Fail to Pay Attention to Details
16/06/2017 Donald J, Inman, United States
This was the second time we've spent in the past 5 days staying at this hotel. Our stay last week went quite well and earned a 4-star rating. However, on this trip, the hotel staff failed to pay atten... more
This was the second time we've spent in the past 5 days staying at this hotel. Our stay last week went quite well and earned a 4-star rating. However, on this trip, the hotel staff failed to pay attention to the details which resulted in considerable annoyance on my part. First, they failed to recognize I was a Platinum member, which in itself was okay since I'm used to telling the front desk staff what gift I want as a Platinum member. The first problem I encountered was the TV not working. When I called the front desk, there was no answer. I waited another 3-5 minutes and finally someone answered. When I explained the problem the desk clerk told me that there was either a problem and advised I should unplug the tv and plug it back in. After failing to solve the problem the clerk then told me that hopefully the problem would go away in the afternoon. I felt like I was expected to solve the problem on my own. I also tried calling the front desk two other times and no one answered. I had to walk down from the 3rd floor to ask the front desk at 5:15 pm to have someone come and clean my room. The staff promptly arrived and cleaned my room. The other issue I had was at check-in time. I had checked with the front desk before departing on my last visit (4 days) if they had me on the ground floor as requested. The clerk confirmed I was on the ground floor when I returned in 4 days. However, I was told there were no rooms available on the first floor. Throughout this entire stay I felt as though the staff was continually failing to pay attention to the details of their job. I do not think I will stay here again when I pass through. less
, General Manager at Best Western Plus Henderson Hotel, responded to this review
We are sorry for not meeting your expectations. We do our best to accommodate guest request as best we can. The TV system was being upgraded and the instructions that were given were directed to us by the company doing the installation. Our apologies for the inconvenience. Our apologies for the experience. We wish you safe travels.