Very poor customer service
12/08/2019 Kief1986, Evansville, Indiana
Room was clean and comfortable but there was no air in the room when we arrived so it was very hot and smelled musty. Also wanted two queen beds but would only give us king (exact same price) even tho... more
Room was clean and comfortable but there was no air in the room when we arrived so it was very hot and smelled musty. Also wanted two queen beds but would only give us king (exact same price) even though the people behind us reserved a king room and could only get two queens. It really doesn’t make sense when they could have traded rooms and made two people happy. So not really big on customer service. less
Best Western Pl... C, Manager at Best Western Plus Carousel Inn & Suites, responded to this review
Kief1986,
First and foremost thank you for the review. Please allow us to take this time to apologize for the weird musty smell that was apparent in your room. We will be investigating where that smell is coming from and hopefully eradicate it immediately.
Regarding your request for two queen beds instead of the king, Know that we at the property were willing to switch you into the room you desired. All that had to be done was for either you or your husband, Kurt, to inform hotwire.com of this change and have them send the property a new reservation. Understand that the kings and double queens are not the same price therefore a new reservation had to be created. The property would have happily cancelled the old one without any penalty and given you the double queen.
However when Kurt was informed that he had to call hotwire.com, he decided to proceed with checking into the king room. It wasn't until roughly 20 to 30 minutes after check in does the property receive a call from hotwire with your request to change rooms. At that point it was too late to give you what you want without incurring additional charges since you were already checked into the king room.
We understand that having to call hotwire.com for this change is an inconvenience especially after a long drive and we sincerely apologize for it. This is just protocol that we follow at this hotel as it is our contractual obligation to inform our third party partners of any changes to all reservations. If you would like to speak with us directly on this issue please do not hesitate to give the property a call. Again thank you for the review we hope you will reconsider staying with us in the future. Until then safe travels.
Sincerely,
Andrew Lee
Manager