26/08/2019 4travelers09, Wausau, Wisconsin
My husband and I did a reverse sleep and fly here Aug 24. Months prior to our stay I made our reservation based on their 24 hr free shuttle to the airport since our flight got in after 11 pm. I call... more
My husband and I did a reverse sleep and fly here Aug 24. Months prior to our stay I made our reservation based on their 24 hr free shuttle to the airport since our flight got in after 11 pm. I called the hotel at 11:30pm on the night we got in and they said they would be there in 15 to 20 mins. A half hr went by and still no shuttle so I called at midnight and she said the driver went home and that she was sending a crown vic to pick us up. What????!! Another 25 mins went by and a black,dirty, smoke smelling, beat up car shows up. We got in because we were tired but this was NOT the shuttle service we payed for. I did talk to bestwestern about our experience and the best they could do was say sorry....This is unacceptable and we will not be staying at this hotel in the future Look elsewhere especially if you need transportation to the airport. less
Brandon M, Guest Relations Manager at Best Western Plus O'Hare International South Hotel, responded to this review
I know that we have already spoken over the phone but please once again allow me to offer my sincerest apologies for the miscommunication resulting in your delayed picked up. Certainly, I can appreciate that traveling is stressful enough and I regret any additional frustration. Just to offer clarification and avoid confusion for other reviewers we do not charge for our shuttle service as it is a complimentary.
Please know that for after-hour requests that had not been scheduled in advance we use a 3rd party town car service to pick up our guests at our expense. Unfortunately, as the shuttle driver had left by your return car and admittedly by our error we immediately scheduled you a car. I am saddened by your description as we have been using this service for some time and have had nothing but great feedback. What you had described is not to our standards nor is it that of company I have experienced so far.
Still, I again thank you for this feedback. Rest assured I have shared this and your internal survey with the town car service to ensure that future rides are in line with our high standards. I understand that you have choices in lodging and should you choose to give us another chance I am confident our team can make it up to you. Otherwise, we truly wish you well in all of your future travels.
Guest Relations Manager
Best Western Plus O'Hare International South Hotel