Staff was hostile and discriminatory
I selected this hotel because it marketed itself as pet friendly. I was traveling with my service dog and honestly just needed a quiet place to rest my head. I booked the room online at the last min... more
I selected this hotel because it marketed itself as pet friendly. I was traveling with my service dog and honestly just needed a quiet place to rest my head. I booked the room online at the last minute and was exhausted when I arrived. The girl at the desk put me in a king sized room in the tower. The room was okay, clean except for some mystery smudges on the mirror. I settled in and took a nap before walking over to the attached restaurant for dinner. (My service dog was with me both at check in and when I went to dinner). Later that night, after 11 pm, I walked the dog one last time before bed. When I came back in, I was approached be a girl from the front desk. She told me I couldn’t have a dog in the tower because it wasn’t pet friendly. I told her it was a service dog and she said we still shouldn’t be in that room. Next, she asked me when I was leaving. I told her first thing in the morning. She finally said okay and asked me for my room number.
In the morning, when I checked out, the man working at the desk informed me that I had been assessed extra charges for my pet. I explained to him that my dog was a service animal and he said it didn’t matter and that I had been deceitful by not telling anyone I had a dog with me(even though the dog was always at my side and clearly visible). I told him that I had never been charged a pet fee for my service dog and he just stared at me and said “handicapped people still have to pay for things, even parking.” I told him again that I didn’t think it was right, and that I would be calling the corporate office. He finally waived the fee but was very unprofessional. There was a line of other guests waiting to check out behind me who got to watch the whole encounter.
I never felt so unwelcome in a hotel in my entire life. The staff was hostile and discriminatory. They also charged $12 dollars for parking, and never mentioned the fee at booking. I wouldn’t recommend this place to my worst enemy. Avoid it at all cost. less
Paul C, General Manager at Best Western Plus Cairn Croft Hotel, responded to this review
Greetings from Best Western Plus Cairn Croft Hotel!
Thank you for spending your precious time reviewing our property. On behalf of our entire team, I would like to apologize for not exceeding your expectations. We give foremost importance to our guest observations and feedback as they help us progress ourselves to provide superior guest service possible to all our guests. We regret for the inconvenience caused to you. If you take a look at other reviews, our patrons have praised us for our excellent service. The situations you have explained in this review is definitely not what we deliver here. Rest assured, your remarks will be reviewed by our management team and essential actions will be taken in order to correct and minimize possible unsatisfactory experiences in the future.
I hope you will give us another opportunity to showcase our superior customer service.
Best Western Plus Cairn Croft Hotel