Worse customer service stay away from this place
18/06/2018 Lana P,
We had booked a room for a family reunion , and it was a totally nightmare! We booked directly with the hotel and book for two nights hotel ended up calling us while we were out and once we talk to th... more
We had booked a room for a family reunion , and it was a totally nightmare! We booked directly with the hotel and book for two nights hotel ended up calling us while we were out and once we talk to them on the phone they apologized for the confusion when they thought we were only staying one night. Once we got back they had completely removed all are items from the room put stuff in trash bags. Bad enough they packed our stuff up but they did a horrible job ! Stuff was damaged. Girl at front desk gave 3 different stories as to why this happen, 1st story she came to work ask what with this stuff in back office was told customer will come and get. 2 nd story we had been contacted and that the person who called us confrim we only wanted one night and will come by and pick up stuff. 3rd story we never answer Phn so they removed our stuff. And than she said if we would have came earlier than she wouldn’t have check some People in . The girl at the fest wouldn’t give her name she just keep excusing herself to go cry in back room. ( hope she not a assistant manager) her behavior was so unprofessional she didn’t know how to print any receipts out, she keep crying , she didn’t know how to conduct herself, she keep saying she called a manager and was told to get info and the manger would call us back on Monday . Like really you are leaving us with out a room and not at all willing to get on the phone ? The manager having some kid relay info instead of coming to the hotel or getting on the phone? How does a hotel leave a person who doesn’t know how to handle a situation ? A person who can’t even give you a receipt ? But most of all who can at least apologize ? But I guess that the way they run this hotel because I have yet to hear back from a manager. This staff pack my belongs in trash bags cause damaged to my items , left my kids and me with out a room but not willing to try to make it right. I don’t live in Texas so since I had no room I had to just leave and drive home that night which is a 14 hour drive back to Arizona . Stay away from this place they don’t take any ownship in their mistakes and don’t try to make things right! Worse service I have ever received . And was told was getting a Corp discount NOT TRUE!! The rate they charged all the members was a stanadard rate no discount we all could have just book on line VS with the hotel because the price was the same. A scam about lower rate. less
Subhir H P, General Manager at Best Western Plus Seminole Hotel & Suites, responded to this review
First, I would like to apologize for the inconvenience, your time, and for your and our reaction to this unfortunate event. I would like to clarify that at check-in all guest are to confirm and sign a Register card that shows complete dates of reservation; had this been a clerical error on the hotel side we would have gladly accommodated, and this was not the case. Incorrect bookings can cause overbooking which was what happened with your reservation. Had we not been sold out the hotel would've gladly accommodated and easily extended your reservation with no problem at all. We apologize for the misfortunate events and how they were handled. The "crying" and "unprofessional" front desk agent you mentioned was crying because you and your family threw property equipment at her and raised your voices at her knowing that she was not at fault. Even though I do understand your anger this behavior is not acceptable; regardless of any situation. We will definitely take this unfortunate mishap and use it as a learning experience. Thank you for your business.
Best Western Plus Seminole Hotel & Suites