Bad experience - hotel old, service terrible
19/03/2017 foxinchic, Chicago, Illinois
We booked this hotel based on Tripadvisor reviews AND booked through Tripadvisor. After waiting nearly 30 minutes to be checked in, we found our room to be old with stains on the ceiling, a 3 inch ga... more
We booked this hotel based on Tripadvisor reviews AND booked through Tripadvisor. After waiting nearly 30 minutes to be checked in, we found our room to be old with stains on the ceiling, a 3 inch gap in the door, and mold in the bathroom. After complaining to the front desk they put us in a new room on the lower floor (after hauling 3 suitcases up the stairs and then downstairs - no elevator!). The room was only slightly better and we agreed to move. However, the clerk told us that it was $15 more - which I saw as ridiculous. (The room was the same size - just happened to be more recently renovated but not much better). I asked to see the manager who was "on the phone" for over 45 minutes. When I walked up to see her, she ignored me. Finally, after talking to 4 of the staff, and getting a bit frustrated, they agreed to not charge me for the extra cost. In the meantime, I saw no less than 5 other customers very angry with their room situations!!
The next day, I spotted the manager who was very unapologetic. Instead, she claimed that we were lucky to have the option to get a "better room" and we had it "comped". She explained that "discounted rooms" were discounted because they were on the 2nd floor and were the older rooms. I explained that I booked through Tripadvisor and not Hotels.com, PriceLine, etc. She did not care. Her view was that she had the right to sell rooms in the worst parts of the hotel. At some point she asked how she could make me happy and I said that she should both reduce the bill ($175 for a very old and tired hotel) and improve the notice for unsuspecting customers. She did neither and she was fairly rude in the process. Stay away from this hotel. less
Rick N, Director of Sales at BEST WESTERN Palm Beach Lakes, responded to this review
Thank you foxinchic for taking the time to share as you told Danielle, our Assistant General Manager, you would. We appreciate any and all feedback. I was here that day when you met with Danielle. I will share your review with our Management team in our next staff meeting. We hope it was helpful to you to write this review.