Rude front desk
01/04/2018 Kit M, Fargo, North Dakota
When the room was reserved, it was made quite clear that it was going to be used for a young child’s birthday party and the question was specifically asked if party guests could swim. We were told thi... more
When the room was reserved, it was made quite clear that it was going to be used for a young child’s birthday party and the question was specifically asked if party guests could swim. We were told this was fine so long as every child swimming as well as every adult and child who would be near the pool whether they were swimming or not. Fine and good.
Fast forward to check in. The mother of the birthday girl checks in but forgets to purchase the extra wrist bands (7 at $10) vNo biggie. I run in to purchase the additional wristbands. I approach the front desk clerk closest to the door and she is friendly, professional, and happy to help. I think her name tag said Kim, she had dark hair. The second front desk clerk (shorter with reddish hair) quickly interjects herself into the situation and puts a stop to this purchase, interrupting the transaction and tells me that they don’t sell extra bracelets because it just gets too crowded and she couldn’t allow Kim to sell me any wristbands. I ask to speak to the manager. The reddish haired front desk clerk disappears for less than two seconds and comes back to say the manager has approved the extra wristbands.
I remind her that I hadn’t asked her to speak to the manager, I had asked to the manager myself. Suddenly the manager is so far away that she needs to be contacted by radio to please come to the front desk. At this point, I’m highly irritated as it’s obvious the red haired desk clerk had lied when she said she had spoken to her manager, because there’s no way the manager could have gotten that far away in the space of less than five seconds.
I ask the manager to explain all the pool rules so that there were no more surprises and party guests would not be harassed. I am told that all rules are posted and she would speak to her staff regarding politeness.
Arrive to room and find it has not been properly cleaned. Toothpaste on the mirrors, the floor was not vacuumed, whitish spots on the back of bathroom door, drip marks on the side of the microwave stand, hair on the bed, etc. just a half assed job all around.
At this point we would have refused the room and left had it not been for the child’s birthday party scheduled to begin shortly.
when we got to the pool we found that very few people were wearing wristbands. So we paid $70 extra dollars to be treated rudely by a redhead since wristbands are in actuality optional. there was a shortage of towels, the second they’d bring a stack it was gone.
The children did greatly enjoy the pool area, and while it’s age is showing it does appear to be well maintained.
We called the desk for extra towels and some trash bags to contain the party mess and that was delivered soon enough. We did also try out room service later and the server who brought it was friendly. The wine tasted watered down but the steak was excellent.
If it hadn’t been for the red haired front desk clerk we’d probably give this place another try but as it is no way in hell. It’s several hours later and I’m still annoyed by the front desk clerks rudeness.
Ted H, General Manager at Best Western Plus Ramkota Hotel, responded to this review
I apologize for the poor customer service and cleanliness issues you encountered during your stay with us. We take great pride in our customer service and I am sorry that you weren't able to experience that. I can assure you that your comments will be addressed directly with the respective employees so that they can be corrected. If you would like to discuss your stay further please feel free to email me at firstname.lastname@example.org or you can call me at 605-336-0650. Thank you for taking the time to write a review and give us your feedback.