Untrustworthy Front Desk Agent During Walk-up Room Booking
06/04/2018 Vi9092, Tampa, Florida
Traveled on red-eye from LAX to Texas when grandmother was admitted to hospital in area. Needed immediate hotel room around 7:30am (without reservation) to check in for sleep. Calmly explained emergen... more
Traveled on red-eye from LAX to Texas when grandmother was admitted to hospital in area. Needed immediate hotel room around 7:30am (without reservation) to check in for sleep. Calmly explained emergency situation to very young front desk agent. He clicked on his computer and provided a certain room at a certain rate. Said he would need to charge me extra for early check-in. Fine, I asked what it was. He then proceeded to call his manager to talk to her in another language that I was not fluent in. During the 10 minutes or so his conversation was taking place, he was clicking on his computer and kept providing me with a different price point and a different room (always higher price and higher room category). I was uneasy, but said okay, and then there would be more conversation in the different language with his manager followed by him saying, "actually, we have such and such room at this price." I was going on 30-something hours without sleep and provided my credit card. I walked up to the room finally assigned and the door was very flimsy upon walking in. Had an immediate unpleasant scent in the room and I had overwhelming sense of unease. I walked right back down to front desk and calmly said I needed to get to hospital, had to leave and would not be staying. Front desk agent was perplexed and said I would need to wait to talk to his manager who was not reachable by phone - the same one he had just gotten off the phone with. He said he would still have to charge me $163.17 since I checked in (literally 4 minutes ago). I said "that's not right, but you do what you have to do and I'll take it up with Discover." I explained the case to Discover, disputed the charge, but the charge was just now reinstated by the hotel.
The whole process smacked of dishonesty, bait and switch, etc. etc. The hotel seemed very nice from the outside as far as quality, but inside room was a definite sense of inadequate cleaning, poor sound control from highway and other rooms, and after the check-in situation, a deep feeling of concern of lack of privacy, security, of untrustworthiness, etc. Were my reactions impacted by overtiredness? Possibly - but it was an instinct I couldn't ignore that wasn't worth any amount of money. I then went down the street to a Hampton Inn where despite being overbooked, they worked very hard to accommodate me and I ended up staying for 4 nights.
BWPlusMansfield, General Manager at Best Western Plus Mansfield Inn & Suites, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.