotel! less
BW I, General Manager at Best Western i-City Shah Alam, responded to this review
Hi elie_elle,
Thank you for staying with us and writing us a comment.
First and foremost, we would like to extend our sincerest apologies to you and your family during your recent stay with us. We were saddened to hear that the services rendered were not up to your expectation. In regards to your room change, we would like to ask for your understanding as it was for your better comfort. We have ensured the condition of the room was safe after rectification by our respective departments to check-in the next guest.
On another note, we have checked with the team member concerning the buffet breakfast incident. The room number quoted at first to the staff was the former room number that you have been assigned to and that is the reason why our staff did not manage to make confirmation initially.
As we appreciate your constructive feedback to us, we would like to apologise again on all the hiccups during your stay and we hope that this would not be the last time of your visit to Best Western i-City Shah Alam.
We certainly look forward to having you as our guest again. :)
Best wishes,
Anthony Kong
General Manager