Not the room I reserved
During the check-in, employee at the front desk did not instruct me at all that the room that I have reserved (with one king bed) was not available and yet proceeded to check me into a two-queen bed g... more
During the check-in, employee at the front desk did not instruct me at all that the room that I have reserved (with one king bed) was not available and yet proceeded to check me into a two-queen bed guest room. When I have arrived to the room, my girlfriend and myself have contacted the front desk via room phone and asked why were we checked into a room that we did not ask for during online reservation, nor we were told about it during the actual check-in. The front desk employee has said that "well the room that you have reserved with one king bed is in the basement". The employee has added that it is an upgrade to what I have, but clearly it wasn't. I honestly didn't know what to say to that kind of response. There was no assistance or any further suggestions from the staff if I even want to move into the room that I have booked or appologies for the inconvenience. We have asked for 20% off for the stay and the employee has agreed to do so. I have yet to see that 20% to reflected on my bill...
Not sure if I'll stay here at this location again. less
Kamran J, Manager at Best Western Plus Brooklyn Bay Hotel, responded to this review
Dear Denis Mosienkov,
Thank you so much for your feedback. I apologize for not exceeding your expectations during your stay. Upon reviewing your reservation, you did book for a lower floor room which is cheaper due to its location, which is in the basement level. Our Front Desk clerk definitely gave you an upgrade on the second floor. Altough you did book a room with one bed, but room being in the basement, you were given a room with two Queenz size beds for the same price with no extra charge.
We love to upgrade our guests when we have available rooms and this is one exmaple of our great Customer service we provide to all of our guests and I feel sad this didnt appeal to you. Nevertheless, we will work harder to provide amazing experience for our guests and we love to see you satisfied.