Noisy, poor soundproofing; less than hospitable staff
08/05/2019 Theflightfoodie,
After over 7 stays in a year at the other Best Western in Leduc I was unfortunately booked into this location.
I was a nightmare from check-in. The first staff member could not figure out how to e... more
After over 7 stays in a year at the other Best Western in Leduc I was unfortunately booked into this location.
I was a nightmare from check-in. The first staff member could not figure out how to enter my Best Western Gold rewards number in the system or look up my file. She didn’t ask if I wanted the bonus points or the free welcome gift at check-in that comes when Gold Status.
The breakfast coupons were missing for the last 4 days of my stay - I had to go back for them.
The first room was across from the ice machine and close enough to the lobby that I could hear everything/ I would have gotten as much rest IN the lobby on one of the upholstered chairs. People whistling, conversations at the desk, people coming and going, the elevator.
I explained the situation and asked for a other room, they moved me to a room diagonally across from the fitness centre which opens at 5am and equal distance from the lobby, so as you can guess, NOTHING about the noise issue was solved.
Back to the desk. It takes 3 of them to find me a room after I ask to speak to the GM or be moved to another hotel. I’m moved to the second floor. Finally, no lobby noise, no fitness centre. Only to realize that this location just has horrid, I mean NO, zilch, zero, NADA sound proofing so you hear everything in the hallway, the room across, the rooms on both sides. People talking down the hall.
I was supposed to be here 8 days. Have sent an email asking the person responsible for our bookings to move me to another hotel tomorrow.
I will NOT be back to this location. They need new staff and soundproofing.
I do recommend their other Leduc location quite highly though - they are awesome! less
CBuenavidez, Guest Relations Manager at Best Western Plus Edmonton Airport Hotel, responded to this review
Hello Theflightfoodie,
Thank you for your honest feedback. On behalf of our team, our sincerest apologies for the experience that you had. For bringing your concern to us and giving us the opportunity to fix it for you, we greatly appreciate it. There's no excuse for how things were handled, but rest assured we will use this as a training tool to improve our service. We have pride ourselves in being highly hospitable and so we'd like to ask you for another chance to show you a better experience.
Again, our apologies.
Sincerely,
Christine Buenavidez
Guest Relations Manager