Poor customer service at the desk
29/07/2019 DaytonaDiner_1, Daytona Beach, Florida
This was the only hotel during our stay in Europe that gave poor customer service. Karim should not be in a customer service position. It didn't matter what we asked him he could not help. He just ... more
This was the only hotel during our stay in Europe that gave poor customer service. Karim should not be in a customer service position. It didn't matter what we asked him he could not help. He just sat at desk. We asked for help making phone calls from our room and he said dial 0 or 9 which didn't work and I found out later that our phone was not on in our room which was why we couldn't make calls. We asked for early check in but he said our room wasn't ready. I had to ask him to call housekeeping and we finally got in our room 10 before check in time. We quit asking him for any type of assistance. Do not stay here! There are too many hotels that strive to satisfy their guests needs when visiting their city.
Roland W, Hotel Manager at Best Western Plus de Neuville Arc de Triomphe, responded to this review
First of all, we would like to thank you for your feedback concerning your stay in our hotel Best Western Plus de Neuville Arc de Triomphe**** in Paris.
We are feeling very sad and sorry for not meeting your expectations and to read that you didn't like the service from Karim. Usually, we have very good reviews about him. Indeed, he is very carrying and we have a client with her baby who really appreciated all the services from Karim and even said that the baby is still asking for Karim at home, which is very emotional.
Concerning the early check-in, our housekeepers have their own schedule and do the best to provide the rooms as soon as possible but the early check-in is possible only if we can at the moment of your arrival time. Be sure that we do our best to satisfy all of our guests.
Unfortunately, Karim is a new receptionist and he didn't know that you have to open the line of the room first if the client decide to make a call, except if you just want to call the front desk (just dial 9 even if the line is not opened).
All of our apologies again and feel free to contact us if you decide to let us a second chance for a next stay and we will try top provide you the best customer service that you ever seen.
Otherwise, we stay at your disposal for any question or demand, do not hesitate to contact us by email or by phone.
Best regards and we wish you an amazing day,