Disappointing Hotel, disappointing service!
22/03/2017 Sara B, Madison, Wisconsin
I recommended this Hotel as a member of Best Western rewards club to some friends for all of us to meet at. I have stayed here twice previously with no problems. My friends requested an early check in... more
I recommended this Hotel as a member of Best Western rewards club to some friends for all of us to meet at. I have stayed here twice previously with no problems. My friends requested an early check in 1pm....they were unable to get into their room until 5:45pm. Way past the check in time of 3 pm. They were repeatedly told it will be ready in 30 minutes. We had group dinner reservations for 6pm. So they got ready in my room. Which left us with no towels. requested more towels from front desk. On the way to room after our evening out in Dubuque, I stopped to ask if the towels had been delivered or could we take some up. I was informed that they were in my room. NOT!!! when I called down to front desk was informed there was nobody to bring them up, I would have to come get them myself! Well DUH, this is why I asked about them in the first place on the way up. Staff does not know what they are talking about! They apologize but cannot help you! Unless you bringing kids over the age of 4 to swim don't think you will enjoy the pool area on a weekend. This hotel offers pool parties for NONGUESTS!! Also found out while there other guests were offered Pizza and soda with the room for lesser price. So being a rewards member does not count for ANYTHING! less
Mike G, Front Desk Lead at BEST WESTERN PLUS Dubuque Hotel & Conference Center, responded to this review
Our General Manager has spoken directly with your friends, regarding these matters, and they were very pleased with the compensation she extended to them for the inconveniences. I am sorry your friends were not able to get into their room at their requested time, we try our best to accommodate early arrivals and on busy days it is sometimes not possible. As you found out, they arrived on one of our busiest days of the year as it was spring break for the Dubuque area schools and housekeeping did struggle turning our rooms over on time. I can assure this is not the norm for our housekeeping staff and I do apologize for this matter. Sounds like there was a breakdown in communication with our staff regarding getting you additional towels; I do not have a reason as to why this occurred, but will speak with our staff in order better our communication between departments. Yes, we do make our pool area available for pool parties, booked through our Sales Department for a fee, however pool parties are only available Sunday through Thursday and not available on Friday or Saturday. Regarding those guests being offered pizza, soda and a lower prices, since it was spring break we ran a special package offer on Facebook for families who were not able to vacation with their children outside of Dubuque, Iowa.
Front Desk Lead
Best Western Plus Dubuque Hotel & Conference Center