My family and I arrived around 7 pm to check in and when we walked in the lobby there was nobody at the front desk, instead there was a phone with a note that said to dial "301" for assistance. I picked up the phone and dialed 301 and we heard a phone ring in the back office (where there was no one there) and it rang...and rang...and rang. after waiting in the lobby for 10 minutes with my family (3 rambunctious kids hyper from sitting in the car all day and all our luggage in tow) a lady (not in uniform) finally came to the front desk with a phone in her hand and laughed about her assistance phone being dead. (She said that she was assisting another guest and didn't realize the phone she had with her for the front desk was dead) When she checked us in, she asked for photo ID and Credit Card, which we provided, however when checking my credit card, she said that the card I gave her was not the card we had booked with. For a brief moment, I was confused and thought maybe I had given her a different card than the one I booked with, however she said "the card you booked with ends in 3009, this one that you gave me ends in different numbers." I knew that I had given her the correct card and after some back and forth about my card, she finally showed me the card I had given her and I moved her thumb to reveal the last four digits of my card ending in 3009! She laughed and said that she wasn't looking past the master card logo and apologized and finished checking us in. She did tell us that pool and hot tub hours however she told us that the hot tub was out of order. Something my family and I were really looking forward to using. I considered this to be a service failure on the hotels part for not letting us know in advance that their hot tub was out of order. We would have booked with another Best Western, had we had this information. The beds are hard and we barely slept due to being extremely uncomfortable and we every time the room next to ours used the toilet or shower, we heard it very loudly in our room, throughout the night. Breakfast was mediocre, scrambled eggs were runny although there was a nice variety of food. The man at the front desk in the morning was very pleasant and welcoming when we checked out. He asked if we wanted a receipt and thanked us for staying. He was the only pleasant part of our stay. less
BWPMeridian, General Manager at Best Western Plus Meridian, responded to this review
Thank you for your patience with our newest employee. I appreciate the notes. I hope you will choose to give us another chance. I promise you a far superior experience.