Do not report issues
14/09/2017 terim957, Corpus Christi, United States
I am an extended stay guest with a negotiated rate for my 12-18 month stay. The hotels elevator starting having issues-the door would not open on the third floor and guests were stuck. It was report... more
I am an extended stay guest with a negotiated rate for my 12-18 month stay. The hotels elevator starting having issues-the door would not open on the third floor and guests were stuck. It was reported by me and other guests multiple times. The manager "reset" it but failed to have a technician come out. This went on for a week and a half. My adult daughter, another extended stay guest, complained after being stuck and having the elevator bounce violently up and down several times, and was told by Fabiola that "we seem to have problems, we may need to go to another hotel, and she would be glad to make us reservations and that maybe we should use the stairs." When I returned from my weekend off my agreed upon rates had suddenly increased by over $280.00 per month. I asked if it was because of the elevator complaint. She said no-rates went up. I spoke to five other guests and their rates remained the same. The elevator issue was real. I was told that the manager got stuck in the elevator over the weekend and suddenly it was a safety issue. After two weeks a technician was called. less
c308k, General Manager at Best Western Plus Seminole Hotel & Suites, responded to this review
Thank you for taking the time to review our award-winning property here in Seminole, TX. I am deeply sorry to hear that you think so poorly of our property and its management. Due to that our elevator maintenance protocol is not solicited to all guest, you were not aware that the elevator company was at the property 5 times prior to you physically seeing a technician. The manager was never stuck in the property elevator, and I apologize for that incorrect information and would love a name of whoever misinformed you so that this can be addressed immediately. Elevator issues are taken very seriously by management and ownership, and even though it is unfortunately out of my hands, we apologize for the inconvenience of the contracted elevator company not being able to fix the issue on their first visit. On average, our daily rates are increased or decreased according to corporate advice and demand as per all other hotels. I apologize for any misinterpreted information that was given to you or your daughter. Hotel contracted accounts request privacy on guest rates as well as any other information regarding such companies, so any information regarding rates is non-disclosed. In conclusion, because of the detailed emails I had received from you and your daughter, I felt it fitting to offer to make other arrangements to help the terrible insufferable experiences you were both undergoing. Above all, we appreciate your input and will use this as a learning experience for the future. Thank you for business and for your valuable input.
Best Western Plus Seminole Hotel & Suites