23/06/2017 265cindees, Grand Rapids, Michigan
Arrived at 915 pm this past Wednesday after a long drive. There was a placard with names of the BW Rewards guests arriving including my name. Sadly, that was the only "welcome" I received. The front d... more
Arrived at 915 pm this past Wednesday after a long drive. There was a placard with names of the BW Rewards guests arriving including my name. Sadly, that was the only "welcome" I received. The front desk attendant (AJ I think), barely glanced up from his seated position in front of the computer. There was no hello, no good evening, no acknowledgement of any kind. So I announced my last name and laid my ID and credit card on the desk. With as little communication as possible, he gave me the room key. I had requested top floor away from stairs and elevator but received room 101 which is right by exterior side door and stairs. I understand the request cannot be guaranteed and was told no other rooms were available. If you are given room 101 I suggest you refuse it. The odor of mold was horrible! I knew the hotel was full and we couldn't change rooms. I was tired from driving so we stayed. Morning staff were as unfriendly as prior night. Employees were standing right outside doors smoking although sign is posted "no smoking within 8' of building". Breakfast fare was typical but no peanut butter or jelly is offered for toast and cranberry juice was empty. The entire experience from arrival to room condition to breakfast to check out was bad. I would not return to this property. less
Aj S, Front Office Manager at Best Western Indianapolis South, responded to this review
This is a very troubling review indeed. Unfortunately with the anonymity provided to you the guest by sites such as this, it makes investigating these issues difficult at best. However, this is what I have found:
The guest who checked in on Wednesday the 21st arrived at 1:06 in the afternoon. This guest was not a rewards member, so would not have been listed on our welcome sign. Had this guest been a rewards member, his/her name would not have been listed due the fact that he/she was a "walk-in" with no reservation, therefore could not have had his/her name on our welcome sign.
Employee smoking- I am not a smoker, I do however to some degree understand the issues that people who have become hooked on this deadly substance endure. The shape and design of our building was not nor could be without major reconstruction conducive to allowing a "proper smoking area" for our guest let alone our employees. This is an issue we and I personally struggle with. Mandating to our staff a strict no smoking policy would; A- be difficult to enforce without increased staffing (a cost that would be passed along to the guests) and B- lead to poor staff attitude which would lead to decreased guest satisfaction. We do require our staff to adhere to the letter of the law, which is that there is to be no smoking within 8 feet of an entrance. I will reinforce this not only in our weekly memo, but at our next staff meeting as well.
We do not offer peanut butter, this is true. We do offer honey and jelly. Yes, we were without cranberry juice for a day this past week due to our supplier being out, for this we do apologize.
I am having our maintenance department completely disassemble room 101 to search for the suspected cause of the "mold odor", if found we will address this issue completely and thoroughly.
As for my lack of communication. 265cindees, I have been checking in guests for almost 15 years now using slight variations the exact same "speech". It has become somewhat of a source of fun for our regular guests as they offer impersonations of me to myself and the staff members. While I did not check in the guest in 101 the night of Wednesday the 21st, I do remember having a fifteen or so minute conversation with that guest about the construction at the 65/465 interchange. Unfortunately as I only know you as 265cindees, I would not know if it was you I spoke with that evening.
If you would like to discuss any of these issues with me personally, you may contact me directly at the hotel.