NO HOT WATER! HORRIBLE MANAGERS AND SERVICE!
26/03/2018 makaylae240, Lutz, Florida
On the last day of our stay the entire hotel was out of hot water. The overnight manager had told us that we would receive a 20% refund on each of our rooms upon check out. The night manager had left ... more
On the last day of our stay the entire hotel was out of hot water. The overnight manager had told us that we would receive a 20% refund on each of our rooms upon check out. The night manager had left before we checked out and left all of his un-solved issues and very unhappy customers to the day manager. The day manager would not do anything since we booked with Expedia and gave us the number for the Director of Sales and Marketing (Grayce Lopez). After a very irritating phone call with her, her solution was for us to create a rewards account with them and she would award points. After finding out that is no interest to us, she no longer wanted to assist. I called Expedia which of course has to call the hotel and verify, as well as come up with a percentage to offer, they came back with 10% per room instead of the 20% we were promised. So instead of a $305 refund we were given only $152.52, this does not even cover 1 night for 1 room of our 2 night/3 room stay. The hotel did not care that the manager had promised 20% or the fact that they were leaving a customer unhappy and losing our business in the future. less
ErnestoG10398, General Manager at Best Western Plus Kendall Airport Hotel & Suites, responded to this review
Thank you for your feedback, I'm want to apologize for any inconvenience you experienced during your stay. I will contact the travel agent you used to find a better compensation for the incident occurred. We are working hard in a daily basics to deliver the best service to every guest.
Sorry once again and hope you can give us an opportunity to stay back at our property.