We were in town for the annual Winter Music Festival & I had made reservations a few months in advance for 2 nites, Fri & Sat. However, a few ago, our plans changed & we decided to only stay over Sat ... more
We were in town for the annual Winter Music Festival & I had made reservations a few months in advance for 2 nites, Fri & Sat. However, a few ago, our plans changed & we decided to only stay over Sat nite, so I called the hotel & cancelled Fri nite but kept Sat nite's reservation. We only live about 90 minutes away, but we always like to stay overnite & hang out at the coast with friends who attend the festival. After spending the day listening to great music, we head to hotel to check in & get ready for dinner, we find out that we don't have a reservation & they are completely booked, due to the Festival!! After some digging, we find our reservation is for the NEXT weekend! Now, we don't know whose error it is at this point--mine or theirs. It could go either way. But the front desk staff, Shawn (who we find out is the one who handled my phone call when I called to make the changes) & the young lady (whose name I can't recall, but will update when I do!), who were on duty, were so helpful. First, they called several other hotels in town, but there was no availability. We actually just decided to drive home after the final musical act, as that was the easiest answer. They extended discount coupons for dinner in their restaurant, which we accepted & enjoyed. We also accepted a few of their warm cookies, which were delicious!!
I'm sure if we were farther from home, the weather were an issue or we had pushed harder, they would have been able to have found a solution. We were impressed by the customer service & all involved went above & beyond to try to solve a problem that may not have even been their error.
Kudos!! We will be back!! less
redporsche, Guest Relations Manager at Best Western Pier Point Inn, responded to this review
Dear Verna, thank you so much for taking the time to let us know about your experience. Please accept our most sincere apologies for not having a room for you however we are very pleased that we did our best to make you feel comfortable under the circumstances. We would very much appreciate having you call our general manager, Steven Shrewsbury to make your next reservation. We know he will appreciate the opportunity to hear from you. Thank you!