01/10/2018 foxi7711, amarillo, texas
Prior to arriving, I attempted to call the hotel several days in a row and got no answer, on Thursday someone would actually pick up and hang up on me. I finally had to call the 1-800 number. I simply... more
Prior to arriving, I attempted to call the hotel several days in a row and got no answer, on Thursday someone would actually pick up and hang up on me. I finally had to call the 1-800 number. I simply wanted to confirm our reservations. I also needed to confirm that we received the wedding block rate. We had not. Thankfully the agent at the 1-800 let us know and I finally was able to reach a person at the hotel who fixed it for us prior to arrival. The problems continued at check in. I was staying for 2 nights and paying for another guest to stay 1. I was never asked if I were a rewards member. I assume I received no credit for my stay. We showered in standing water, ankle deep. The bread at breakfast was barely edible. When you opened the bread box you could smell the sweet odor of bread that was well past its prime. Later that afternoon I had to ask for plastic wear, and was made to feel as if it were a "bit much" to ask, as it was not breakfast time. When I asked if they had any extra condiments such as packaged parmesan cheese I was promptly told "we only serve breakfast". Obviously I am not an idiot, but having worked in a hotel for 2 years, know the staff eats delivery/takeout nearly every meal and thought it wouldn't hurt to ask. Having stayed for a wedding, there were many other guests from the same wedding party. All complained of slow drains and rude staff. On Sunday Morning with a full house, breakfast ran out before 9 and was never replenished. A member of the wedding party went out to his truck in the morning on Sunday, that had been parked directly in front of the reception area, and two tires were slashed and his car was keyed. I can't imagine the front desk staff not being alerted to something going on out front if they were actually at or near the front desk that night. I will say that the housekeeping staff were wonderful. The room was very clean. They always seemed busy and professional. Otherwise we would not stay again, nor recommend. less
BW G, Manager at Best Western Plus Graham Inn, responded to this review
Dear Angela Lopez,
Thank you for completing the survey regarding your recent stay at our property.
We do apologize that you felt the staff were rude and uncaring. I have read each review you submitted to get all information i can do to better my staff for future guest. I attempted to reach out to you to get further information and you were unavailable. I hope you don't mind that i ask them here in hopes you will contact me so that i can rectify this situation properly. When breakfast ran out did you bring this to the front desk clerks attention? We did not have a breakfast attendant for this week end as she had decided she wanted to stay at home with her children and we have not replaced her as of yet. It is hard for the front desk person to be on top of breakfast and run the desk when we are sold out. I feel had this been brought to her attention it would have been rectified immediately. Which is why i am asking if it was. I normally do not explain when other guest have an issue however seeing as you are using that to further your claim that the hotel staff are very uncaring i will address it. In regards to the guest that had an incident with his vehicle i can assure you had the front desk seen anything she would have taken action. She had been watching the parking lot as the wedding party and guest were outside drinking and visiting with each other till around the time she started getting breakfast ready. She did not see anyone around where this persons vehicle was parked. Our staff wanted to report this to the police and the guest refused us. We have not had a single incident in the year that i have been here with any vehicle or possessions in their vehicles being messed with, stolen, or vandalized. That led us to believe that this was not a random act and the fact this guest apparently had an incident at the wedding itself is why he refused our request to call the cops. I really had rather not comment on this, however i do not wish to have a wrong assumption of our desk agents or that of the safety of vehicles while they are guest at our hotel. This guest asked if we seen anything and was upset about the damage done rightly so, however he did not feel it fell on our front desk agent as we do not stay right there all night there are other responsibilities we have that take us away. We do appreciate your feedback as it does help us to make our hotel and staff better. If we can be of any further assistance or you would like to get in contact with us please fill free to give us a call at (940)521-0190.
Best Western Plus Graham Inn