Enjoyed a beautiful room/suite at this hotel last night. Well furnished room. Excellent shower. Evening desk clerk was most helpful and extremely professional. This morning, things were NOT as good. Hot breakfast items were totally cold or room temp (bacon, eggs, and sausage). Biscuits hard as a rock and cold. Gravy for biscuits was over beside the juice and hard to identify. In front of gravy was a tray of choc chips, coconut, candy pieces, etc. ?????
I had requested my receipt to be put under my door, but that did not happen. Went to front desk to check out. Waited 10 minutes and no one ever came. Finally I dialed the hotel on my cell. Rang 21 times before anyone bothered to answer. Desk clerk named Erica finally ran up to desk, did not acknowledge me at all, but grabbed phone to answer. She was quite shocked to realize that I (the caller) answered. Made excuses that she was taking down the breakfast and was busy.
I asked for receipt, she printed one out and handed it to me. I was unhappy to find that I was charged an amount different to what I was told last night. She became very defensive and rude and eventually claimed that I was lying about what I was told. I had to remind her that she was not present the night before and was out of order in saying she knew I was lying since she was not even on property last night.
Without further details, I must say that this young girl spoiled all the good things we had experienced about this hotel. She obviously knew nothing about professional customer service. I finally got name if manager and will contact him as well as Best Western Corporate about the overcharge and the response by Erica!
Note, too, that although the hotel is very nice, it is cheaply built and poorly insulated. The road noise was very high all night. If you look carefully, you see many “short cuts” in the carpentry and construction of the hotel. less
BWPlusLeeds, Front Office Manager at Best Western Plus Bass Hotel & Suites, responded to this review
We apologize that we did not exceed your expectations.