This is the worst experience and attitude I’ve ever experienced from a 4* hotel before, I highly suggest you have a chat with Florence - who was rude, lazy, quick to anger, impatient and extremely unp... more
This is the worst experience and attitude I’ve ever experienced from a 4* hotel before, I highly suggest you have a chat with Florence - who was rude, lazy, quick to anger, impatient and extremely unprofessional. We booked a 2 night stay at the hotel. As we arrived on Friday 15 Nov 2019 around 18.00, there was no one waiting at the welcome desk. I waited a short while before calling out “bonsoir” for attention. A lady called Florence then came to meet us. We were welcomed with a frown and hostility. After giving us a VERY rushed talk she sent us on our way, barely waiting for us to ask questions we had about the spa. we felt like the experience was very unwelcoming and she gave off the impression that we were interrupting her from doing something much more important.
After arriving to the room we soon realised that we had only one set of towels between the two of us. not a problem, we thought we would just mention it to Florence on our way out to dinner and ask if she wouldn’t mind leaving a set of towels in our room for us.
we spoke to Florence, who insisted that she couldn’t leave the welcome desk as she is alone, (this of course begs the question where she was when we first arrived). Florence told us we can collect the towels from reception once we were back from dinner, not the 4* service we are used to and certainly surprising that in a 4* establishment they don’t have enough staff to run an errand such as placing towels.
When we arrived back from dinner, we were again met with a frown, and had to remind her for the towel. She then again asked us what we needed. so we said again that we need a second set of towels. she then asked us to specify the towel size, to which I replied, “I don’t know, just another set like we already had.”
She then made us wait a few minutes while she went to go look for towels. she then returned with a horrendous attitude as if i had asked the world of her as well handing me four towels. This is when everything escalated.
I asked her if everything is alright, since she was being so utterly rude and impatient. She tried to blame her mood on ME and the fact that i didn’t specify what size towel I needed. To which I responded that “in the service industry, the customer is always right”. She then very sarcastically retorted, “yes you are right!” and she then turned her back on me and walked away. I said that I was still having a discussion with her, and that i would like to continue talking about this to solve this issue however she went to the behind the bar and told me she is too busy to talk and had work to do there. Again leaving the welcome desk unattended, like when we arrived, proving that she is quite happy to leave the welcome desk as long as it is to her benefit, rather than to a paying customer’s benefit. Which brings me back to the orignal issue which is that, she easily could have taken a towel to our room in less than a minute return trip which is what any other professional, hard working person in the service industry would do.
To be honest this really ruined what was a lovely evening for us and left a very sour and awkward taste in our mouths. We will not be staying here again and i sure hope that Best Western will look into this issue as it’s key that they keep their standards high across the board.
An apology from her personally would be highly appreciated however, from her attitude and clear ego problem I would never expect her to do this. less