extremely flustered manager
i had reserved a reservation for a night with my 3 small pugs. I chose the hotel even though it was out of my way because the lady who booked my reservation was so helpful. when i arrived the manager,... more
i had reserved a reservation for a night with my 3 small pugs. I chose the hotel even though it was out of my way because the lady who booked my reservation was so helpful. when i arrived the manager, Connie Page seemed she was having a bad day right of the bat, which we all have those. She was very confusing to what i had booked and extremely short when I was asking for clarification as to what she was asking. each time I asked what she was trying to explain or correct her about what i was booked for she just got flustered and and very unprofessional especially for a manager. She got so stressed she called me rude and refused my stay. (the other two staff were very nice) I was selling my house and had planned to stay there willing to pay for the nights plus 90$ for 3 6lb pugs but only staying the day. The Holiday Inn on Wellington London were half the price less and so polite and accommodating. My family was to stay at the Best Western next weekend and they have decided to stay elsewhere. less
Siddhinath Bichu, Guest Services / Front Office at Best Western London Airport Inn & Suites, responded to this review
Unfortunately, our management review has determined that event described in the review did not go exactly as described. According to the hotel policy, we only allow a maximum of 2 pets per room but our manager initially did an exception for you while making a reservation and allowed 3 pets per room with a standard pet charge of $30.00 per night per pet, and with your agreement, we made a reservation for you. Generally, we do not provide a guaranteed early check-in before 10.00 am but since you requested an early check-in we offered you a day rate and allowed to check you in earlier than later. In spite of all these policies and exceptions communicated with you while making the reservation, you were quite combative and rude towards our staff upon checking in requesting for a discount and complaining about the policies. Unfortunately to avoid any issues in the future, our manager Connie Page politely requested you to find a better hotel which suits your needs and cancelled your reservation without any penalty. We apologize for any inconvenience caused. Thank you for choosing Best Western London Airport Inn and Suites.