Horrible Customer Service
I reserved two rooms for a wedding, one room was for my son. After 1:00am a lady walked into his room, she had been given a key by the front desk. When she told the front desk that there was already... more
I reserved two rooms for a wedding, one room was for my son. After 1:00am a lady walked into his room, she had been given a key by the front desk. When she told the front desk that there was already someone in that room, the front desk called my son twice rudely demanding that he leave! No explanation was given to my son. The lady that was wrongly given a key was left stranded, with no room. The man working at front desk, said he did not know anything and that we should come back in morning. No concern was given for the lady that had no room. No apology was given for his behavior to my son. We went to front desk in morning and spoke to Sanjiev (sp?) and was given a big run around. I was told it was human error, and that he would speak to owner (we later found out that he was actually the owner) and provide a "handsome discount" and promised that he would call later that day. He ran out of the hotel, leaving us standing at front desk. He did not call later, so we called him, he assured us that he would email us an amended invoice, which we have never received. We have called numerous times, to be told by one person that he wasn't working that day, only to call back and be told by another person that he had left for the day. He has avoided us even though we have left several messages for him to call us. I find his behavior shocking and he has absolutely zero customer service skills. He did say that we should be happy as he did not charge the lady?? Seriously? She never got a room, so why would you ever charge her? I have contacted head office as I want to make sure they know about this as, the hotel never acknowledged the seriousness of their mistake. Another note, they were kicking my son out of his room to allow lady to stay in room, with no cleaning staff present. I am positive that is not following COVID protocol. less
Sanjeev Rishi, General Manager at Best Western Plus Fergus Hotel, responded to this review
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. We have already given you the discount for your stay and we again apologies for the inconvenience that has caused to you.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Best Western Plus