Good hotel. But horrible customer service.
The hotel was fine, but we had a horrible experience during checkin. I, along with my wife and our toddler son, walked up to the front desk. The woman there looked at us. I said "Hi, we have a reserva... more
The hotel was fine, but we had a horrible experience during checkin. I, along with my wife and our toddler son, walked up to the front desk. The woman there looked at us. I said "Hi, we have a reservation". She still didn't say anything. I was confused, and I repeated what I had said earlier. The woman then said - "I am waiting". I said "Waiting for what? Do you want my id?". To which she said "Yes, without that, I don't really know who you are". I said - "Why didn't you ask for it then?". She said - "Don't you know you are supposed to provide that?" I said - "Yes, but I was waiting for you to ask for it". She said - "That is not nice. It is not being polite. When you see someone, don't you say Hello/etc? Providing proof of id is just like that at a hotel". I was aghast at her attitude, and said - "No, I don't!!". She said - "In our country, you won't be able to survive". I said - "Which country is that?!". She said - "Let's not go there". This interaction was quite disturbing and shocking!!! I asked for her name, but she refused to provide it, but said that her badge/employee number is 026. less
doris1974, General Manager at Best Western Plus Sutter House, responded to this review
Dear Traveler,
I am at a loss for words, this is unacceptable behavior on so many levels, I don't know where to begin! I am so sorry you were treated this way, it truly is not normal behavior for my staff, and I can assure you this will be dealt with. We take pride in the fact that our staff members are from all walks of life, cultures, and countries, and have always tried to treat our guests like they are part of our family, and it saddens me that we failed in so many ways with you and your family. Please accept my apology.