Erratic service.. worst check out of a ANY Bw Ever
10/10/2019 Hykyrjoe, Voorhees, New Jersey
Highs and lows ... our 3 night stay 9/19-22 /19 yielded erratic service .. Kate was a top performer on check in.. hotel room was clean though the sink was slow draining..we were roomed in the conferen... more
Highs and lows ... our 3 night stay 9/19-22 /19 yielded erratic service .. Kate was a top performer on check in.. hotel room was clean though the sink was slow draining..we were roomed in the conference center which is NOT ADA to the 2nd floor.. & has about 25 steps in to climb or descend in what we found was a constantly ice cold stairway.. didn't see an elevator.. did see far too many employees sitting around smoking in courtyard.. perhaps just a few @ a time and not the entire staff at once? the exterior grounds are not that clean or tidy....while the weekend gal @ breakfast couldn't do enough for us .. what an angel.. .. Monday's gal was an absolute sour puss.. sorry we were just a bit late ... please forgive our mortal sins... our Monday morning check out with Michelle was the worst experience I've ever had @ a Bw.. gal couldn't process Bw gift cards?? WTF?? inadequate training? No training? After waiting over 20 mins for resolution.. told her we are leaving & will return about a half hour later.. then after 45 mins on our return found this lady out front smoking.. was my account cleared and ready? NO! very mad.. before we left the first time I asked this gal to call Bw international to handle my gift cards which should have been a 5 minute exit if that... instead 30 minutes later I got cigarette smoke.. why are you having a smoke break when my issue is still not resolved after an hour?? Oh where oh where is Kate?? After leaving in disgust.. I called Bw international while in the car to immediately lodge a complaint.. they called this hotel immediately while I was on the line & no one picked up.. "perhaps the hotel is having phone problems".. well if they are.. it isn't the only problem... then this hotel did NOT followup and send the usual Bw rewards survey to me as ALL other Bw hotels do for this platinum preferred member. Wonder why not? Is BWI screwing up too? Not sure we will stay here again although for the most part the stay was adequate and the room comfortable.
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Kevin M, Front Office Manager at Best Western Inn & Conference Center, responded to this review
Thank you for your detailed review - this really means a lot. We are glad to hear Katie and Sherri were the bright spots during your stay with us. Consistency is something we strive for, and we are sorry we disappointed you. We hope you will consider staying with us again, so that we can have an opportunity to provide you a seamless and superior experience. If so, please do not hesitate to contact the hotel directly. Thank you again for your comments, and thank you for being a Best Western Platinum Rewards Member.
Front Office Manager