Customers don't matter to them
03/09/2019 NeiaLK, Birmingham, Alabama
My husband, myself, and our two children stayed here to attend a wedding. We checked in late, so our first concern was getting late check out. We were told at check in that we would be able to check o... more
My husband, myself, and our two children stayed here to attend a wedding. We checked in late, so our first concern was getting late check out. We were told at check in that we would be able to check out at 12, but we could inquire in the morning about a later time.
The next morning at 11:15, the desk clerk knocked on our door at told us we needed to be out by 11:30. I went downstairs to inform her that the clerk from the previous night said we could check out at 12. She said she'd been calling our room (news to me, phone probably wasn't plugged in) and we needed to be out by 11:30. She claimed to have no information about us being allowed to check out late.
At this point, I'm highly upset because my two kids are still in pajamas, and she is forcing us to leave in 15 minutes. She wasn't willing to follow up with the clerk from the previous night because she didn't like the way I was talking to her. I guess she expected me to be pleasant under those circumstances. There was no manager available.
Fortunately, we were able to dress our kids in the room of another member of the wedding party.
I contacted the corporate office and was informed that they only mediate and document concerns. The hotel manager never contacted me at all. The hotel personnel alleged to corporate that we were offered the option of paying $25 to check out at 2pm; however, that never occurred. They also alleged that they had to contact the authorities. That was also news to me, since we were in the parking lot for some time and in another room of the hotel for at least an hour after all of this mess occurred. We never saw any authorities.
I never would have imagined something so trivial could turn into something so ugly. This was definitely the worst customer service experience I have ever had at a hotel. Neither management nor corporate cared to make this right.
This will be our last Best Western experience. less
Best G, Front Office Manager at Best Western Plus Gadsden Hotel & Suites, responded to this review
We do apologize you didn't enjoy your stay and for any issues you feel you had with Best Western Plus. We do apologize you are unhappy with the decisions corporate made with your claim and accusation. We can not always give late check outs but we do try and help guest in most anyways we can. we do apologize this was a inconvenience for you and your family. we do wish you the best with your travels and hope you enjoy your stay at whatever Brand you choose to stay with as we understand it will not be with Best Western Plus Gadsden Al.