Worst hotel experience EVER!
DO NOT BOOK THIS HOTEL ON-LINE! Researched and booked this hotel with outside booking agency far in advance and received written confirmation. Drove five hours in holiday traffic with two small childr... more
DO NOT BOOK THIS HOTEL ON-LINE! Researched and booked this hotel with outside booking agency far in advance and received written confirmation. Drove five hours in holiday traffic with two small children only to be told the hotel was full and my booking reservation would not be honored. Front desk said I was the second person today turned away in the same situation. I understand technical errors happen, but the front desk's response lacked any customer service or human kindness. Fortunately, I was able to find a room down the street at the Quality Inn where the front desk employee went above and beyond to accommodate us. Needless to say I will never stay in that or any Best Western again and will advise all my families and friends against it as well. less
Ajay P, Manager at Best Western Plus Lake Elsinore Inn & Suites, responded to this review
Dear Stacydeanne, I truly appreciate you bringing this to our attention. On behalf of our entire team please accept my apologies for failing to retrieve your reservation. I have addressed your concerns with my staff and deeply regret putting you thru this situation. It is not the way our guests are ever treated, there was obviously a break down of several things that caused this issue to arise which I deeply apologize for. If you see fit to give us another chance I would be honored to accommodate your stay personally, please feel free to contact me directly. In addition, for any future reservation at any property, it is always good to reconfirm your bookings prior to arrival to verify they have received your accommodation. We hope you will consider staying with us again, as we will be making appropriate changes so our future guest do not encounter the experience you went through. Once again, my sincere apologies.