It was clean, and very close to the interstate. We stayed 2 nights in a suite, we have a 2yr old & 8mo old & wanted the extra space. The room was fine, our issues started on morning #1 when we came do... more
It was clean, and very close to the interstate. We stayed 2 nights in a suite, we have a 2yr old & 8mo old & wanted the extra space. The room was fine, our issues started on morning #1 when we came down for a hot breakfast. There was a sign posted asking people to be patient as the person cooking and serving were the same. So we waited about 15min, watching maskless employees walk by our family to get behind the barriers to get their own coffee. I finally went to the unmanned front desk, and had to raise my voice to get someone’s attention. The unmasked employee just said it was only grab n go today, I had to ask him to make more bags as 2 bags would not feed my family of 4. While I understand people call in sick, plans change and in a Covid world grab n go is better than no breakfast... their customer service needs work. I probably wouldn’t have even left the review, if we hadn’t been passed by employees. Also, I have no preference when it comes to masks/no masks, but I do find it frustrating for a place of business to have signs posted that masks are required, and their employees don’t wear them. I only saw 2 wearing them during our 2nights stay. We would probably try a different hotel next stay. less
Elizabeth Frazier, Guest Services / Front Office at Best Western Plus Ambassador Suites Venice, responded to this review
We do apologize about your issues during your stay! Yes, as you mentioned, things do happen. Our breakfast attendant is usually never out sick, but every once and a while, like most people, it happens. If we cannot find a relief, then we have to provide grab n go option for our guests. We hate to do it, but we want to ensure that we are taking care of our guests. We will look into why our staff was not working together to inform you about breakfast that day, as that is not how we like to conduct ourselves. We also want to apologize about the masks, no one is allowed in the breakfast area without one, so we will see who that employee was that walked behind the barriers. They are not required anywhere else in the hotel. Outside of breakfast, we are happy that you enjoyed your stay in our hotel! We hope to see you and your family here again one day.