Very disturbing mix up.
08/10/2017 Maria L, Santa Fe, New Mexico
This was an average, good enough place to stay until just as we were falling asleep I heard someone trying to get into our room. We were very tired, and I let it go as a mistake for a while but then ... more
This was an average, good enough place to stay until just as we were falling asleep I heard someone trying to get into our room. We were very tired, and I let it go as a mistake for a while but then called the front desk to let them know. At some point I went to the door and yelled at whoever was out there to go away! I was almost asleep again when the phone rang, asking me what my name was. I told the front desk clerk and was getting angry at the interruption. As I was almost asleep, these events are not well remembered.... but then after getting back in bed and again feeling like all should now be well there was another call, now from the manager at the front desk, asking me to come down with identification and a credit card. I dressed and went down in anger where the manager, Brandon and I figured out that we had been booked into a room that had been promised to someone else. Indeed, Brandon showed me the computer generated registration form and it was not my name on the top, yet I had signed it. My bad for not checking, sure, but not my bad to begin with; the clerk didn't check either! Brandon was clearly trying his best to straighten out the mistake, but I was quite angry by this time, and felt some compensation was due me. Brandon claimed that I didn't even have a reservation, tho I checked my electronics later and found that I did. SOOOOOO I gave Brandon my credit card so we could be appropriately charged for the room (Brandon declined my request to comp the room), and finally got back to bed and eventually, once calmed down, I went to sleep. Staying in a strange place tends to put us in a vulnerable frame of mind, and this experience was quite disturbing to my sense of peace and safety. less
Michelle G, General Manager at Best Western Palo Duro Canyon Inn & Suites, responded to this review
Dear Maria L,
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. 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 at 806-655-1818.
Best Western Palo Duro Canyon Inn & Suites