Disappointed with the service
05/06/2018 Rock_Mule, Winnipeg, Canada
This is usually my go-to hotel in RNR but I was very disappointed with the service at every level. The hotel charges you the cost of the room up front, apparently Quebecers are prone to stay and run ... more
This is usually my go-to hotel in RNR but I was very disappointed with the service at every level. The hotel charges you the cost of the room up front, apparently Quebecers are prone to stay and run without paying? In fact, they blocked more than the cost of the room ! Then the cleaning staff made a snide remark when I returned at 3:30 PM to my room, apparently I was in their way to clean it? And lastly, the restaurant staff are behaving like coupon nazis! They blocked my way and demanded my breakfast voucher BEFORE they would consider seating me! Rude, rude, rude. You can do better and you have done better. I've stayed here since 2013, definitely need to turn the attitude around. less
Veronique_Gabrysz, Public Relations Manager at Best Western Plus Hotel Albert Rouyn-Noranda, responded to this review
Dear Mr. Mule,
Thank your comment. On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. We will do a follow up with our staff to make sure that you and other guests will feel at much as home as possible during your stay with us.
Please note that we do not charge the room on the arrival but we do make a pre-authorisation on your credit card of the total amount of the fees of your stay with an addition of 200 $ to cover up any occurence of broken equipment or other fees. This amount is not a payment but a preauthorization. The payment is made at the end of your stay and the 200 $ is liberated way we do the inspection of the room.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
If I can provide any assistance, please don't hesitate to contact me directly at 819 762-3545.