Staff needs better training and better organization skills
13/09/2016 adkx, Farmington Hills, Michigan
A lot of smaller (unrelated) issues made this stay an unpleasant one.
Arrived at 3:05 pm and had reservations for two rooms. First thing I was told by front desk is "oh, those rooms are not ready". T... more
A lot of smaller (unrelated) issues made this stay an unpleasant one.
Arrived at 3:05 pm and had reservations for two rooms. First thing I was told by front desk is "oh, those rooms are not ready". Then she proceeds to actually check the computer, and asks a co-worker to "go check if the rooms are ready..." and turns out the rooms are in fact ready. I was the only person at the front desk, yet it takes almost 15 minutes to check in.
Requested a crib for our 1 year old toddler well in advance. Asked about this after checking in, and was told we'd send one right up. She asks another co-worker to get a crib in the room, who reluctantly agrees after making a grumpy face... right in front of me. One hour later, no crib, and I go down to the front desk to check, and was told "oh sorry, we don't have a crib available right now".... Huh? Luckily we had a King bed and there was enough room for the baby to sleep between us.
On the positive side, the "Jr king suite" was large and clean (although bathroom seemed like something from a roadside motel), and breakfast was ok. Service wise, I would expect more, especially for the prices they are charging. Have stayed at plenty of Best Westerns across the country and this is actually the first time we've been disappointed. less
Toni E, Manager at BEST WESTERN PLUS Holland Inn & Suites, responded to this review
Dear Adkx
Thank you for the candid feedback. First I would like to say on behalf of the entire staff her at the Best Western Plus, we apologize for any inconvenience we might have caused you during your stay with us. It is very disheartening to hear that you were not impressed with your stay at our location. We really strive to create an exceptional guest experience and we all take it to heart when we do not achieve that. I was disappointed to hear that your impression of our front desk staff was that of disorganization. I assure you we strive to provide better service than what you experienced. I would love the opportunity to speak to you directly and apologize personally for all of the issues you experienced with your stay. Please contact me at your earliest convenience. We welcome any opportunity to improve. I appreciate you taking the time to let us know about your experience, as this is the only way we can truly improve as an organization. Again, please except our deepest apologize for any inconvenience we might have caused you. Thank you again for your review and have a wonderful day!
Yours in hospitality,
Toni Ellis
The Best Western Plus – Holland
Office: (616)855-6666