Wonderful front desk staff during a difficult time
24/08/2018 CountingCars, Asheville, North Carolina
I was in town for not-so-pleasant reasons and when I checked in with the front desk in the late afternoon on a Monday. I had just come from dealing with a very difficult and painful situation. When I ... more
I was in town for not-so-pleasant reasons and when I checked in with the front desk in the late afternoon on a Monday. I had just come from dealing with a very difficult and painful situation. When I then discovered that I had booked my stay for the wrong dates, I wondered how the day could get any worse.
One of the first things that the wonderful woman on duty (I am sorry I forgot your name) did was offer me a free water, which I gladly accepted. It was then that Maria came out to assist with the situation. I had booked online through one of the usual popular sites and I had simply screwed up and booked a week later than I had intended. Maria got on the phone right away with the online service and started to iron things out.
Maria ended up handing me the phone and I explained what had happened to the online company and then handed the phone back to Maria. The online company had to call me on my cell phone for security and verification purposes and when they did, they told me they could re-book me for the number of nights I wanted starting on that day, which would solve my problem, but it would cost me an additional $104. When Maria overheard me tell my wife that, she spoke up rather loudly and suggested I just cancel it and book directly with the hotel, which they said they would do for the same amount I originally paid when I booked online.
I told the rep from the online company that I preferred to just cancel the reservation and after a few minutes, she agreed and we were able to book our two-night stay directly with the hotel and save $104. Maria and the woman working with her that day were awesome and definitely went above and beyond.
Our stay was fine and I really don't have any complaints at all. The place was clean and quiet while we were there and the free breakfast in the morning offered a pretty decent variety of things to choose from and was pretty tasty. Overall, it was a good experience by the real highlight was Maria and the nice woman working with her on the front desk that day. less
NicoleSGM, General Manager at Best Western Plus Chelmsford Inn, responded to this review
Thank you for taking the time to leave some feedback regarding your most recent visit to our property. I'm thrilled to hear that Maria was able to assist you in getting your reservation cancelled through Expedia and then booked through us here at the hotel directly. We definitely recommend booking directly through us next time to best avoid any issues like this from occurring again in the future. I will make sure to pass on the kind remarks to Maria and thank her again for the hard work that she puts in. Thank you again for the kind words regarding Maria. We would love to see you again the next time you're in the Chelmsford/Lowell area again so we may have the opportunity to provide you with another great experience.