Best Western Rewards Members AVOID
22/05/2018 PrairieVoyager, Regina, Canada
I will frequently be travelling to Regina for work for the next year and had chosen this hotel as my hotel of choice. However, I will no longer be staying here and neither should you. I am a Best West... more
I will frequently be travelling to Regina for work for the next year and had chosen this hotel as my hotel of choice. However, I will no longer be staying here and neither should you. I am a Best Western Platinum rewards member, but when I first checked in my membership was not acknowledged and I was not offered the choice of welcome gift or bonus points. This was unfortunate but figured it was an unusual mistake. However, when I checked in again for my second stay, my membership was again not acknowledged and I was offered nothing. This hotel advertises the rewards program all over the hotel, but then an actual rewards member is not even acknowledged or treated differently than a regular guest. I emailed the manager requesting that she please train the front desk staff and remind them to acknowledge rewards members and provide them with the benefits they are entitled to. The manager apologized and stated that this would be corrected in the future and asked me to give them another chance. As a result, I decided to give the hotel one more chance but the same thing happened again. For the third time in a row, my membership was not acknowledged and I was not offered the bonus points or welcome gift that I am entitled to. This was getting ridiculous so I emailed the manger again and this time got no response. I asked the manager what she would be willing to do to make this right and why I should give the hotel a fourth chance. Even though I am a frequent business traveller to Regina, the manager made no effort to keep me as a customer and didn’t even give me the decency of a response. This just shows you how little they care about their customers. After this experience, I just did a status match with a different hotel rewards program and won’t be staying here again. If you are a rewards member I urge you to AVOID this hotel and go elsewhere where you will actually be acknowledged and provided the benefits you are entitled to. less
Tammy L, Manager at Best Western Plus Eastgate Inn & Suites, responded to this review
Thank you for reviewing our property.
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.
As previously explained in our emails back and forth in April, you happened to get our newest front desk employee all 3 time you stayed with us. We were working with him to ensure that he recognized all Best Western Rewards member every time at check in. Since your last stay, a month ago, this staff member is more comfortable and ensures he asked every Best Western Rewards member if they would like their snack bag or the bonus points. We also awarded you additional bonus points for the inconvenience of not being given the choice of the snack bag or the points, we do however offer the 500 bonus points automatically to all our Best Western Rewards members that stay with us, this is issued automatically even if the guest chooses a snack bag.
I apologize again that you did not get to choose your points or snack bag but know that your regular points as well as your bonus points were awarded after your stays.
Assistant General Manager
Best Western Plus Eastgate
Inn and Suites