Customer service poorly lacking.
09/01/2017 Pat C, Modesto, California
We booked this through trip advisor. We needed a stay, park and fly reservation and that's why I booked this hotel. I even sent a question to the hotel website asking if this was an amenity at this lo... more
We booked this through trip advisor. We needed a stay, park and fly reservation and that's why I booked this hotel. I even sent a question to the hotel website asking if this was an amenity at this location and they confirmed it was.
The hotel is located in a very scary area and the lobby is dark and not clean.
Upon arrival there were two desk clerks and they said that stay, park and fly option was no longer available at that location. They told me that we could park across the street and have to pay the garage $8.95 plus taxes and fees. I said to them both that wasn't what I had booked and ask if they would reimburse me or adjust the room rate some. One of the clerks said I was already getting a cheap rate at $139 for a night. At that point my companion suggested we go elsewhere and we did. One clerk said she would cancel my reservation at no charge. I already had a room with cancellation free if I don't check in.
We went to Holiday Inn Express down the road and we're greeted with a smile, welcome and a bottle of water and we hadn't even yet got a reservation. What s difference in customer service. less
Bestwestern05603, Manager at BEST WESTERN PLUS Airport Inn & Suites, responded to this review
I’m terribly sorry that we failed to meet your expectations in some ways. We take real pride in this hotel and believe that pride shows in everything we do. I’m disappointed that we could not satisfy you. We’re always working to make the guest experience better than ever before.
I do understand your concern with regards to us being unable to honor a park n fly as you may have notice our hotel does not have the space for additional vehicles and our staff and all website do not offer park n fly I apologize for any misunderstanding. I am happy the staff was able to cancel your reservation with not charge and you were able to locate a hotel near by that could accommodate your needs.