I have NEVER been treated so poorly in my 47 years of my life. My daughter booked a block of rooms for her wedding. Website was down, so I called, no big deal (or so I thought).
When I called, I intro... more
I have NEVER been treated so poorly in my 47 years of my life. My daughter booked a block of rooms for her wedding. Website was down, so I called, no big deal (or so I thought).
When I called, I introduced myself as the Mother of the Bride. Alonzo was the gentleman I spoke with. He was polite on the phone, however he screwed up.
I asked for a room with a jacuzzi/whirlpool tub due to severe back issues. I knew I would need the jets to help alleviate pain since I will be way more active than usual. I also let him know I would like to stay 2 days before and one day longer than was in the block. My husband and I wanted to help with any last minute loose ends. He assured me there will be no problem. And yes, I asked if the price he quoted me was the best price he could do for that room. He put me on a very brief hold and came back with a lower price. I thanked him. I then asked if there was a $100 deposit being charged as well since the Maid of Honor and at least one Bridesmaid were charged that fee. He said since she had enough people booked, they waived that fee. Well... for me and a couple others, not everyone. I also asked when my card would be charged since I prefer to pay in cash at the end, but use the card to hold the room. He said They do not take cash only credit cards. But they will charge the credit card at the end of my stay. Well they did not. They charged my card immediately. I was going to use my debit card instead of my credit card which has a Visa logo and they said no that cannot be used.
Fast forward to my arrival. I go to check and it is not the room I requested not to room I was told I was going to get. There is no whirlpool tub the bathroom was extremely small and the whole floor smelled like rotten fish.
We were in a hurry due to driving five hours to try and make it to a dinner with my daughter and her future husband. So I didn’t say anything at the time. When I did say something Melissa the person at the front desk was very rude and said to me “I am just so tired of this block! I don’t care what they do anymore they’ve been nothing but trouble.” At that point I did get upset and I said excuse me! (Loud, but not yelling)That’s not very professional what does that have to do with the hotel making an error. She said well it’s new management and we don’t have to under any contract but your daughter does even have a contract. My daughter did have a contract I saw it myself.
Finally she said whatever I’ll give you whatever room you want and make something up to the management. That point friends of mine that were attending the wedding started to arrive. I did not want to cause a scene in front of my friends and my daughters friends. So we switched rooms at around 10:30-11pm. And these sheets had a urine smell!
As my daughter the bride was getting her hair done and I was getting my make up done and other Bridesmaids and Maid of Honor were in the room along with the Grandmother of the bride. The housekeepers came in and asked if we needed anything done. My daughter said “I’d like you to make the bed please and can you do the bathroom.?” That’s all she said that’s all she needed done she didn’t walk the photographer or the videographer to have to take pictures by a messy bed or messy bathroom. They said they are at the end of the shift and cannot come back. My daughter offered to pay for them to stay. One of them said they cannot stay past 2pm. (Funny, the next day it was 2:40pm and they had their laundry carts on my floor and were cleaning a room)They told us to get the things off the bed very rudely. The make up artist, starts to remove the few things that were on her bed.
The two housekeepers then come into the room with the bed which is (where I happen to be getting my make up done) and look at the bed and said we can’t make your bed. We can’t get through to make the bed. I knew that was a lie! I’m a plus size woman, I fit with no problems. But they could have even asked us to move the make up chair a few inches, but Instead they would’ve rather make a scene and call my daughter a bridezilla. I did raise my voice and yell at them, maybe it was not correct but I was very frustrated and very upset that one of them called my daughter a bridezilla who has been nothing but nice to them. I do not know which one called her a bridezilla, but it was one of them!
They then looked at my daughter and said we’re not going to clean your room you have too much of an attitude. At that point the make up artist and the hairstylist said not to worry about it and they will tell the management about their horrific behavior. We spoke with somebody at the front desk who denied everything and said well the Mother of the Bride and the Bride are surely too anxious to deal with anything right now so of course they’re going to be rude. I’m sorry I had to go to a wedding my daughter was getting married I was not going to sit there and argue with the front desk by my daughter is walking down the aisle so I just left.
The next day my very good friend who is also a guest came to me and said how dirty their room was there was even a rag in their toilet! How embarrassing for the Bride to tell these guests to go to this hotel and have it be junk and have it smell have it be dirty and have people be rude to them that is very unprofessional and I will Ask them to also post their own review with their experiences as well.
The next day I spoke with Sid, at the front desk as I was checking out. He said he was the manager. I tried to speak with him about the issues we had and he said he knew about all the issues and had a talk with the housekeepers even though he doesn’t think they did anything wrong. I asked what he was going to do about it and he said he needed time to think about everything to see what he’s going to do. That was it! No apology, no nothing. I am so disgusted I will never set foot in Best Western again! I will make sure Everyone I speak to will know about my experience with Best Western. On top of all that the pool had way too much chlorine my whole body itched from head to toe I was on the swim team and used to practically live in a swimming pool! I have never had that problem, I also went to the wedding smelling like chlorine scented perfume! I showered twice and lathered up very well, but the chlorine was too strong. To the hotels defense, I didn’t bring up the chlorine issue as it wasn’t as important as the other issues. It add this with the rest and it is a big deal.
There is one good thing about that hotel - there was a housekeeper named Ronda who came to our room the first night. She was very polite and very thorough. In my opinion she is the only one that should be working at the hotel! Actually, she probably is too good for the hotel.
The Guest Relations rep was very pleasant and listen to my complaints for 40 minutes. She created a file and promised to follow up with the hotel. She also gave me points towards another night at another Best Western. While she was awesome, it was not their fault, so I think this Best Western should take responsibility and fix this error.
I know there is more negative about this hotel but I’m too frustrated to write anymore I’ve already written enough. less
Bw-Guest-Relations, General Manager at Best Western Plus Minneapolis-Northwest, responded to this review
Dear AProudGramma,
Thank you for your feed back. Allow me to apologize on behalf of our hotel for failing to meet your expectations regarding your stay at Best Western Plus Minneapolis Northwest. I have shared your feed back with the front desk as well as housekeeping department to ensure we handle these type of situations differently in the future. Your satisfaction is important to us, and your feedback will help us improve and ensure we offer an exceptional experience to our future guests.
Again, thank you for your valuable feedback.We sincerely apologize for your experience.