I booked a king and got a two queen with a defective tv remote. Totally disappointed. Since I didn’t complain with in the first 15 minutes “there was nothing they could do “. The first night I was tum... more
I booked a king and got a two queen with a defective tv remote. Totally disappointed. Since I didn’t complain with in the first 15 minutes “there was nothing they could do “. The first night I was tummy from travel all day and discovered my key didn’t work. The guy at the counter reprogrammed it for me, no questions asked and unfortunately, I was able to open the door on a couple in bed, totally not my room!!! I went back down and explained this to the guy and he then looked me up in the system. I was off by two doors. I was mortified and now worried that if that happened to me, who else might be able to just walk into a random room?! The door lock latch was held by one screw so I really only had the dead bolt and chain. It was very concerning.
Also, while waiting to get my key fixed, the guy at the counter was combative and biligerant to an African American customer that was just trying to let him know their shower didn’t work. He raised his voice at the customer and basically told him since it’s been more than 15 minutes there was nothing they could do. The customer was not even asking for a room change or refund, just trying to find out if someone could fix their shower the next day. When it was my turn, the guy was bubbly and kind and sweet. Not cool man!! less
Tina M, Other at Best Western Inn & Suites Of Merrillville, responded to this review
Dear Valued Guest,
I am so sorry for the problems that you experienced during your visit to our hotel. This type of incident certainly is not typical of our facility. Our primary goal is to provide all guests with an enjoyable experience and it is troubling to know that you faced such an unusual experience. We take this quite seriously and have shared your feedback with management so that appropriate steps can be taken. Thank you again for taking the time for sharing this experience and for your valuable business.