Service Philosophy is Everything
16/12/2016 davidsW2826AW, Salt Lake City, United States
The owners appear to be from India. Unfortunately, the stingy stereotype of hotel operators from that country is reinforced in my mind after my experience last night and this morning. The hotel atmos... more
The owners appear to be from India. Unfortunately, the stingy stereotype of hotel operators from that country is reinforced in my mind after my experience last night and this morning. The hotel atmosphere and operating philosophy seemed to pivot around the ethnicity background expectations of the owners. This situation is in stark contrast to an absolutely wonderful stay at a Best Western in Illinois 2 nights later – the hotel being run by the same general ethnicity group. Unless the Laramie owners make some changes to accommodate American expectations more, stay here only if you want Best Western Rewards points. I made a previous attempt to stay here a month ago. There was no one to answer the phone when I called for pricing and availability. A man with an Indian accent spoke in the voicemail greeting. Then, after my attempt to come in after phoning, no one was as the front desk. A sign on the counter with a phone next to it said to pick up the phone to call an attendant. I picked up the phone and a lady answered and said she would be there in just a minute. I waited for 5 minutes and left after giving up. I ultimately went across the Interstate to the Marriot Fairfield in West Laramie, Wyoming. (That Marriot turned out to be a great value for the money. My kids even received gifts and I was treated very kindly by the staff night and morning). Similarly, during this Best Western Laramie stay, the girl at the front desk was not available. Instead, she (an American) was friendly but running around doing errands as if the hotel was understaffed, seemingly that the owner was too cheap to hire another person to help during the night peak-time check-in. When given the key cards, I was pleasantly surprised by the beautiful handwriting on the key card envelope – which had the room number and the Internet code prewritten in script—a memorable take away. I walked into the room and it appeared to be “cheaped-out” a little. It was clean and in good repair, but not outstanding. The shampoos were minimal. While using the Internet, I kept having to login to the Best Western website because of a hotel setting that kept me from staying connected when my computer went to sleep. I found that the room was cold all night and that the heater had a harder time responding to the temperature dial setting than usual. The bed was more uncomfortable than other Best Westerns and I found I was tossing and turning more. Again, in the morning, the man from India did not stay at his front desk post. When I did catch him, he turned out to be quite helpful with the Best Western rewards program although he was somewhat abrupt and hard to understand at first. The complimentary breakfast was adequate but I offer a warning on the biscuits and gravy. A person with cooking experience needs to help teach the Indian born male kitchen attendant how to thicken the gravy. Put a little love into it and a little less business – like you would for the Indian food I like so much from your country. Compared to the 4-star value Best Western Dunmar Inn in Evanston, Wyoming, where I stated the night before, this place was a 1 star – more of a bare requirement to be a Best Western. By contrast, the Evanston Dunmar Inn provided the very best breakfast I’ve ever had in a complimentary breakfast hotel. It was truly a restaurant-style made-to-order breakfast. The locals hang out there. All the little things were well thought out in the room and in the lobby. It was quaint and homey. I would stay there again because I got so spoiled there. The Laramie Best Western owners can take a few pointers from the Evanston Best Western owners. And again, referring to a later stay on this trip, it is important to note that the exact opposite experience also occurred 2 nights after Laramie at the Best Western Oglesby Inn, Oglesby, Illinois. A similar looking ethnicity (with many helpers involved) performed at a 4 star level versus a 1 star level – and that group actually appeared to work harder to serve me better than at the Evanston Dunmar Inn. Having this Laramie Best Western experience sandwiched between 2 excellent Best Western hotel stays really magnified the contrast for me at Laramie. less
Ketan C, Front Office Manager at BEST WESTERN Laramie Inn & Suites, responded to this review
Thank you for choosing Best Western. We are sorry to hear that you were not pleased with your stay. However, we do appreciate you taking the time to give us so much feedback here on TripAdvisor. We will certainly consider your input. We would love for you to give us another chance and stay with us in the future, and if not we really appreciate you staying with us. If you have any questions or concerns please call us at 307-745-5700 or email firstname.lastname@example.org. Thank you.