Nice hotel but bad bad customer service
11/03/2017 krdcunha, Allen, TX
We rented a room at this hotel based on previous reviews. We booked it through Orbitz and after the initial reservation, we made some changes that extended our 1 night stay into 2 nights. The first ... more
We rented a room at this hotel based on previous reviews. We booked it through Orbitz and after the initial reservation, we made some changes that extended our 1 night stay into 2 nights. The first night went well. The room was nice enough and relatively clean. They did have a mounted telephone on the wall of the bathroom that was covered in a thick layer of dust. I thought that was really strange. The breakfast the first day was ok but they ran out of plates and butter less than halfway through breakfast. I had to ask them more than once for these items.asked the attendant. We went to a local museum after breakfast and soon after Lauren called me on my cell phone and said we need to vacate our room as we were only there for one night. I corrected her and told her that we were there for 2 nights per our Orbitz reservation. She asked me for the reservation number and I told her that it was an email confimation number. She demanded to know the number right there while we were in a museum and I told her we would be back in an hour or so and I would show her the confirmation email from Orbitz. I showed her the email and confirmation number when we arrived back at the hotel and she called me in my room shortly after that and said they still could not find my Orbitz reservation number even though I had given it to them and showed them. She told me that I was going to have to get on the phone with Orbitz and fix it because they were fully booked for the night and we needed to leave. I told her that this was between the hotel and Orbitz and that we had paid for our room and they needed to call Orbitz and not me. We went to the front desk about 30 minutes later because one of the room keys was not working and the manager, Christy, told me I needed to call Orbitz and get things straightened out because they did not have us in the system and because apparently Orbitz made some mistake, we would have to be relocated to someplace else because they were booked. If we did not want to leave, she told us that she would call the Canyon police department and have us escorted out. I was really shocked by her saying this as I was with my husband and young children and nobody had ramped up the dispute to that level. I told them I would call Orbitz but they might need to speak to them also so I made the call from the lobby. After talking to Bobby at Orbitz and explaining the problem, he said he would call the hotel and see if we could stay or find another room in the hotel. At that point, I heart the phone behind the counter ringing and ringing for about 5 minutes. Nobody was behind the desk and nobody answered the phone even though there were 2 guests waiting to check in. Bobby told me that he kept getting a message saying that the hotel was busy dealing with guests. He asked me if they are busy at the desk and I told them that nobody was up there, even though the manager was supposed to be nearby. After another 5 minutes, some other clerk started checking in the other 2 guests. Bobby started calling again and nobody answered the phone, including the clerk at the counter. I eventually asked her to pick up the phone as Orbitz was trying to return a call to the manager. She ignored me. At that point, I saw the manager walking down the hallway and told her that Orbitz was trying to talk to her and she needed to answer the phone. Orbitz spoke with her and verified that they did not have any rooms . Orbitz offered to get us a room at another hotel in town that was older and not as nice but my husband was so irritated that we decided to leave early and cut our vacation short. I know this problem originated with Orbitz but assuming that a customer did not reserve a room for 2 nights when in fact I had and threatening to call the police and refusing to pick up the phone was about the worst customer service ever. I would not stay here again. Lauren and Christy were horrible with providing any type of reasonable customer service. less
Yogin P, Owner at BEST WESTERN Palo Duro Canyon Inn & Suites, responded to this review
First of all I would like apologize for the trouble you had to go through while you were at the museum. Orbitz and 3rd Party reservations sometimes do have glitch while transferring from their system to our interface. Regardless that being said - Customer Service and courtesy to you as a Guest is really important to us.
I will personally make sure to talk to both employees and Thank you very much for this feedback
Please give us another chance while you are in Canyon