I hate writing bad reviews, but I had an awful experience at Best Western Universo this october, since multiple blunders were made on their part throughout my stay. First of all, after checking into m... more
I hate writing bad reviews, but I had an awful experience at Best Western Universo this october, since multiple blunders were made on their part throughout my stay. First of all, after checking into my room I found that the shower was filthy with soap, dirt, and scratches. Not having enough time to move rooms, I cleaned it myself and went out to lunch. Then, after coming back, I found another person's luggage sitting in my room- the hotel staff had entered my room without my permission and dropped off someone else's belongings! I called the front desk and they sent someone up to retrieve them. I tried to ask what had happened but there was a language barrier so I gave up. I went down to the front desk to complain that night and the concierge said there was nothing he could do but I could come back in the morning to speak with the manager (as if it was up to me to remediate their mistakes). The next day while in the room, I received a call from the front desk where someone was muttering unintelligibly. I tried asking many times what they were saying, but they clearly couldn't understand me and kept yammering away. I think they were probably calling about room service, but it was sketchy because of the lack of communication and that we had a "do not disturb" sign on our door. Very odd. Went down again to talk to the manager that night and no one was in, yet again. Finally spoke to the manager on the last day and while he did sit down with me, he also tried to turn the situation around on me saying I hadn't given enough notice on this situation or he would have fixed it sooner (not true, as I had gone to the desk several times at this point). I said a voucher for a future stay wasn't acceptable as I didn't want to stay at the hotel again. He said he'd talk with his higher ups and work through a solution with me, giving me his email. Then I reached out again a week later asking for an update and he said a voucher was all he was going to do as that was their policy (so he lied to me about finding an alternate solution). I tried again to explain to him why this wasn't suitable but he would not budge. I gave plenty of opportunities to BW and the manager Martin to fix this but they have failed every step of the way, hence this review. less
Stefania Pesci, Direttore generale at Best Western Plus Hotel Universo, responded to this review
We aim to deliver the best experience to our guests and we are deeply sorry to know that we fell short of your expectations. Our porter, when storing the luggage of the guests of a newly arrived group, put one of the bags in your room by mistake. The operation was so fast that the porter did not notice that your stuff was in the same room too.
You also did not notice the luggage until our call, when we realized the mistake. Of course, we sent someone to retrieve it and we are sorry that all given reassurances and apologies were considered unacceptable by you and that the offer to change room bothered you.
Our manager was immediately informed of your concerns; although he was waiting for you the next morning since early, he waited for a convenient time to contact you, and it's a shame you already left the hotel. However, he was glad to get in touch with you by e-mail the same night and, once investigated the matter, he tried to understand what kind of solution you were expecting. We are committed to ensuring that our guests enjoy a pleasant stay and their collaboration is important to succeed. If we miss this opportunity during their stay, we ask our guests for a new chance in the future to turn them into satisfied guests. In such a spirit we were glad to offer you a voucher, as an adequate compensation for your case, and we regret that solution was also rejected by you.
We hope that over time you will be able to change your mind and use the voucher. We will be glad to welcome you back.
BW Plus Hotel Universo
Roscioli Hotels Group - Roma