Could have been better
16/09/2017 carolmX7371MK, Wilmington, United States
My husband was injured when grab bar tore off wall, he fell and hurt his back. Desk clerk was uncaring and tried to brush the injury off. Nothing was done to help us. Also, a higher rate was charged ... more
My husband was injured when grab bar tore off wall, he fell and hurt his back. Desk clerk was uncaring and tried to brush the injury off. Nothing was done to help us. Also, a higher rate was charged than was quoted when making reservations. less
Rex Y, Front Office Manager at Best Western Merry Manor Inn, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. Carol, I apologize that you were under the impression that no one cared about your husband. Our front desk manager, Rex Yi, was notified immediately after the incident occurred and was avail to you at 5am the next morning. Rex offered medical assistance if you thought it was needed, as well as assisted you with your bags upon departure. He also compensated you for one night's stay. As a policy, the hotel is not able to provide you with a copy of the incident report, but Rex did take down a personal statement from your husband and provided that to him. If you would like a copy of the incident report, you must contact our home office. We feel like we did everything in our power to assist you and wish you the very best.