Incredibly rude management
05/02/2019 Sbabyl0505, Spring Lake, NC
The room was great, the night shift staff was fantastic. I traveled to Charlotte for business and I keep very late hours with work, so when I checked in, I was given late check out. The young man note... more
The room was great, the night shift staff was fantastic. I traveled to Charlotte for business and I keep very late hours with work, so when I checked in, I was given late check out. The young man noted it in his log book and told me I was good to go. However, the manager who worked the morning shift kept sending housekeeping to my room to wake me up and then she called me. I explained to her that I was exhausted and had late checkout. I asked her if she checked her log book and she just got defensive and aggravated then hung up on me. No apology for disturbing me or anything.
The next day I noticed a $50 fee charged to my card. I called and had the misfortune of having to deal with this same young manager. She told me that the fee was from me smoking in my room. Now, I am a 22 year Air Force retiree, and I know how to follow rules. I am also very attached to my money, and smoking in the room is not a financially sound decision. I tried to get an explanation from the manager and she said she smelled smoke and so did the housekeeper that I turned away when she woke me up. I do smoke, and is possible that the smell was in my clothes because I went to my car to smoke before I went to sleep because it was super cold outside. Maybe the smell transferred to the sheets. Maybe I had a cigarette butt in the trash. I don't know. What I do know is that instead of dealing with me in a professional manner when I called her, she hung up on me. When I called back and asked to speak to her manager, she told me that there was no point because he was going to go along with whatever she said. I have never felt so disrespected and powerless. Especially with me being in Florida at the time that I had to deal with this spiteful woman. She has left a bad taste in my mouth as far as Best Western goes and I will never stay at another one. From a business standpoint, I hope that more senior management trains her or gets rid of her because she is not a good reflection of your brand. I was really pleased with my stay until my encounter with that woman, even after helping a woman who was being accosted by two drunk men in the elevator. (Night management handled that situation very well, by the way). I believe the manager's name was Candace, but don't quote me on that. The date of my stay was 9 January 2019. On a more positive note, breakfast was fantastic, the staff who worked breakfast went above and beyond and I was very pleased with them as well. It's a shame that one person in a leadership position can mar the reputation of an entire brand. My suggestion is to be more discerning in choosing the employees that your customers have to interact with because it really makes a difference.
I don't want to leave a one stat review, because like I said, everything else was on point. But my trip was really ruined by that girl. So I'll leave 2 stars. less
Kam P, Manager at Best Western Plus Charlotte/Matthews Hotel, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.