24/07/2018 ms2dmax, Atlanta, Georgia
I called the hotel two days before my my cancellation period ended as I would need a refrigerator in the room with a freezer section. I was advised by the employee who answered the phone that all refr... more
I called the hotel two days before my my cancellation period ended as I would need a refrigerator in the room with a freezer section. I was advised by the employee who answered the phone that all refrigerators had freezer sections. We got to the hotel to check in and that took forever to complete. I was told that the hotel was experiencing computer outages so I didn't complain as that can happen and you have little control over it. After waiting for awhile, we were given a key for room 331. We unloaded the car, headed to the room. After numerous swipes of the card and the door not opening, a room attendant came to assist. She could not open it, then the housekeeping supervisor came. She knocked on the door and yelled housekeeping and to our surprise, a man answered back. THE ROOM WAS ALREADY OCCUPIED!!! The supervisor then called down to the front desk to advise them and you will never guess what she said! "You will have to go back downstairs and get another room" is what she stated! Now, I have at this point been patient with these mishaps but it was running thin; we had just completed a four hour drive with a cranky nine year old and I'm standing there with a valet cart full of luggage and supplies!
I got to get on the elevator and I was met by someone as the door opened with another key to a room. Thank GOD! We went to that room and began unpacking. I went to put the supplies in the refrigerator and there is no freezer! Ok, at this point, I am over it! There was a room attendant cleaning the room across from ours and I asked if that refrigerator had a freezer in it. She opened it and said yes, it did. I asked if they would swap refrigerators as I needed one with a freezer. She told me I would need to call down to the front desk. I called the front desk and was politely told I would have to switch rooms again. I blew up at that point because that was the most ridiculous thing that I have ever heard! "You mean you can't just switch refrigerators" is what I asked. She says to me "there is no one on the property who can do it". At that point, I requested to speak with a manager and I was transferred to a voicemail. I was so freaking pissed off I even went online to Twitter seeking help. Fifteen minutes later a knock came at the door and it was a gentleman named Ivan. He was so nice and within 8 mins he switched out the unit with one that had a freezer. I later learned it was his first day on the job!
The next day (Saturday) we were gone all day in Savannah and Tybee Island. Came back to a room that had not been touched/cleaned/vacuumed NOTHING. Our small trash cans were overflowing and not clean towels even though we left them on the floor as instructed. So, we had to go downstairs and ask for towels however I refused to empty my trash. Sunday as we were leaving, we ran into Ivan who greeted us and asked how everything was. I told him what happened in our room and again he profusely apologized. When we returned this time, the rooms had been serviced. We checked out on Monday, not even lingering to eat breakfast. It was time for the fiasco to end.
Ivan was the absolute best part of our stay. Every day that I/we saw him, he greeted us and asked how everything was and apologized for all the previous mishaps. I do not feel that what I paid for my room, the service could have been much better. With the exception of Ivan, there was no sense of urgency nor attempts to satisfy me expeditiously. less
BestWesternPlus11215, Front Office Manager at Best Western Plus Savannah Airport Inn & Suites, responded to this review
I want to start by saying after reading your review of your stay i want to apologize for all the inconvenience that occurred during your stay here with us. would you please contact our property and ask for Rakeem Jackson.
Look forward to speaking with you