Worst Owner experience ever!!!! would give zero stars if I could!
We had planned to stay here for 2 nights with our 2 young kids but left a day early as we experienced the WORST customer service I have ever witnessed. Back story- My son was playing in a hockey tour... more
We had planned to stay here for 2 nights with our 2 young kids but left a day early as we experienced the WORST customer service I have ever witnessed. Back story- My son was playing in a hockey tournament Sat and Sunday. When researching cortland hotels I called each one and asked if we could invite his teammates to swim in the pool. Of the 4 hotels I called, 2 of them said that this would be fine. Best Western was one of them and ultimately the hotel we chose. On Sunday morning after the hockey game our friends/teammates showed up and started swimming and playing in the pool. (BTW these kids and their parents are some of the kindest, most respectful I've been around.) 5 minutes later a man came into the pool room very angry. He demanded to know who was the one who booked the room and I stepped forward. He proceeded to yell at me and our guests in front of the kids. I asked him if we could talk outside and tried to explain that we called ahead to be sure it was ok to invite friends to the pool. I could barely get him to step outside of the pool room. I told him I had talked to Jim when I called (who was super sweet and friendly the whole time.) He was literally hyperventilating while talking to me because he was so angry. He wouldn't stay and talk to me long enough to figure out where the misunderstanding happened. He literally kept walking away from me telling me I was harassing him. (I was speaking calmly, apologetic and even offered him a hug because he seemed so distraught.) I was even more surprised to learn that this man is the OWNER of the hotel! He couldn't handle a simple challenge without getting so angry he was in fact incapable of showing any respect to us or the children, not to mention do his job. My son was afraid of him. He was scary and should not be in the hospitality business. I will never go back there, and we will be contacting corporate headquarters as this man will give the entire Best Western establishment a bad reputation. less
B.W.P C, Manager at Best Western Plus Finger Lakes Inn & Suites, responded to this review
You abused the facility. You invited a lot of parents and kids to come in and jump into the swimming pool. The pool at the property is for guests only. In some cases we may allow non staying grand children but never an entire city. You took complete and absolute advantage of the facility. f any one you should be ashamed of what you did. Your repeated sorry to us did not mean anything. It is our hope that you never do anything like this to any other property. Any one who reads will certainly know what you did. Sour grapes.