I stayed here on Friday night of Memorial Day Weekend. There was a sheet of plastic blocking one wing, I assume for renovations. But, it really wasn’t an issue. I checked in late, and had to check out... more
I stayed here on Friday night of Memorial Day Weekend. There was a sheet of plastic blocking one wing, I assume for renovations. But, it really wasn’t an issue. I checked in late, and had to check out early the next morning. Check in was seemless.
Check out was a pain. In fact, I never actually had the opportunity to officially check out. I never received a bill or receipt under my door during the night. So, around 7:30am I went to the front desk. No one was there. I waited. I hollered to the back. No one was there.
A young girl who was preparing coffee came from another area of the hotel. She explained that she doesn’t have access to the computers, the front desk person left for the day, no one works the desk in the morning, but the manager was in the back. She spoke with him, and he told her he’d be right out. He didn’t come out to the front desk. I waited. I called the desk from my phone. No one answered. I called again. Still no answer. The girl appeared again, and once again went to talk to the manager in his office. She said he’d be right out. NO ONE EVER CAME OUT TO THE FRONT DESK!!!
I had to leave, so I left my room key and hoped for the best. (The only reason I didn’t knock on the manager’s door myself, is because it was in the hallway the was blocked with the plastic sheet.)
Two days later, I completed my survey. I then received an email from Tom Patel, General Relations Manager. He finally sent me an emailed receipt, and explained that the on duty manager (and I quote from his email) “was very sick and wasn’t able to work, but no one was available to covered his sift, so he fall 15 minutes behind of his schedule.”
I’m sorry, but I don’t believe this. I was told he was there by another worker onsite. I find it hard to believe the night person would leave before someone was there to relieve him/her.
And, I find it difficult to believe that the general relations manager would be ok with that.
I MIGHT HAVE considered staying at a Best Western again. However, the blatant disregard for honesty and professionalism is quite nauseating. less
MeghaP209, Guest Relations Manager at Best Western Monroe Inn & Suites, responded to this review
Dear Tracy,
I would like to apologize for the inconvenience you have experienced during the checked out. We really had a situation about the morning shift the day you checked out. I did mentioned the honest statement to you, that he was sick and was not able to come to work. ( I came to covered the font desk but it took me 15 minutes to get there and by the time you left the hotel).
We have learned from your experienced and we will make sure that it will not happen in the future, so no one will experience the same like yours.
It was our pleasure to have you and we hope that you will give us another opportunity to serve you the better hospitality at Best Western Monroe Inn & Suites.
Thanks,
Best Regards
Guest Relations Manager