Building & Breakfast Great, but not the Staff
18/12/2017 486susannem, Washington, United States
PROS: The building is nice and appears updated. They were putting in new carpeting while we were there. The rooms are in very good shape as well so we were very happy as we took a chance with Best Wes... more
PROS: The building is nice and appears updated. They were putting in new carpeting while we were there. The rooms are in very good shape as well so we were very happy as we took a chance with Best Western Plus. Beds were nice as well as clean. Linens are updated. The bath towels were the thickest I've ever had at a hotel. Their breakfast was good- French toast, made to order omelets, cereal, biscuits and gravy, fruit and more. Loved that the milk was actually very cold. CONS: Staff uneducated on the policies of Best Western. Front desk staff were incorrect on Gold Member perks. I called the Best Western Rewards who confirmed the staff were incorrect. They were calling the hotel to have them give me my Gold Member gift- but I still didn't get it. Staff also smokes at the front door in shorts and flip flops while on duty (in December). Cigarette butts everywhere at the front doors. OVERALL: The property, the rooms, the beds and the breakfast were nice and I'd go back to this hotel. I'm usually a Hampton Inn user as they are consistent from property to property. For the money, this Best Western Plus was good. However, know what you are supposed to be getting and don't take the front desk staffs' word. less
OAKBROOKINN, General Manager at Best Western Plus Oakbrook Inn, responded to this review
Dear valuable guest,
Thank you for taking your valuable time in giving us a review about your stay with us! First of all, we would like to offer our sincere apologies for the misunderstanding of our staffs and cleanliness of our front entrance.
During your stay with us, our front desk was unaware of your reward choice preference as we do offer a choice of Welcome gift bag or 500 bonus reward points for Gold elite members and above. Your room was complimentary upgraded prior to arrival as you are our valuable elite member. Regrettably we did not receive any phone call from Best Western rewards team on our record in regarding to change of reward preference, so we are very sorry as our front desk at the time was not aware of the changes. It is also highly recommended to let us know if any questions during your stay so we can assist right away. Most of the time we never fails to do so as we want our members to feel like VIP with our selection of perks.
The staff you saw smoking outside was actually off duty at the time. Generally in Best Western we have a strict dress code that we do not allow our staffs to wear shorts or flip flops while on duty. However, they may change their attire after their shift and they are not permitted to be at the desk while off duty.
Our sincere apologies again for any inconvenience during your stay, and we certainly agree with you that we should improve our entrance appearance and be more promptly to assist our guests at anytime. We thank you for willing to give us another chance to stay with us in the future! At anytime please give me a call directly for your upcoming stay as I want to ensure of your next stay with exceptional experience of Best Western with us!
Thank you so much again for choosing our Best Western PLUS Oakbrook Inn
Where you stay at people with care~♥