Terrible customer service !
10/06/2018 Maureen C, london, ontario, canada
Upon arrival we were told that the pool was out of service, the room was not ready and the shuttle unavailable with no replacement.We specifically changed to this hotel as it advertised a 24 shuttle, ... more
Upon arrival we were told that the pool was out of service, the room was not ready and the shuttle unavailable with no replacement.We specifically changed to this hotel as it advertised a 24 shuttle, which we called to confirm with the front desk the week prior. Since check in was 3 pm , we returned at 4 pm only to be told that there was still no room ready and 3 pm is only a " suggested " check in time and we could go elsewhere if this was not to our liking. Having already paid for the room in advance, this was not an option but an insult. Many others were waiting for rooms, that at 4pm were just starting to be cleaned. The management and his team need a serious review in customer relations and an attitude adjustment. There was never an apology given for this upsetting stay.
Sadly, the property is appealing and the rooms are very nice but the staff ( except for the midnight shift ) are rude and very unprofessional. less
SueThakor, General Manager at Best Western Plus Savannah Airport Inn & Suites, responded to this review
Thank you so much for staying with us here in Pooler. Sorry about the confusion on the shuttle. We do advertise a 24 hour shuttle, so it should have been available when you needed it. However, the information is in the process of being changed to 24 hour shuttle to and from the airport, as the posted information is incorrect. Check in time is at 3pm, and most rooms are ready by that time. In some instances, prior guests do not check out by check out time, and with current rewards systems in place by the brand, extended checkouts are given which causes all rooms not be available at 3pm for incoming guests. If you did stop in prior and were told your room would be ready by 3pm, then it should of been ready. I will be sharing your review with the staff. Thanks for being honest with your comments. Again, truly apologize for your experience.