General Manager, Liz has Terrible Customer Service
07/06/2018 Paulette61107, Rockford, Illinois
Called this morning to block out rooms for a wedding. I was told that the GM was on the other line an that she would call me back right away. I waited over an hour and called back. She answered the... more
Called this morning to block out rooms for a wedding. I was told that the GM was on the other line an that she would call me back right away. I waited over an hour and called back. She answered the phone, I told her that I had called and was waiting for a call back. she told me that "I don't ever call people back right away", I said "oh really, that makes me question whether I want to book these rooms, and her reply was "you certainly don't have to". That made my decision to call other hotel. She was perfectly happy to let my business go down to another hotel. In the process of writting a formal complaint to their headquarters. less
LizHoltz, Manager at Best Western Legacy Inn & Suites Beloit/South Beloit, responded to this review
I am sorry we were not able to accommodate you with your room block needs. Our mornings are often very busy and we are not able to get back to group needs immediately but always do within 24 hours. If that timeline did not work for you we ask that you specify during your initial conversation with our front desk agent and we will do our best to accommodate your timeline. We were not aware of your urgency. When we spoke to you the 2nd time we simply stated that we do not call back immediately unless our schedules allow it. Unfortunately that was not a satisfactory response. Again, we do the best we can and you certainly do not have to choose our hotel for your blocking needs if we do not satisfy your call back timeline. If you would like to discuss this further please do not hesitate to call us directly at 815 389-4211. Thank you!