Could have been a 5 rating.....if staff were friendlier
07/07/2019 wkcb, Winnipeg, Canada
We recently stayed here for 6 nights at the end of June. During our stay, while recovering from a medical situation, we experienced horrible main desk service on a daily basis. We do a fair bit of t... more
We recently stayed here for 6 nights at the end of June. During our stay, while recovering from a medical situation, we experienced horrible main desk service on a daily basis. We do a fair bit of travelling and have always found that the front desk staff set the tone for a stay- asking how your day has been, what are your plans while you stay, are you new to the area, a simple good Morning, just wholesome down to earth customer service. The front desk staff at this location needs major overhauls. Seldom ever acknowledging anyone to the point of being rude.
We were locked out of our room continually so we had a lot of interactions with front desk staff. Sadly, while they were having problems with their electronic locks, we the guests were made to feel like an inconvenience. At 1 point 4 of us on the 4th floor were locked out of our rooms and looked at each other wondering who would draw the short straw to go down to the main desk to ask for help to get us in our rooms yet again. On day 3, it took no less than 3 trips down to request the key be reset. Finally on the last trip I asked the gal to come up with me as I wasn't going to go down any more times.
Our saving grace at this hotel was the breakfast hostess- Michelle. She was so friendly, asking everyone how their Day was going, did they need anything. She should be a trainer for the rest of the team. She is the reason we didn't check out earlier and find a different place to stay.
The hotel is clean and well taken care of. It is easy to find and located close to many places that can be walked to. less
Tim R, General Manager at Best Western Plus Kamloops Hotel, responded to this review
First, I want to apologize for the service you received during your stay. I was not aware of this situation and will review with the staff to find out why the lock problems happened. with RFID locks, this should not happen. We strive to provide superior customer care to all guests, and yes, Michelle in breakfast is a great example of the level of service we strive to achieve each day.
We just won the Certificate of Excellence for 2019 and the Hall of Fame award!! We will strive to maintain that level in the future.