Maintenance work could be required
28/10/2018 oldpodo, McHenry, Illinois
Had an issue with the toliet and when it was brought to the attention of the manager he told us there was no maintenance person on duty and he couldn't leave his desk and offered us a plunger. I went... more
Had an issue with the toliet and when it was brought to the attention of the manager he told us there was no maintenance person on duty and he couldn't leave his desk and offered us a plunger. I went up and told my husbandnd he came down to address this issue since we are not maintenance people didn't feel it was our responsibility to take care of this. He said he would try to call the owner since he couldn't leave his spot (and trust me he never did move) We asked for another room since we obviously couldn't use the one we were in. He said he couldn't do that. He did try to contact the owner again. The owner finally suggested that he give us another room, we agreed but when we went to move in the air conditioner didn't work, nor did the TV and there were some electrically issues. All were taken care of by a switch and eventually the manager left his post and came up. He was told to come up and see what was going on since another patron had an issue with their toilet. In both of our opinions this will be the last time we come to this facililty. It was our fourth BW Plus on the trip and had nothing but wonderful experiences everywhere else. On check out asked the girl at the desk to have the owner contact us regarding this matter and we are home 4 days and have heard nothing. We have stayed there before and never had any issues. less
kaczusia, Owner at Best Western Plus Des Moines West Inn & Suites, responded to this review
Dear Oldpodo, this is the owner and manager and I am sorry for your experience at my hotel. We check the operation of the toilets when we clean the rooms so we can be certain we have a perfectly operating bathroom. During the day when we have our staff on duty any problems with clogged toilets are handled by our maintenance man when the guests are gone. After 5pm we only have one person on duty and being a limited service hotel we do not have any more staff on duty afterwards. Clogged toilet issues are not just a matter of expediency and convenience as you perceive them but also a delicate matter of dignity and decency and I am sorry you did not catch that subtle difference and came down to the front desk confronting our front desk in front of other patrons demanding that he drop everything to unclog your toilet.
All the guests that had this issue handled it in the following manner. During the day when the maintenance staff is on duty they requested the service and then left the room.If the issue happened in the evening they came to the front desk and discreetly asked for the plunger, which we always keep by the front desk in a plastic bag. They then unclog the toilet they plugged and hand the plunger back.
I value my employees and want to create an environment where they feel appreciated and valued and not disrespected by me, staff or the guests. If a guest comes over loudly demanding to unclog the toilet that they plugged up, I don't believe it is the duty of my clerk to unclog it. In most cases our guests have been sensitive to this issue and that is why I leave it up to the clerk to decide if he is okay you doing it for the guest. Apparently in your case the way you ordered them to do it has triggered certain emotions we are all entitled to called dignity and appreciation and he respectfully declined to perform the task. And I support him in that because he is not obligated to be subjected to this treatment but provide hospitality for those that respect him and need help.
I am sorry for your experience but unlike the heading it had nothing to do with maintenance but with human relations and respect, and you, unfortunately, did not meet that criteria. We still did not leave you with your problem but gave you another room instead and even explained how to turn on the tv and ac. All in the spirit of respect in hospitality.