Farewell Yellow Brick Road
17/09/2018 Lynett M, Weedsport, United States
Very disappointed with this hotel. This hotel is under construction. Limited parking to none. Park on the street with meters. Checked in and then it took over an hour to get our room. Staff was very s... more
Very disappointed with this hotel. This hotel is under construction. Limited parking to none. Park on the street with meters. Checked in and then it took over an hour to get our room. Staff was very short and snarky. No sense of being welcomed to the area or even this hotel. less
bestwest510, General Manager at Best Western - On The Avenue, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. There were an overwhelming amount of guests that arrived at 2pm demanding they get a room right away.
Our policy says check in time is 2pm. But its not guaranteed. My housekeepers are scheduled 10 am to 6 pm. Not all rooms could be cleaned before 2 pm.
Unfortunately, we could not clean rooms faster than the amount of guests arriving. I have been in the hotel industry for over 10 years. I have not seen that happen very often.
Its common though at big resorts or in Las Vegas. You often wait longer than the check in time stated on their websites.
I know my team was working as fast as possible to get rooms cleaned. Unfortunately, we fell short for not satisfying all of our guests. For your discomfort I am applying Best Western Rewards points to your account.(see the other email I sent you)
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.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly.