31/07/2018 aerob1223, Spring Hill, Tennessee
Driving in from Tennessee, first bad thing was no elevator... when we arrived at 1:30 a.m. Friday morning. Clerk said “oh, I forgot to tell you! There’s no elevator! Then there was no one to help us... more
Driving in from Tennessee, first bad thing was no elevator... when we arrived at 1:30 a.m. Friday morning. Clerk said “oh, I forgot to tell you! There’s no elevator! Then there was no one to help us take all our luggage up a very steep flight of steps to the second floor.
We had booked two rooms for 4 days, we thought. My husband passed away and we were for the Memorial.
We had confirmation number and name of lady we talked to. On Saturday, I got a phone call from the desk clerk to “Leave the room now!” They had booked to someone else. Of course, I’m in shock and tried to explain that we had reservations. She wouldn’t listen to me and kept telling me to leave now,...our whole party. We asked to speak to someone with authority and she refused. My daughter tried to talk to this clerk also and she told her also “leave now! She must have told us 4 to 5 times to “leave now”.
We had never had problems at any hotel so this was a first! To top it off, we found that she had charged us a higher rate for the rooms we were staying in than we were told.
After we we we’re rudely and unjustly “thrown out “, we fortunately found a room in the the same area for the remainder of our trip. We definitely didn’t need this after the loss of my husband and my daughter and son losing their dad.
After the Memorial, I called the Best Western Corporate office and reported the incident.
The same day, my daughter, still upset, called the Best Western Hotel where we stayed and asked for a manager.
We found out that the hotel had already planned to move us to different rooms before this incident and the clerk hadn’t bother checking with management. She took it upon herself to tell us to get out of there immediately.
We were so embarrassed and humiliated, and then found out the mistake was right there at the front desk.
At this point, my family or I will never again stay at a Best Western Hotel. less
Best W, Manager at Best Western Lapeer Inn, responded to this review
AEROB123. The reservations you had made were for 2 nights only, we had no vacancy for you on Saturday,your daughter was told that upon making reservations,then at check in you were told and you signed your registration card at check in.The staff offered to take your bags for you and you told her no and at no point and time did my staff ever tell you to get out or leave. We have all spoken with the both of you and again we have told you that you never had a reservation for Saturday,unfortunately we could not make you a room of which if we could we would have. Your rate was never changed and you did receive a discount of which you are well aware There were never any plans to move you to a different room,as there were NO vacancies. The staff and I have taken everyone of your multiple phone calls about your dissatisfaction of not having any vacancy for you when we were sold out of our rooms.,again if we do not have any rooms to offer you, then we could not make the reservation. Thank you