A fantastic stay thanks to Georgie she restored my faith in Best Western.
I've been a rewards member for about a year-and-a-half I love best Western & I love you rewards program. That night before I got to this BW I had a reservation at the BW regency in Baytown, Tx Marisol... more
I've been a rewards member for about a year-and-a-half I love best Western & I love you rewards program. That night before I got to this BW I had a reservation at the BW regency in Baytown, Tx Marisol was the lady working. I had virtual travel cards and a $30 coupon I received for completing the 3 stays receive $60 rewards you had recently. She informed me she could not take those at the desk that I had to call and take care of that on the phone when I make my reservation. I told her I have used these many times and they always take them at check in. She said "well I cant take them your gonna have to call" so I called and talked to reservations there in the lobby was on the phone about 20 minutes and they told me that they don't do it on the phone they take them at the desk when I check in which I already knew. So when I told Marisol he said you take them here it seemed to upset her a bit. She said "well you have to print them out" I told her normally I will email them and that would print them for me so she quickly spouted out the email to me I didnt catch all of it so I asked her if she could repeat it she did very slowly she seemed to be getting frustrated and have an attitude. I could be wrong because she was not really rude per say but when she said the email back to me it was slow and the way she did it made me feel like she thought maybe I was mentally slow or like I was a child. So she printed them out it was $40 worth. The $30 one and a $10 virtual travel card. Now I was on a budget I had called before I got there and asked about a cash deposit for incidentals because I didn't have the funds in by bank account to cover but I had cash. She said it was $50 deposit. Which was perfect I had enough cash for deposit and for room. When she asked me for my card I told her I was paying cash she said she had to have a card and it was $100 deposit. I told her I had just called and you told me it was $50 and I could use cash. She said because I was using vouchers it was $100 and it had to be on a card plus the full price for the room because she didn't know if my vouchers were any good. I live 2+ hours away in a small town my bank is small with only a few branches plus it was night time there was no way I could put money in my account I explained that to her and assured her the vouchers were good and asked if there was any way for her to check. She said there wasnt. I told her I can do the $100 deposit and room in cash she said the deposit had to be on card. By this time I'm getting frustrated she is being short and punchy with me. I explained my situation and asked if there was anything she could do she said no. I said I've been using BW for awhile and have never had this much trouble and an employee not want to help in fact it felt like she just wanted me to go away. So I said you know what nevermind I'll just go somewhere else she said ok and quickly grabbed up my vouchers she had printed and pushed them in my hands and said I'll cancel your reservation. I asked her her name said Marisol I said thank you have a good evening and left. It was the worst experience I've had with BW. So I then drove to the BW by hobby about 40 min away. There I was greeted by Georgie. I explained my situation and what happened with the other BW. She was so nice and a bit shocked at how I was treated. She said she had not yet dealt with travel cards but assured me she would take care of it and get me in a room asap. I walked outside to tell my wife something and by the time I got back inside she was getting off the phone and said ok Mr. Morgan we're gonna get you fixed up. I explained about having cash only she said that's fine it's $100 deposit and she was gonna go ahead and apply my vouchers and charge me the price of the room minus the $40 which I was very grateful for. She was extremely nice and so very helpful. She apologized for any inconveniences I had in dealing with the other BW. She gave me my welcome gift for being a rewards member and said she also gave me the 500 points for my inconvenience. I know she's not supposed to do both but I thought that was very very nice of her. All said and done she had me in a room in about 10 minutes but more than that she made me feel relaxed and stress free again she reminded me why I love Best Western. Her customer service and eagerness to help me was unmatched. I could not express enough how grateful I was to her. She restored my faith in BW I will continue to enjoy BW and your rewards program for years to come. Thank you Georgie!! less