No Hot Tub. After waiting 72 hrs for Mgmt call, an INSULTING compensation offer!
12/06/2019 GOUTESGO, Salt Lake City, Utah
Hot tub not working at arrival. Asked for compensation; told Manager would contact me w/ fair offer, so took rm. Asked for Mgr at checkout; "Unavailable; will call you today [Sunday, 9 Jun]." No ca... more
Hot tub not working at arrival. Asked for compensation; told Manager would contact me w/ fair offer, so took rm. Asked for Mgr at checkout; "Unavailable; will call you today [Sunday, 9 Jun]." No call. Called motel MO, 10th, for Mgr. "Mgr off site; will call you today." No call. Called motel TU, 11th, same story: "Mgr off site; will definitely call you today." NO CALL until an hr ago today, WE, 12th. When I declined Mgr off of "bonus points towards future stay, h is final offer was <$10 credit back to my card (10% of bill before tax). AFTER I WAIT 72hrs?!! FORGET IT!!
OTHER ISSUE: Although our ADA-Accessible rm was very satisfactory, it was at FAR END of hall away from elevator -- a LONG, UNNECESSARY trundle on crutches! :-( less
Best Western Pl... C, General Manager at Best Western Plus Carousel Inn & Suites, responded to this review
Our mission is to optimize the value for our guests through clean (and functioning) facility. It's clear we fell short in our promise and deeply apologize for any inconveniences this may have caused.
As you informed me over the phone, you were fully aware of that our hot tub was out of order at the time of check in and we would have gladly refunded your entire stay had you decided to find other accommodations. We are glad you chose to stay with us regardless of the hot tub being out of order and I see we made several attempts to reach you earlier this week but were unsuccessful in reaching you due to full voicemail. We pride ourselves to our commitment to our guests and we thank you for the opportunity to address this for you.