Front Office Problems
Be sure to get firm email confirmation if you book. Some staff seem to be struggling and you could end up with them not even knowing you’re arriving. Don’t seem overly concerned at inconveniencing gue... more
Be sure to get firm email confirmation if you book. Some staff seem to be struggling and you could end up with them not even knowing you’re arriving. Don’t seem overly concerned at inconveniencing guests. They just blame another staff member (and these are the management!). Gave us the suite number when we booked - but would not send email to confirm. They then denied that they would have done that...although the number matched their only suite. Bizarre!
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Simon Marchant, Agency / Consultant at Best Western Kimba Lodge Motel, responded to this review
Dear 604Kevin
We are pleased that you have written a review, this gives us the opportunity to respond. We apologise for the mistake that was made when you booked with us meaning you got a slightly different (but not cheaper) room type. When you arrived, we did tell you that the room that you were first allocated was not available due to an admin error and offered you a two room family unit for the same price. This at the time was accepted by you. Whilst we do take responsibility for the mistake, you were happy to accept another room. If you were not happy with the second option we would have been more than happy to refund you your money and refer you to another motel. It is most regrettable that we were subject to defamatory and disgusting personal verbal abuse twice over the course of two days. This abuse is not acceptable and is unprecedented in the many years of kind and friendly customer service from our team, as shown by the other reviews on this page. We would be more than happy to refer you to another motel should you ever return to Maryborough.
Kind regards,
Best Western Kimba Lodge Management