Don't Stay Here
02/08/2018 obgary,
Only people that were nice was the front desk check in girl on day of arrival, check in lady during breakfast, and housekeeping lady April. Everyone else, including the PATEL lady who was the owner w... more
Only people that were nice was the front desk check in girl on day of arrival, check in lady during breakfast, and housekeeping lady April. Everyone else, including the PATEL lady who was the owner was rude. My husband informed me that our vehicle that was being serviced would take an extra day to be repaired because they had to order part. I immediately notified the front desk that we had to stay another day due to this and my husband would be there in just a few min to pay using company card. They told me no, it's 11:55 am and check out is 12 noon. You need check out now and sit in lobby and we will give you key back to the room once he is here. He was literally 4.9 miles away. The owner was rude as well. We called our company and they said they would call and let them know my husband was on his way to pay with company card and they would give a company code. It still didn't change their minds. So rude all the things they said to me was and is unacceptable. The night before, the sheets on bed had stains on them. I went downstairs to ask for new sheets and I took the dirty ones to front desk. The guy at front desk rudely stated, "I am NOT touching those. Take them back upstairs." I would not send a dog to stay here after this treatment. When my husband got here, I told him I was ready to leave ASAP. less
maddysmom97, Controller at Best Western Northwest Indiana Inn, responded to this review
I am so very sorry that you had such a poor experience during your stay. It is particularly difficult when you are here during the summer, when extended checkout times are not always available, due to demand of arrivals coming in on your checkout dates. It sounds like there were several communication issues during your stay. We did allow you a one o'clock checkout, before you were asked to exit your room. We have a strict pet policy, and apparently we were unaware you had a dog with you, and were placed in a non pet room. Pet rooms are every bit as nice as non pet rooms, but we make the distinction for very specific reasons. Pet rooms have a floor that is easier for the guest to clean up, after a mistake, or our staff to clean up after a check out. Pet rooms designated as such, mean that a pet allergic human, does not have to experience a reaction by entering a regular room, that has been used by a pet family. This is an awful experience for our human guest. Because you did not inform us of your pet, and apparently did not plan to inform us, your stay put other guests at risk. I am sorry if your encounter with the GM Dipti Patel on the elevator made you uncomfortable. I am sure she asked you very pointed questions about which room you had just left, and had you had your dog in that room. I can understand why you may have felt she was rude, just as I am sure, she felt you had not been honest with our staff. The front desk, in informing you that 1 pm was the latest check out they could give you, was just following hotel policy. Your husbands company never called the desk to inform them you would be extended another day. Believe me, it is much easier to get a call with method of payment, than it is to remove a non paying guest from a room. Our staff would have welcomed such a call, and informed you that you were extended another day. We would have asked you to move to an appropriate room however, and you would have had to pay the additional charges associated with traveling pet ownership at our location. Again, I am so very sorry you were disappointed. That is certainly not the impression we want our guests to have. We have welcomed, successfully, Truck City guests for several years now, without the difficulties you had. I suspect that communication was the key here, and we both may have failed on that score. Best Regards.