As a resident and Fan of OV, it pains me to have to write this. There will never be a day that I would suggest the oceanfront over my own Ocean View area! I LOVE OV! That all changed today. DURING A PANDEMIC!
I am a Travel Agent, recommend and book reservations for Best Western over EVERY other hotel in the vicinity. The sights, ease of getting around, affordability, beach locale, and HELPING THE BUSINESSES IN THE OV COMMUNITY ARE IMPORTANT TO ME. I only wish that was the case for Best Western's staff today.
My clients called me, early morning, to inform me of the issues they were having. Having drove down the night before,they overlooked and understood there was an issue with the doors and could not receive keys. They also accepted the many flies in the kitchen. In addition, they brought their elderly mother with them, and she was stuck in the bathroom!! The door was recently painted or repaired and did not fit the door jam! How awful... To top that off, they were unable to utilize the suite the booked properly! Relying on websites and such, as a Travel Agent, is CRITICAL! Your site mentioned on numerous Booking agents, cooking utensils were included? THIS WAS NOT THE CASE! Imagine making a reservation, in hopes of coming to see how great Norfolk is, and not having a kitchenette to use? My clients reached out to the front desk and were told "THERE'S A DOLLAR TREE UP THE STREET!" (This staff member said it with an attitude as if she was was being inconvenienced) WHY WOULD ANYONE... WHO ISN'T FROM THE AREA, TRAVELLED BY CAR, AND UNABLE TO LEAVE TOGETHER GO SEARCH AND PAY FOR POTS AND PANS?!
This hurt me as a human and the professional recommending Best Western, to My CORE! So much so that I drove over to the hotel in hopes of rectifying the situation. To my dismay, I walked in to the front office and was unable to. I asked the young lady at the front desk if there was a manager on duty. Her reply, with aggression, "Why?! How may I help you?" I began to tell her about my hopes of helping my client and ensuring that my clients became repeat bookings for the hotel. She proceeded to tell me she didn't know what to tell me. After being cut off, I paused and redirected the conversation with "Hello. Good Morning. Let's start over" I went on to tell her about the pots and pans and keys and she ignored me by talking to a reservationist who walked in! Then when she finally wanted to speak she said " I gave them a pan and a pot!" To avoid it getting worse and clearly her not understanding customer service or the impact she was having in the hotel's future reservations, I left.
The only bright light was a staffer coming to the door and apologizing. Kaylyn, I believe, ensured the keys she brought worked for my clients.
After the ordeal today and last night, my clients do not want to book here again, book with me without checking the property themselves, and are unsure of if they'll ever come to Ocean View again?!
How terrible!?? In a matter of minutes, a front desk person has harmed Best Western's reputation and a small business owner's travel business! As a single mom and travel agent, THIS IS NOT OKAY!! less
Lachelle Moore, General Manager at Best Western Plus Holiday Sands Inn & Suites, responded to this review
We very much appreciate your feedback from your recent stay with us. On behalf of our entire team, including our owners, I would like to apologize for your experience during your stay with us. By making us aware of your experience, you have given us the opportunity to make improvements via customer service training and retraining housekeeping and maintenance staff members.
Thank you again for your honest feedback