Great stay ruined by one person!
09/04/2017 allifromWI, West Bend, Wisconsin
Our stay was pretty good. Beautiful, clean, fairly new hotel. Very nice, helpful staff in the evening. The pool area was little small & dark, the breakfast was the usual hotel breakfast, but, honestly... more
Our stay was pretty good. Beautiful, clean, fairly new hotel. Very nice, helpful staff in the evening. The pool area was little small & dark, the breakfast was the usual hotel breakfast, but, honestly, before check out time, that would have been the only thing I could nitpick to find something wrong. I probably would have given this hotel a 4 or 5.
However, when we went to check out, we mentioned that the toilet in our room had become difficult to flush overnight and when my husband used it right before leaving, the handle broke off (cheap plastic handle - the toilet still flushed, but he handle would need to be replaced). When we reported this to the girl at check out, she got real snippy & said something like "well, why didn't you tell us? We would have had you switch rooms so we could fix it." I told her it wasn't that bad until this morning when we were getting ready to leave and I wouldn't have wanted to switch rooms at 2a.m. when the (then very mild) problem was discovered. She said something else snippy & said nothing else to us. No "I'm sorry you had that problem" or "Thanks for staying with us." Very disappointing because the rest of the stay was pretty good! less
Eva F, Guest Relations Manager at Best Western Plover Hotel & Conference Center, responded to this review
Thank you so much for taking the time to leave a review.
I am glad to hear you liked most of your stay, and I am sorry to hear that your check out was not up to satisfaction.
I apologize for coming off snippy, as that was far from my intentions. I was inquiring if you had let anyone know because I would hate for an issue that could be resolved be left until check out, as we always wish to make your stay the best possible. We always want our guests to be happy and enjoy their stay. When I made the comment about being able to come in and fix it before it broke or change rooms if we couldn't fix it, I did not have all the information on what happened with the toilet handle and when it happened. I do sincerely apologize for coming off as snippy.
I did wish you a good day when I handed you your receipt, but will remember for future stays to explicitly express my gratitude for guests staying with us, as we do appreciate our guests choosing to stay at our hotel. I am sorry that you did not feel that we appreciated you as a guest. That is very disappointing to hear, and I hope you give us another shot.
I hope this event does not stop you from staying with us in the future. We would love a second chance to make you happy. We appreciate the time you took to leave us feedback, and we will utilize this to enhance our guests' future experiences.
Thank you for your stay, and we look forward to seeing you in the future.