Did not make it past front desk employee and manager/owner. Management and staff need some training...
11/03/2019 Don B, Belton, Texas
I am hesitant leaving this review because it looks like management at this hotel seems to have a sarcastic reply or attack for anyone leaving a negative review. But I will not let that deter me!! In a... more
I am hesitant leaving this review because it looks like management at this hotel seems to have a sarcastic reply or attack for anyone leaving a negative review. But I will not let that deter me!! In a word this hotel is "Unprofessional". We had a reservation for this hotel not knowing it was not a Best Western. I had requested an early check-in since we were Video graphing a wedding from 1 pm to Midnight and wanted to have a room already secured so we could come back and just go to sleep. The reception clerk greeted us, and I had not even gotten out that we had a reservation, when she interrupted me and rudely stated "Check-in is not till 3 pm". I started over to explain that I had requested an early check-in of Noon since we had a job that would take us near midnight. She then told me that "early check-in is a $25.00 fee" I told her that I did not see that anywhere on the website. Then a young man in street clothes addressed us from the waiting area and then walked behind the counter and stated "It does not matter, we have no rooms ready anyhow." I asked about the manager and the young man stated "I am the manager", I asked about the owners business card and this guy says "I am the owner too". I few observations I would like to make at this time. When we walked in, the reception clerk could not be bothered to stand up and greet us. (she remained seated the whole time) and she acted as if our arrival was an inconvenience and not part of her duties. The young man, manager/owner, should have greeted us politely and identified who he was immediately, because I was upset some person off the street was interfering in my check-in, and acting like a bouncer at a club, not a manager. We left and arrived at Holiday Inn Express a few miles down the road. We were checked in and had a room in less than 5 minutes. The Holiday Inn receptionist clerk, Mrs. Deniece, was very professional and pleasant. I enrolled in their reward program, cancelled my reservation at the Graham Inn, and deleted the "Best Western plus" app all in about 3 minutes. I have stayed at hundreds of hotels in the past 10 years and have never been treated as rudely as I was at the Graham Inn. Maybe they are nice to long term guests or people just accept rude behavior. I do not! I have choices and will spend my money were I am appreciated as a customer, not treated like a vagrant. less
BW G, Front Office Manager at Best Western Plus Graham Inn, responded to this review
Thank you for leaving us a review as we can not grow if we are unaware of the things we are doing right and more importantly the things we are doing wrong. I am so sorry that we were unable to accommodate you with a room at 11:30 am. Our check out time is noon and unfortunately for you we were sold out the night prior. (I personally recommend to all of our guest) when needing a room that early to come the day before especially on busy days such as those. We are more than happy to accommodate early check ins when permitted we do have a early check in fee when it is that early that is just our hotel policy. As for the owner/ General manager he was in street cloths as that was his day off he had come in from the gym and caught the end of the conversation. I personally would like to apologize if you feel we don't welcome negative reviews as i am the one to respond i am in no way trying to be sarcastic i just explain things from our side and hope the guest will give us a second chance. i understand that you were not happy and completely understand if you do not wish to give us another chance. However i really hope you do as that is not the way things normally go. If you would like to discuss this further please don't hesitate to call.