17/03/2017 201jiany, Toronto, Canada
I used 24000 points to book a night at Best Western Plus Arena Hotel (1324 Atlantic Avenue, Brooklyn, NY 11216) (Check-in: March 11, 2017; Check-out: March 12, 2018). When I arrived there, I was give... more
I used 24000 points to book a night at Best Western Plus Arena Hotel (1324 Atlantic Avenue, Brooklyn, NY 11216) (Check-in: March 11, 2017; Check-out: March 12, 2018). When I arrived there, I was given a basement room (C-005), the wifi internet is very bad so I can't even send my emails. As I was very tired and had an important meeting the next day, I did not complain to change another room. However, when it was around 4 am, I was waked up by very loud sound. It seemed a very bitter fight or a quarrel. I could't sleep at all due to this noises, which lasted over 2 hours. I tried to call the front desk but no body replied my call. I was very very tired today, especially I had a very important meeting. During the fight, no staff tried to stop them. Even worse, I noticed that there was a small piece of bleed on the bedsheet, which also made me very unhappy. It seemed very dirty. All in all, it was a terrible experience for me to live in this hotel. It definitely affected my sleep and work. I think I should get some compensation from your hotel, at least, I should get the 24000 points back. However, I called you to explain my case and the agent gave me only 12000 points back. Although it might be reasonable from your perspective, I am not satisfied with this because the fighting noise really affected my important meeting. I think I should get the other 12000 points back as well. less
Cleopatra T, General Manager at BEST WESTERN PLUS Arena Hotel, responded to this review
Thank you for choosing to stay with us during your visit to Brooklyn. We apologize that your experience was a terrible one. We strive to provide our guests with excellent customer service and I am sorry that we did not meet your expectations. We definitely understand how important the WiFi connection is for our guests. I am sorry to hear that it did not work well in your room. I will follow up with our technician to ensure the issue will not happen again. We apologize for the loud noise that disturbed your sleep. We took actions and tried to do everything we could to stop the loud noise. Our team member was alert and responded to all our guest's inquiries. We apologize for you finding a stain on the bed. I assure you that this is not our standard and we inspect thoroughly all the rooms prior to guest arrival, as cleanliness it is very important for our guests satisfaction. It is very sad to hear that your important meeting was affected by your unpleasant experience while visiting with us and we appreciate the opportunity to offer you 12000 bonus points as a compensation. We value your honest feedback and your brand loyalty and we hope to have the opportunity to welcome you back to Brooklyn so we can show you our commitment for guest satisfaction.