I would like to share my experience in the dealings with one of your General Managers (Khaliq) at The Best Western Plus New Orleans Airport. This was the worst and most unprofessional service I have ever experienced with any hotel staff member-- and this came directly from their General Manager and staff.
I booked my reservation for an Airport Shuttle to be picked up and dropped off at the airport during my requested time. I arrived at the property running a little late, so I was anxious to be dropped off at the airport.
Upon arrival I was greeted by a front desk agent (Tina) who had me fill out the basic paperwork, then gave me a tag to put on my dashboard. As I exited the property to my car, I ran into a gentleman (who happened to be the GM, Khaliq) and asked him if he was the airport shuttle driver. He mumbled a few words about a rental car center, but I rushed off to my car since I was already late.
As I returned back to the lobby, I began to register what he said that I would not be dropped off at the airport, but I was to be dropped off at the rental car center. This is not what I paid for and this should have been disclosed prior to the signing of documents.
When I questioned the General Manager, Khaliq, of why I was not going to be dropped off at the airport, he immediately got defensive and told me that if I didn't like it then I could get my money back. I told him that it is a valid question because I paid for services that are not being rendered. He proceeded to get an attitude and speak very rudely. We exchanged words, but his rude response was ... nobody wants to work so we can't take you, take it or leave it.
As I said, I was running late. I could not afford to drive my car to another parking venue and miss my flight. I proceeded with the trip and told Lake that I will be contacting his superiors for his rude and unprofessional demeanor. His associate apologized on his behalf and said he was under stress. I was dropped off at the rental car center where I had to walk across the car drop off lot to the other side to catch a 15 minute shuttle to the airport.
This is not appropriate if I am paying my money. The driver, Tina, told me that when I return, they should have a drive. Upon my return, I called the number as instructed and was told to catch the shuttle to the rental car center. When I questioned her this time, Tina responded with a "It's a free shuttle," which I then replied "My time isn't free and this is a huge inconvenience"
The experience was terrible. I have worked for Hyatt's across the country and have never experienced such disrespect. I will never recommend nor stay at this property, even for parking services. If a business cannot provide SHUTTLE SERVICES TO AIRPORT, they should not advertise that they are able to do so and take money from hardworking individuals. They should also be mindful that everyone is in stressed out positions at this time and to be courteous to those who are patronizing their business.
I hope that there is a follow up with this properties ownership group, General Manager and team. less