To bad such a beautiful hotel has such a bad GM
16/07/2017 michellenesepter, Port Charlotte, Florida
This is the second time I've stayed at this hotel but I will NEVER go back. I booked a night with this hotel through Best Western using my reward points. During the evening my husband & I decided to s... more
This is the second time I've stayed at this hotel but I will NEVER go back. I booked a night with this hotel through Best Western using my reward points. During the evening my husband & I decided to stay an additional night. Since we wanted to sleep in the next day we tried to add this additional day stay that night. We were told by the night desk clerk that the additional day would have to be added in the morning but he would make sure to hold our room so we wouldn't have to switch rooms the next day. In the morning the general manager (Louie) told us that we could NOT stay in the smoking room that we were in as they were all booked for that day & had to move to a non smoking room. (He was extremely rude to my husband & condescending.) He had his manager Teresa place us in a non smoking room & told us not to mess it up as if one of the smoking room reservations cancelled we could go to their room. We spoke to Teresa at the front desk at 3pm & 5pm & she informed us that no smoking rooms were available yet & in fact there was only 1 unbooked room in the whole hotel. At 7pm we went to the front desk & spoke to the night clerk (Alex who remembered us by name from our last stay). He informed us that 3 smoking rooms were available, one of which was the room that we were forced to leave earlier in the day. So we were moved back to our original room. (At 11pm that night there were still 2 empty smoking rooms.) I have no idea why a general manager of a hotel would choose to accommodate someone who may or may not show up at their hotel instead of a customer that is already staying in their hotel, it seems ridiculous to me! And really shows that he has no customer service skills! less
bw_boca_gm, Manager at Best Western Plus University Inn, responded to this review
Thank you for taking the time to provide a review of your recent stay at our property. First I would like to apologize for the issues you encountered, as I was very disappointed to hear not only of this but how you felt you were treated. Our staff will do everything in their power to fulfill all of our valued in house guests' as well as our arriving guests' room requests, with this said we regret we missed this expectation with you. I agree our intentions did not translate well with you as it should have also been communicated strongly by the front desk staff that reservations for extending your stay are necessary as we can get last minute high volume bookings leaving us with limited room availability. All the staff did work very hard to come up with a solution without having to modify an incoming reservations room type, including the maintenance staff working hard to finish a maintenance project that had been started in order to open up the booked room type, because of this we are pleased you were able to have your preferred room. Once again we apologize for the inconvenience the switching of rooms caused, and we do thank you, we appreciate the feedback as it helps us to identify the areas we can improve upon our guest experience.