Terrible makes sure rooms are clean before u arrive
Terrible stay at best western. You would think especially during covid the rooms would be sanitized and clean. We were told check it is no earlier than 4 pm due to cleaning the rooms. We we arrived ou... more
Terrible stay at best western. You would think especially during covid the rooms would be sanitized and clean. We were told check it is no earlier than 4 pm due to cleaning the rooms. We we arrived our room was so dusty I could draw pictures on the headboard and desk. I have asthma too and had a hard time breathing at night. Not only that our glasses were all dirty as well as having no soap or shampoo or conditioner. I have stayed in many hotels and this is the first time I experienced this terrible service. The balcony had black on the ceiling looked like mold. I took pictures even just because of my chest. Very dissapointing and scary that in these times people giving a service wouldn't do their best to make sure the rooms were clean. I spoke with the manager who was not very pleasant to deal with. The staff seemed unhappy . I was given ten percent off and told the room would be cleaned. Sadly when we got back the rooms were hardly cleaned and I just cleaned it myself as it's my health and dealing with miserable people is not worth it... I'm so upset tho and I pray theymthey sure ur rooms are cleaned after this review cause they playing with people's lives and health... Have the staff take courses on how to give great customer service and how to smile no matter the day is my advice.. u lost a good customer .... less
, General Manager at Best Western Plus Inner Harbour, responded to this review
Thank you for taking the time to share your feedback following your recent stay. While your ratings and comments on the experience are certainly disappointing, I appreciate your candid feedback, and offer my sincere apologies for not meeting your expectations. As I have also expressed to you in my email response to the online survey you completed following check-out, I am truly disappointed to hear the comments on your experience, and again offer my sincere apologies for not meeting your expectations.
All of our guest rooms are cleaned and sanitized as per the stringent standards set out by the Province of BC and also Best Western, and in particular follow the additional guidelines and protocols due to COVID-19. In order to keep our guests safe, our rooms remain clean and vacant for at least 24 hours between guests, if not longer, as occupancy levels permit. In the case of your reservation, this room had been cleaned and sanitized days earlier and then remained vacant until your arrival. I do acknowledge that dust had accumulated on the top of the headboard and desk in your guest room, as this happens when a room is not occupied on a regular basis, and I appreciate you bringing this matter to our attention. We have now added an additional step to our Housekeeping routine whereby a member of the team makes a quick visit to each vacant room on the day of arrival to ensure a final inspection takes place, and to address any dust accumulation. As I mentioned when we spoke during your stay, the glasses were indeed clean – as they were washed in our commercial dishwasher. Unfortunately, the water spots from the dishwasher were not polished out before the glasses were put in your room. I am happy that our Front Desk Supervisor re-washed these glasses for you once this was brought to our attention. Having actual glasses and mugs in our guest rooms mugs has always been part of our “Green Initiative” however due to COVID-19 and in order to put our guests’ minds at ease, we have opted to remove all glassware from the room and replace with individually pre-wrapped disposable cups in the meantime.
I am truly sorry you still feel dissatisfied with your experience, as I understand that as soon as you brought these issues to our attention we offered you an alternative room on the 6th floor facing the harbour. This alternate room was declined as you preferred the view of the harbour from the original 7th floor room. Our goal is to ensure all guests are comfortable and happy, and if at any time that seems not possible our team members would always work hard to find other accommodations. We understand there are choices and that our property may not always be suited to guests needs. As hospitality professionals, we would rather guests to our beautiful city be happy and comfortable and enjoy their experience, and do accept that may mean they do not stay with us if unhappy or dissatisfied. We try to resolve any issues as we are made aware of them, and in this case we had thought that all items had been addressed to your satisfaction. I am truly sorry that was not the case.
It is certainly disappointing to hear any reference to members of our team as “unhappy” and in particular I am sincerely sorry you found me not very pleasant to speak with, as I do not recall our conversations in that same way. We pride ourselves on the customer service extended to all guests across all departments, and your comments are not a typical reflection of what we hear from others about the team, who are often praised for their helpfulness, service and pleasant demeanor. While we strive at all times to provide our guest with the highest level of service and customer satisfaction, there are the rare occasions where we do fall short.
I would like to thank you again for providing us your valuable feedback; as this gives us an opportunity to learn how we can make improvements.