Driving from Ontario to Victoria BC
12/09/2018 footballmom4066, Windsor
Totally disappointed in this hotel. We stayed 1 night on a long trip to Victoria, BC. After we checked in they told us the pool was not is service. Was very unhappy they couldn't tell us prior to chec... more
Totally disappointed in this hotel. We stayed 1 night on a long trip to Victoria, BC. After we checked in they told us the pool was not is service. Was very unhappy they couldn't tell us prior to check in as we would have gone elsewhere.
After we checked out we realized that we had left a pillow behind. It wasn't just a regular pillow. This pillow was for an accident victim with massive back injuries in a pillowcase that was not hotel white and is a $300.00 pillow. The pillowcase was a multicolored Grey's, browns, greens and blues very noticeably different. As soon as we realized we called and they said it was not returned to the lost and found and they would call back. They called back and said it wasn't brought to the lost and found. How could you not notice the different pillowcase. Yes our mistake but sad that they aren't HONEST. less
KellS130, General Manager at Best Western Plus Estevan Inn & Suites, responded to this review
Please accept our most sincere and contrite apologies for the major inconvenience that we inadvertently caused by misplacing your sons' speciality pillow. I appreciate you accepting my phone call and taking the time to fill me in on where we failed to provide exceptional service.
As we discussed on the phone, the pillow was located by a housekeeper after it was lost and safely stored in our lost and found. A front desk agent who has since left our employ failed to log your call requesting that we look for the pillow. As such, we were unable to return the pillow in a timely manner. Thank you for bringing this to my attention as we will be examining how we can prevent these types of miscommunications from happening in the future.
I will be expediting the pillow to your son in tomorrow's post, signature required. Thank you for giving us the opportunity to make this right and please accept my sincerest apologies for the behaviour and attitude of a former employee.
Best Western Plus Estevan