Leak in bathroom
There was a leak in our bathroom and were forced to relocate to a different room the last night of our stay. We had a very short window to pack our things and switch rooms. It was incredibly stressfu... more
There was a leak in our bathroom and were forced to relocate to a different room the last night of our stay. We had a very short window to pack our things and switch rooms. It was incredibly stressful and the staff was not accommodating. Upon our return home, we spoke to Leena, the hotel manager, and she was rude and condescending. I would not recommend this hotel based on Leena’s horrible customer service. less
YourReviewMatters, Guest Relations Manager at Best Western Plus Hollywood/Aventura, responded to this review
Dear Barbara Tecosky,
Thank you for your feedback although we'll clearly agree to disagree on this matter. As you mentioned, a leak did develop on the last night of your stay in the bedroom above you after the foolishness of another guest flooded their bathroom by overflowing the sink and we do apologize this resulted in having to relocate to another bedroom. In fact, our team scrambled to change around incoming arrivals that day so you'd only have to move to a bedroom two doors down and to make this as easy as possible. As a goodwill gesture, we did offer you 10% off your room night for the inconvenience but once again, the situation was beyond our control. You then took it to another level by opening a complaint with Best Western corporate and accepted their offer of upgraded status and 12,000 BWR points. Those points are not just magically issued, they come at a cost and the cost is applied to the hotel, so at this point we've now compensated you twice. Finally, when you requested a call back from our management team to discuss the issue, it clearly wasn't to understand the situation but an attempt to now "triple dip" as you only cared about FURTHER compensation. Your threats to our management team of leaving negative reviews on all websites if we didn't add further compensation were not taken lightly so we can concretely state that no further compensation will be offered. Wishing you all the best in the future as it's clear that we both hope our paths do not cross again.