03/08/2017 Kristin D, Mountain Top, Pennsylvania
I had friends stay here and the hotel looked nice when I visited. However, the staff kept goofing up my reservation. I called in advance to confirm and they had me down for two double rooms. I only ne... more
I had friends stay here and the hotel looked nice when I visited. However, the staff kept goofing up my reservation. I called in advance to confirm and they had me down for two double rooms. I only needed one. When they cancelled one they actually cancelled both. My five minute phone call turned into a half hour. He claimed he fixed it and all was well. I called during regular business hours that Monday to have it checked to be sure it was right, because I didn't trust it was taken care of. I was told I had a reservation for one night instead of two and it was a king bed. I needed my original one if two nights with 2 beds, as I had four people coming. Basically the end result was this was my problem, not theirs and the woman did absolutely nothing to correct the matter. So they accidentally booked me twice. Deleted both reservations instead of one, and then switched it to a king. The end result was I found a nice hotel down the street that was accommodating and my reservation was accurate and easy. less
Tom P, General Manager at Best Western Plus University Inn, responded to this review
Thank you for taking the time to rate and review our hotel. I wish we could have helped you in some other way. You, as our guest are our #1 priority and we try to make your stay as enjoyable as we can. I'm sorry to hear our new staff member in training had complicated your reservations, resulting in you staying at another hotel. We will use this experience as a learning tool moving forward for both training purposes and solutions to provide the best customer service possible. Again, we appreciate the time you set aside to give us your feedback. We hope to see you again in the future on your next trip to Olean NY.