Short staffed, rude staff
17/11/2019 BathEGR, Bath, United Kingdom
Rooms in this hotel are nice enough, but in the evenings the hotel seems to be run by one person and so the front desk is frequently unattended while the person attends to other matters elsewhere. On ... more
Rooms in this hotel are nice enough, but in the evenings the hotel seems to be run by one person and so the front desk is frequently unattended while the person attends to other matters elsewhere. On top of that the room cards seem to stop working nightly, requiring a long wait at the unattended front desk for someone to show up to reactivate the card. Tonight that person was extremely rude, arguing with me over how long I actually had had to wait, and dismissing my polite complaints with a lecture about the 80+ other rooms he had to attend to. When I told him I felt his talking back to me wasn't appropriate, he said "Sir I am not a child, only my parents can complain about my backtalk." I have some sympathy for the fact that this employee is left with too much to deal with by himself. The hotel should have sufficient staff to handle ordinary volume of activity, and clearly they do not. That is the fault of management. At the same time, this employee ought to have simply listened to my reasonable complaint and told me he understood. Instead he talked back and decided to give me a lecture. As it happened, I had just come back from putting a family member in the hospital. He couldn't have known that, but that's why you should deal with guests professionally and respectfully, even when they are frustrated, rather than arguing with them. The hospitality business requires empathy. This employee forgot that tonight. less
Brittany_RS, Best Western Plus Team at Best Western Plus Las Vegas West, responded to this review
BathEGR, I would first like to sincerely apologize about the experience you had during your stay with us. Please know, that we have taken care of the situation and taken appropriate actions. Service like this, will not be given or seen in our hotel ever again. I'm sorry to hear about your family member and I wish for a speedy and good recovery. I do hope you give us another chance in the future. Our team looks forward to providing you with the service you deserve and expect.