15/02/2017 Siobhan J, Commerce Township, Michigan
I was not expecting The Ritz Carlton, by any means, but the terrible, itchy sheets, awful pillows and lumpy mattresses were the least of our worries during this stay - those things I could have tolera... more
I was not expecting The Ritz Carlton, by any means, but the terrible, itchy sheets, awful pillows and lumpy mattresses were the least of our worries during this stay - those things I could have tolerated, but being lied to is something I cannot put up with. Nor can I tolerate seeing employees being mistreated and put in situations where they don't have the tools to take care of their customers.
Prior to booking our reservation for just one night, we specifically asked if the pool closed at a certain hour - knowing we would be checking in around 10pm with 4 young teenage boys, we wanted to make sure they could take a swim when we got to the hotel. I had been told by a very nice lady who took our reservation, that it would not be a problem, the pool was open to guests anytime as long as they have a room key, which also opens the pool door. Well, when we got there the pool was locked and our room keys did not work to open the door. I thought there must have been some mistake so I went to the front desk and was told that the pool closes at 10pm. I informed this very pleasant front desk rep that we had been told otherwise. She was very nice, but obviously not empowered to handle even the slightest issue with a guest and told me there was nothing she could do so I asked to speak to her manager. I was told the manager was off for the weekend! - What kind of hotel doesn't have a manager on duty on a weekend?! The front desk rep seemed nervous and uncomfortable handling this issue which only leads me to believe that the employees at this Best Western are not treated very well by the management or the owner, Mr. Patel. In the services industry, you have to empower your people to take care of the customer, Mr. Patel obviously does not think this is important. What is important to him is to take your money, treat his employees poorly and not provide paying guests with the service and amenities that are advertised.
We happened to look into the windows of the pool area and noticed that the ceiling over the pool was literally falling down. There was water dripping into the pool, fiberglass insulation falling out of the drop ceiling and hanging down over the water, and in general a mess - it looked like it may have been "under construction". My first thought was "Oh, I guess this is why the pool was closed?" In the morning, I decided to see if my key worked and yes, it did! I cannot believe that a business owner would allow patrons to use a pool in that condition at any time, day or night! Shameful and dangerous as well!
Speaking of dangerous - our in-room microwave looked like it was the first microwave ever made - where does one even get a microwave that old and why would you think it was okay to put what is likely a dangerous, fire hazard of an appliance in a hotel room?
We will return to the area a few times a year, but we will NOT return to Mr. Patel's Best Western. He really needs to clean up his act and stop taking people's money and stop taking advantage of nice employees and guests. less
Sue R, General Manager at BEST WESTERN Inn, responded to this review
I am very sorry that you feel deceived. The pool heating system caused the leak from the ceiling, this is why the installation was exposed. We are trying to get the problem fixed as soon as possible.
There is a very low turn over rate at this hotel, so I am not sure that is caused from employees being mistreated. Everyone has been here for at least two years, the longest has seventeen years of employment. We have set pool hours 7:00 a.m til 10:00 p.m., not sure why you were told differently.
Feel free to call me at the hotel if you would like to discuss the problems you experienced. Once again I would like to apologize for the problems you experienced.