Ok room, poor customer service
15/10/2017 Goose323, Mississauga, Canada
My husband and I were only spending one night in Osoyoos and found a room at the Best Western. Although the room was decent - comfortable bed, clean bathroom, quiet - I found the customer service at t... more
My husband and I were only spending one night in Osoyoos and found a room at the Best Western. Although the room was decent - comfortable bed, clean bathroom, quiet - I found the customer service at the front desk was lacking. Upon checking in I inquired about using the exercise room. I was told that I had to come to the front desk to get a key to access it. When I followed up later that night, there was another person at the desk who told me I could just use my room key to access it. Later that evening, we discovered that we had run out of floss. Since there was a sign in the bathroom that said Best Western could provide toiletries "complimentary", I inquired at the front desk. I was told that I'd be charged over $3 for floss - that they didn't give ANY toiletries free of charge. It puzzles me what they mean by "complimentary".
There aren't a lot of options in Osoyoos but I doubt we'd stay at the Best Western Plus Sunrise in the future. less
BWSunriseInn, Front Office Manager at Best Western Plus Sunrise Inn, responded to this review
On behalf of our entire team here at the Best Western Plus Sunrise Inn we would like to apologize for the slight mix up you had at the front desk regarding the fitness center. The fitness room is located just inside the Pool Area doors. The Pool Area can be accessed using the room key but in order to gain access to the Fitness Area a separate key is available at the front desk. We have a few new staff members and it seems that one of them may have gotten that mixed up. We would like to thank you for bringing that to our attention as we can now rectify the problem.
We have Plenty of Complementary Toiletries as well as a few that have a cost. Complementary Toiletries here at the hotel included: Shampoo, Conditioner, Soap, Shower Caps, Toothpaste, Toothbrush, Razor, Shaving Gel, Combs, Make Up Remover, Mending Kits, Kleenex, Hand Sanitizer, and Ear Plugs. All of these things can be found at the front desk at no cost to the guest.
Items such as Hair Spray, Dental Floss, Deodorant, Mouth Wash and Contact Lens Solutions are considered "extras" and have a slight additional fee.
Sorry for any inconvenience this may have caused for you.
Have a great day!
Front Desk Manager