18/11/2018 emilioe351, Flagstaff, Arizona
It is for the particular reasons that occurred at this establishment that when I travel I typically try to stay with friends or drive straight through to my destination. I was in town for a wedding an... more
It is for the particular reasons that occurred at this establishment that when I travel I typically try to stay with friends or drive straight through to my destination. I was in town for a wedding and because I could not get off work I had to drive through the night and in to the morning to get in to town on time. My boyfriend and I wanted to stay somewhere close so we chose here. We arrived for check in around 4:30am on Saturday, November 18th so I can imagine most people on a graveyard shift are a little tired or somewhat grouchy. That’s okay, I’ve done graves before, I understand. However, the attendant at the window was so completely rude, disinterested and so detached from giving good customer service that my boyfriend just wanted to get the room and get out of there. We were charged 120 dollars for check out on Monday morning which was understandable for the whole day and checkout in the morning, or so I thought. On the confirmation it showed that we checked in on the 17th of November!! Which was why we received a wake up call to check out the same day (the late morning of the 18th - 11am). When my boyfriend tried to explain the situation and communicate what date we actually wanted to check out on the lady said that it would cost an additional 130 dollars! So my boyfriend then asked “so we paid 120 dollars to sleep for 6 hours?” Which she then responded with “that’s correct.” When I heard this I wanted to leave, she called back to offer a different room at a lower rate but I was livid and did not want to stay in that building any longer. All in all, I am never going to be staying at a best western ever again. If you find yourself traveling avoid this company like the plague. Worst hotel experience ever! less
BW_Inn_Chandler, General Manager at Best Western Inn Of Chandler, responded to this review
I would like to apologize for your experience. I want to explain the situation a bit further. When checking in very early in the morning that is considered a check-in for the previous day. There is a reason why many hotels have a specified time for check-in and check-out. Our check-in time is 3 PM. We often allow guests to check in early around noon, but we do not accept check-ins in the early morning as a stay for the remaining day and next morning. Those guests have to check-out the same morning. Our check in time is 3 PM and you arrived at 4:30 AM. That is a 10 and a half hour difference. We have many guests who are late night check-ins that leave at check-out time. I'm not familiar with many hotels that allow someone to check in over ten hours before the day's official check-in time and allow those guests to stay until the next morning.
I'm very sorry this wasn't conveyed to you by the night shift clerk. I will look into your booking and do my best to make this up to you. I understand your frustration. Please reach back to me at email@example.com with the name of the person who booked the room. I will get back to you as soon as possible. Thank you.