Appalling customer service
16/08/2017 Andrea M, Seattle, Washington
I am starting to question the certificates of excellence that TripAdvisor is awarding to some hotels. This hotel is one example. It is not a budget hotel, so for the money we should expect better line... more
I am starting to question the certificates of excellence that TripAdvisor is awarding to some hotels. This hotel is one example. It is not a budget hotel, so for the money we should expect better linens and customer service.
When we reserved the room online, we reserved a double king and we stated in the comments section to please provide a quiet room away from ice and vending machines, and that we would be traveling with a dog. A day before our arrival to the hotel, we received a call to inform us that they couldn't assign us that room because we were traveling with a dog. Instead they assigned us a double queen. We wanted the double king because it is a bigger room, where we could put our dog's bed on the floor and not trip over it.
When we arrived at the hotel they were busy and didn't acknowledge us right away. When our turn came, the customer service was adequate. They gave us our keys and we headed to the room, only to realize that we were right next to the ice and vending machines. We entered the room which was small as we had feared. My husband looked out the window, and saw a condensing unit right outside our window. My husband went back to the front desk and told them that we had asked for a quiet room and instead we were assigned one that was surrounded by all the noisy elements. They simply told him that they were booked.
We were tired and resigned to stay. We sat down to watch the news, only to find that the TV remote control was not working. I was able to turn the TV on directly from the TV, but my husband said that we should get one that worked. So I went back to the front desk. I asked if they had an extra one, and Melissa says "customers press all the buttons and disable them. They don't know how to use them." To which I answered "I don't want to hear about it, I just want one that works. Besides it's impolite of you to talk about your clients like that." And this is when she said "WELL, IF YOU DON'T LIKE IT THEN LEAVE."
I couldn't believe my ears, and proceeded to tell her that she had no business sitting in that chair calling herself a Customer Service clerk.
I have never been treated with such disrespect, however, we didn't let one woman ruin our first day of a fun trip.
We will be writing a letter to the hotel's corporate offices. They need to raise their standards in the hiring of employees. less
KaSandra W, General Manager at Best Western Pendleton Inn, responded to this review
Thank you for taking the time to write a review. Your feedback is greatly appreciated.
We are known for our exceptional customer service, so I am disappointed that you feel this was not the most pleasant experience. As part of our commitment to customer service, we (I) contacted you prior to your arrival to discuss our pet policy. Our website states to call the property directly to verify availability of a pet friendly room, which was not done. When I saw the notes in your reservation that you wold be traveling with a pet, I wanted to make sure that we could accommodate your needs/wants. The particular room type (double king) is not a room that we allow pets in. I therefore called to offer alternatives, be it a different room type (double queen) that would allow pets, or leave you with the option to find alternative arrangements. You agreed to the double queen room.
We also strive to fulfill requests, but due to a limited supply of rooms, we are not always able to accommodate such requests. If we had another pet friendly room available, we would have been more than happy to switch rooms for you. Unfortunately, the only other rooms we had available were already occupied. As you stated above, we were busy!
I know you took issue with your interaction with Melissa in regards to the remote control that was in your room. As I had stepped away to get a replacement remote for you, I was not privy to that interaction. You did come to me while I was still preparing the remote for use in your room and stated your concern. I take such comments/complaints seriously, and try to use those as a teaching moment. Once I had the opportunity to do so, I asked Melissa about the interaction. She stated almost the same thing you did to me. She may have come across a bit awkward in trying to explain the possible reason the remote did not work. Melissa wanted to try to make things right, and was going to bring a gift to you and apologize, but you had the Do Not Disturb sign on your door. She honored that request, and did not disturb.
I sincerely hope that you enjoy the rest of your trip.