11/02/2018 Susan M,
The hotel was pretty good, my grandkids loved swimming. We arrived on Saturday afternoon and checked in with a pretty nice clerk who told us the restaurant opened at 4. I decided to call my Dad who l... more
The hotel was pretty good, my grandkids loved swimming. We arrived on Saturday afternoon and checked in with a pretty nice clerk who told us the restaurant opened at 4. I decided to call my Dad who lives in town and invite him to come have an early dinner with us. He got there right at 4, I wanted the kids to have plenty of time to swim after dinner. As we were waiting outside the Restaurant door a very rude curt man asked if he could help us. I told him we were waiting to eat dinner, to which I was rudely informed that the restaurant does not open until 4:30. I replied that the desk clerk said it opened at 4, and then he gave me some dumb remark that the bar opens at 4, but they do not begin serving until 4:30.. None of this was a huge deal except my Dad is elderly and likely did not want to sit in a hotel lobby for 30 minutes. My next question regarding that was why did they not open the doors at 4 and at least let us sit in the bar? Finally at about 4:40 a woman came and unlocked the door and we came in. To my dismay she was equally rude and seemed annoyed that we even came in there, which was surprising because we were the only table in there. She took her sweet time waiting on us and in the meantime I went over to a pull tab machine to buy my Dad and I some pull tabs, he loves those. It took my $10 and did not give me any tickets. When the waitress finally decided to wait on us, I told her and her attitude was totally "not my problem" she gave me a dumb story about how they do not take care of the machines and I would have to contact John. Fantastic customer service. In the morning, I talked to the desk clerk about the $10 I lost and AGAIN I was treated very rudely although she did give me my refund. I have never experienced such awful displays of customer service. My grandchildren were in a hurry to swim or believe me we would not have stayed in the restaurant from hell. Totally disappointed with this. The hotel was great, pool was fun for the kids but by the time we got there I was so soured with the whole place. less
John H, General Manager at Best Western Plus Sparta Trail Lodge, responded to this review
Susan, Thank you for informing me of the poor service you encountered in our restaurant area of the hotel. I was quite surprised by your survey so I did look back at security footage to see what the employees on duty were doing and why it was taking so long to get that area opened up. They seemed to open the doors at 4:20, which by my standards is too late.You are correct that it should not have been a big deal to enter restaurant while they were getting everything set up, even if bartender was running a little late. I will be personally talking with both employees, sharing your comments and showing them video. I apologize for not coming through with excellent customer service that we are pretty well known for. I am glad you found the silver lining with the hotel, and the pool area.