Do not use for Airport Hotel Horrible Service
14/11/2018 chrissT5309DO, Tampa, Florida
Do not use this Best Western Hotel for airport shuttle service, BWI has 2 hotel zones for pick up Door 1 (Southwest Area) they force all customers even if your standing at Door 1 to walk to Door 15 th... more
Do not use this Best Western Hotel for airport shuttle service, BWI has 2 hotel zones for pick up Door 1 (Southwest Area) they force all customers even if your standing at Door 1 to walk to Door 15 this is 1/2 mile walk and confusing, you may see your shuttle pass by as your walking not knowing if your going to miss the shuttle now, all hotels pick up at Door 1 zone expect for this hotel, no customer should have to walk 1/2 mile to get picked up. The hotel management made this policy and the employees are simply following the bosses orders and is horrible if you are pulling luggage or traveling with a handicap person or toddlers. Leaving the hotel at 4:30am talked to an agent and signed up for shuttle arrived in lobby at 4:20 and at 4:28 i ask the desk is the shuttle on the way, she calls some phone numbers and says can you take the 5am shuttel Nooooo she says your not signed up for the 4:30 he left already, I was in these chairs at 4:20 when did he leave ? had to use LYFT for $22 to get to the airport this is hotel is not airport friendly as they promote they are. poor best western property consider the Best Western Elk Ridge I started using them and they have reliable shuttle and friendly pick up procedures and the morning shuttles leave on time right at 4:30. less
Journey34326377670, Front Office Manager at Best Western Plus BWI Airport North Inn & Suites, responded to this review
Thank you for taking the time to share your comments and concerns regarding your recent stay with us. I was devastated to hear you had such a bad experience. We are known for our great customer service and attention to detail in everything that we do. But we completely understand that our reputation is not something we should hide behind. That you were inconvenienced as you were is deeply regrettable but I can assure you we will do everything within our power to improve upon this matter. We value your loyalty and we promise that immediate steps will be taken to ensure that we do not repeat these mistakes. We do appreciate that you brought these matters to our attention showing us that we have rooms to improve on several fronts. We regret you left us feeling disappointed as we certainly wish we may have an opportunity in the future to provide you with the level of service we pride ourselves on delivering. Once more, thank you for being our guest. We wish you all the best in your future travels.