Horrible Rooms, Horrible Amenities, Horrible Management
Stayed at this location this past weekend. It is an older hotel which I knew needed updating but we booked late so expectations were low. We came back to room and keycards did not work. I had to mak... more
Stayed at this location this past weekend. It is an older hotel which I knew needed updating but we booked late so expectations were low. We came back to room and keycards did not work. I had to make three trips to the Front Desk who reprogrammed them but did not work. The keycard mechanism on the door was broken. She let us in using her unlock tool and we told her we needed to wash up for dinner and would be gone for a couple hours so she could fix it. We returned a couple hours later and still were not able to get in. She said she needed to call the manager who lived across the street and would be there in 5min to replace the mechanism. 30min later I called the the front desk and she told me he would not be able fix it until the next day. So she expected us to not leave the room at all or be able to lock the door and get back in until the next day which was completely unacceptable. I told her I would like to speak with that manager and to have him either call or knock on my door. He finally arrived (hours later) and as soon as I complained about the poor service he immediately starting telling me it was not his issue and defending the front desk clerk for not communicating and essentially lying to me for hours about when the door would be fixed. The exchange at this point got very heated. Had my wife and daughter not been there this situation would have likely escalated but I bit my tongue and let him finish replacing it.
Once he arrived and quit yelling at me the entire fix took about 45min. I understood we were going into an outdated property. I understand that technical issue occur and things need to be fixed sometimes. I will never understand why people lie, don't communicate and set proper expectations and then turn around and yell and threaten their clients. less
Hotel Manager, Other at Best Western Lindale Inn, responded to this review
We are very sorry to read about the poor experience you had during the stay.
Please accept our sincere apologies, this is indeed very unfortunate.
I fully understand your disappointment and frustration due to the multiple issues you have mentioned.
Whatever may be the reasons, we will definitely verify the reality and take actions against the concerned after investigations and steps to prevent such happenings in the future.
We would like to inform that this is not a regular feature of our hospitality and we will properly check your comments with the team and implement appropriate solutions to please our guest.
I hope you will consider us again in the future as we would love the chance to change your impression of our property.