OK Facility, Bad Experience with the Staff
18/06/2019 Stephen T, Harvest, Alabama
When I checked in, the front desk worker had trouble running my card, and kept trying, telling me several times it had been declined. Finally it went through. However, when I checked my account, I h... more
When I checked in, the front desk worker had trouble running my card, and kept trying, telling me several times it had been declined. Finally it went through. However, when I checked my account, I had been charged for my full stay 11 times, so I had 11 holds of nearly $300 each. I called the front desk, and the man said I was wrong, the transactions didn't happen, but when pressed, admitted they had happened, but would be gone in the morning. I checked the next morning, and they were still present. I confronted the man that night, and he said the matter was resolved and the holds would be gone when I checked out. Three days later, they are still there. I understand it usually takes a few days, but for a matter of such a large number, I would think they could try harder.
The rest of the staff was kind and helpful. I felt as thought hey were sympathetic to the issue and made a genuine effort to resolve the matter. The one employee, however, ruined it.
The facility itself is fine. It's a little old and could use a refresh, but it was fine. One of the walls had all its outlets not working, which was a drag. less
Yogi U, General Manager at Best Western Plus Atrium Inn, responded to this review
Dear Stephen,
First, I want to thank you for your feedback as we use it to learn from, and make improvements where needed. On behalf of our entire team, we would like to apologize for your recent experience, and definitely assure you that our intentions are to always make a genuine effort to resolve the matter in hand. In attempt to correct and enforce our hotel standards and policies we will address your situation with our staff.
Also, I greatly appreciate your comments about aspects of our hotel. In taking great care of our charming hotel, our main priority is to be able to offer a very well-maintained and comfortable atmosphere. We continually work with maintenance and housekeeping to insure we provide the very best accommodations you deserve. So, again please believe our hotel aims to provide a truly pleasurable experience. It important to us that our guest are more than satisfied and if given the chance we would love the opportunity to make it up to you.