Customer Service should be paramount
On the 28th and 29th we had the unfortunate encounter with Ms Rosa. On the 28th we watched her address another guest, Hispanic very courteous. She made sure he was pleased with what she provided. Ho... more
On the 28th and 29th we had the unfortunate encounter with Ms Rosa. On the 28th we watched her address another guest, Hispanic very courteous. She made sure he was pleased with what she provided. However, when we walked up to the table she slid our food across the table, got upset because we didn't want orange juice after she made the wrong drink and when we asked for a different orange because it was way too soft she interrupted us and said, "wait a minute I am not finished yet." So we just let her continue even though what we asked for was wrong. We thanked her and left. I went down alone on the 29th and our order was placed without biscuits and gravy, however when she put them on the plate I told her no we requested bagels and not biscuits she yelled, " just wait a minute. I am not finished yet." She then dropped a fork on the table and when I requested another one she said, "it is all the same." It may be to her, but not to me. Then she is wearing one glove and touched the rim of our drinking cup with the hand that had no glove. This is the second time she was rude. In the time of this pandemic it is extremely important to watch sanitary procedures. It is because people are not acting responsibly and with extreme caution that it is spiking again. My desire to act responsibly should not be offensive to someone who chooses not to.
We had the same rude experience with the housekeeper on our second room service. She even acted annoyed by our simple request for two extra small towels because we don't wash our face with the towels we wash our bodies with. The housekeeper on Wednesday seemed upset while cleaning our room. We are not nasty or disorganized and to be honest our request wasn't anything out of the ordinary. My wife asked her to change the mattress cover and replace for a clean one. She said she could not and proceeded to change the linen. When my wife asked if she could spray freshener in the room and get two extra small towels she huffed as my wife annoyed her, after getting the towels the housekeeper just went around spraying as if it were a bother. I realize everyone has a job to do, however no guest should ever feel unwelcome or uncomfortable about simple requests that is another person's job. The front desk staff was professional and the shuttle service is a plus. less
Rupesh Patel, General Manager at Best Western Plus San Antonio East Inn & Suites, responded to this review
Thank you for your review. Yes, absolutely, customer service should be paramount, and we are passionate about delivering this to all our guests. In addition we ensure a very high standard of cleanliness prior to and during this pandemic. We are taking Covid-19 cleaning procedures and protocols very seriously in accordance to guidelines. The manager had been able to discuss these matters with you after check-out. We are deeply sorry that you had felt this experience, which was very unusual for us. Feedback had been given to all of the staff at the time. The issues mentioned have been addressed. We are doing our best to offer a Free Hot Breakfast that goes above the offerings of most hotels, currently during the pandemic in a safe manner. Two tables have been placed in front of the breakfast attendant to allow you to be fully served with distance created between the guest, and therefore a tray needs to be slid across. Again, sorry for your encounter.
The housekeeping were Spanish-speaking, wearing masks and believe there may have been some language barriers and mis-perceptions as they do provide extra items upon request. Front Desk personnel would have been happy to assist and convey any specific requests to housekeeping, especially as she may not have had an extra mattress cover with her. We like to encourage all guests to mention any issues at the time so that we can provide a solution and a comfortable pleasant stay during your visit.
Shuttle trips that had been requested daily were above our normal offering which we happily provided to you. We are glad that you had a good experience with other team members. We hope that a future stay would be positive all around, as that is the standard we strive for.