Family stay with 4 rooms for a local funeral. Handicapped room or first floor room specifically requested during booking for frail elderly husband of deceased (uses oxygen, etc.). Upon arrival, told o... more
Family stay with 4 rooms for a local funeral. Handicapped room or first floor room specifically requested during booking for frail elderly husband of deceased (uses oxygen, etc.). Upon arrival, told only second floor rooms at other end of hotel from elevator. Clerk couldn’t figure out that any request had been made but nonetheless no first floor room. Much effort to get frail family member to this room. Later that night, our fourth group came in and were given a handicapped room that they didn’t need. In the morning when the clerk was asked how that could happen, he was quite rude, confrontational, and told us we just wouldn’t listen to him when he said “there was no problem”. None of the hotel clerks wore the mandated face masks either behind their plastic partition or when walking around even though it is mandatory in KY and there was a sign on the desk stating mandatory mask use. Two good things, the hotel appeared clean and the breakfast attendant was very friendly and hard-working (and wore a mask). less
P Wilson, Owner at Best Western Plus Louisa, responded to this review
We appreciate you responding to our hotel. I am so sorry that you and your family had such a bad stay. When you checked in did you inform the Front Desk of the room that you wanted? I am just asking for training purpose for the future. When you made your reservation did you specify who was going to occupy the Handicapped room? Again I am very sorry that you had a bad experience. Did our Front Desk clerk ask you which of the rooms you wanted?
I understand that someone cursed our Front Desk clerk the next morning. The person that was at the Front Desk is one of the most professional employee we have. Please tell me what he said. I have to reprimand and I need your help with this.
Kentucky no longer requires a mask since our employees are behind glass at the Front Desk but I am sorry if it offended you. We will be more aware of this in the future.