Horrible night sleep, employees don't care, manager lied in response
24/06/2018 jeffers102, San Jose, California
So, I am re-posting this review. I had to remove my previous review because a manager commented on my review apologizing for my experience (though also saying what I said was untrue), but also includ... more
So, I am re-posting this review. I had to remove my previous review because a manager commented on my review apologizing for my experience (though also saying what I said was untrue), but also included my personal information in their response. I contacted TripAdvisor, but the response wasn't quick enough, so I had to delete my original review to have my personal information taken down. Maybe that was Best Western's intent?
As for the original stay, the problem stemmed from several guests getting drunk and partying and smoking outside until around 4:00 AM. I contacted the front desk multiple times and was told each time that they would look into it. Each time, nothing happened. I had an early flight, so I effectively got zero sleep that night, which really sucked. To add insult to injury, the manager apologizing in my original review stated that it was an apartment complex next door and not their guests. Total lie, as I saw the group of people in the Best Western parking lot sitting on cars. Even worse, they lied further and stated that they reviewed security footage and there was no one there in the parking lot. Again, I SAW THEM! For HOURS! Given that they blatantly lied about several things and posted my personal information, I will never stay with them again (any Best Western). Horrible experience. less
Amber T, General Manager at Best Western Airport Plaza, responded to this review
Good Day again jeffers102,
I would like to once again apologize for the inconvenience you experienced when you stayed with us. There was no reason you had to repost your review as I responded to the original with what we as a staff dealt with that night. I never said you lied, I would never say that. Additionally, I did not lie. I have no reason to lie. I take full responsibility when guests are unhappy. I take my guest reviews, thoughts, and ideas into consideration every time we are given feedback. That is part of growing and adapting to business and guest needs.
The hotel specifically did not have guests staying here that we "getting drunk, partying, or smoking in the parking lot." Were there people there in the hotel parking lot and next door at the apartment complex, yes, but they were not guests. We asked them to leave and even called the non-emergency dispatch line of our local police department. These people. who again were not guests, left our parking lot and went into the apartment complex parking lot before officers arrived. We cannot control what happens in other parking lots.
It is unfair to say that staff did nothing as we contacted authorities, I was here in the middle of the night working on a solution and trying to compromise with the manager next door. I personally reviewed the security footage before I made contact with the people who were causing the disruption, that was for the safety and security of my staff as well as confirmation that these people were not guests.
Additionally, I do not have your personal information to share with anyone on TripAdvisor and I would appreciate it if you did not suggest that I provided that to anyone. I have your screen name and that is it, just as everyone else on TripAdvisor - this is how we are required to address people.
Thank you again for your review. I wish I was writing to you under different circumstances but we are in a primarily residential area and do not experience these types of issues on a normal basis. We serve the business community to the best of our ability but cannot control the actions of others not registered or linked to the hotel. If for any reason you need to discuss this further or have any questions, I am open to discussing this matter with you.
Thank you again for your time,
Amber Todd
General Manager
Best Western Plus Airport Plaza