Trapped in elevator; no hot water; rude manager
14/10/2018 hershey413, New York City, New York
I was trapped in the elevator at the hotel. Sadly my phone had died. I rang the alarm multiple times, and was ultimately stuck for about 15 minutes before the door finally opened. (No one works the de... more
I was trapped in the elevator at the hotel. Sadly my phone had died. I rang the alarm multiple times, and was ultimately stuck for about 15 minutes before the door finally opened. (No one works the desk at night, so my ringing the alarm did manage to wake other customers, but their calls to the front desk did nothing.) There was also no hot water in the room, which make showering unpleasant.
When I complained to the manager the next morning and said I wanted my money back and would contest it on my credit card if I didn't get a refund he replied that he was going to give your money back but since I was being demanding about he refused. (Note: I didn't yell or raise my voice, didn't swear, didn't say anything insulting--I simply said the service was unacceptable and I wanted my money back and if he disagreed I'd complain to my credit card company.) Ultimately my credit card company did reverse the charge for me.
This is a horrible hotel and a manager who does not belong in the hospitality industry. less
Todd A, General Manager at Best Western Inn at Palm Springs, responded to this review
First I am sorry for you getting trapped in the elevator as I said 4 different time when you cam in the next day. Your story although is very interesting but not so true. We do have someone here at the front desk 24-7. The button in the elevator is for a bell only and does not call the front desk. This is common in most elevators. Second when going to the room there was hat water but was switch in the room as the sign said above the handle. Third and most important I was the one to refund your stay and not your bank. I did this after I apologized to you three times but you continued to yell at myself and the front desk. It wasn't until I said that you needed to let me talk so we can come to some compensation but you continued to scream at me and the front desk. Then you ran out the door still screaming. After you left is when I refunded your money. and when the bank called i sent them the information showing the refund. I am sorry for what had happened with the elevator breaking down and you having to be stuck in it.