Front desk staff needs to be trained
07/06/2019 Explorer42131767372, Napa Valley, California
The front desk person at checkin was so preoccupied with what was going on with the patio door (that the manager and two other staff members were handling) that she could not service me (the only pers... more
The front desk person at checkin was so preoccupied with what was going on with the patio door (that the manager and two other staff members were handling) that she could not service me (the only person at the counter/lobby) I had an airport pick up and needed her to focus, which I stated. Apparently she didn’t because at 8:30a the following morning I get a call from the front desk asking me what my name was and that there wasn’t anyone assigned to that room. I responded by describing the person that checked me in, the time and that my credit card was ran and a printout was initialed and signed. She repeated “yeah, well I don’t have anyone assigned to that room”. I told her I was sleeping and didn’t know what to tell her.
At check out, I asked if she was the person that called the room, she said “yes”. As I began to state that wasn’t the best way to handle a front desk mix up, she began to talk over me restating she didn’t have anyone assigned to that room. I attempted to restate that it is not the responsibility of the guest for lack of accuracy of the front desk and once again she spoke over me saying it is not on her either and the system did not have anyone assigned to that room. As she is checking me out and charging my credit card- so apparently I was checked in in order for her to check me out...
Oh and did not mention that the tv and coffee maker were not plugged in (far behind the furniture) so after two calls to the front desk the maintenance person shows up and plugs them in AFTER he unplugged the lamp and something else because there aren’t enough sockets for the tv, lamp and something else to be plugged in at the same time.
I will NEVER stay at this Best Western and will think quadruple times before booking any Best Western less
Prerna R, General Manager at Best Western John Muir Inn, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. Will be showing your comment to our staff we really appreciate you bringing that to our attention. Once again would like to apologizes for that inconvenience you experienced during your stay.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 925-229-1010.