Front Desk Employee's are Non professional
16/01/2018 _kmend18, Truckee, California
Please re-train your employee's of proper guest handling of concerns and analyze individual guest reservations. Family drove for 4 hours to stay at this hotel and was told reservation was cancelled at... more
Please re-train your employee's of proper guest handling of concerns and analyze individual guest reservations. Family drove for 4 hours to stay at this hotel and was told reservation was cancelled at 11pm. Used Points to pay the room & tax and Incidentals wasnt charged yet and is declining of course needed a valid credit card upon check-in otherwise it's best to charge guest using their points as it's a guaranteed reservation whether guest showed up or not and get a valid Credit card upon checkin for incidentals, for property will not loose anything on ADR.
My family is checking-in and reservation was cancelled cause was told that credit card on file is declining. They have stayed same night at the same hotel paying the price using the same credit card was told declining. I dont know why no one tried to assist and investigate. Very unreasonable and unprofessional on guest concern handling. Front Desk named Stephanie was rude in explaining, which Listening is the first very most important thing in giving customer service and handling complaints.
Night audit person at 6:30AM telling me she cant help me cause she is running the audit at that time. Call after her shift, I dont know if this was the usual practice.
I am not a complainer and I love Bestwestern this is my first time experiencing this situation that is why I'm voicing out.I am really concerned this will happen again to other families. I hope management will look into-it and touch base on how to do proper guest handling and solve situations for every front desk employee from night audit to all shifts. If I-care is Bestwestern practice it should have been implemented. less
BWHayward, Front Office Manager at Best Western Plus Inn of Hayward, responded to this review
Dear Valued Guest,
We apologize for the inconvenience experienced at our property for this reservation. We did look into this matter and spoke with all parties involved. Each Best Western Branded hotel policy and procedures may vary but for us and reservations using guest rewards points there must be a valid credit card given to authorize for incidentals without valid card and authorization reservation would not be honored. During the process of night audit being run there is no access to the system so we cannot access any details until audit is complete. Again we are sad to hear we could not accommodate and satisfy your needs but we hope we are able to make things right for you in the future!