Terrible customer service
I booked our room under the premise it had a pull out bed. When we got to out room, it did not and when I asked at the front desk she questioned me. Are you sure? Yes, I am sure. I checked under t... more
I booked our room under the premise it had a pull out bed. When we got to out room, it did not and when I asked at the front desk she questioned me. Are you sure? Yes, I am sure. I checked under the cushions. What size was the couch? It wasn't a couch, it was a chair. How big was the chair? Are you kidding me?
I asked to be moved to another room since she claimed the room we were in was the only one I the entire place that didn't have a pull out. She said they were sold out. I said is there someone who hasn't checked in that we could switch with. Nope everyone has checked in. Mind you...as I am standing there, two sets of families line up behind me to check in.
She tells me there is room next door if I want to move part of our party over there. We decided to do that so nobody has to sleep on the floor. What she didn't tell us is that there was no TV or Wi-Fi or deadbolts because it was newly renovated even though the woman at the new place told her that and asked her to make sure we knew before coming over.
Did we get compensated? Nope. Did we get an apology? Nope. Did we at least get a reduced rate at the other place? Nope. Did we get contacted by upper management like we were told we would to help resolve the situation? Nope. Do I ever complain? Nope, but I am now because it was ridiculous and not acceptable. less
Cosmopolitan816150, General Manager at Best Western Plus Yakima Hotel, responded to this review
Guest satisfaction is important to us so we're sorry to hear you felt your stay could have been better. Please accept our apologies for any misunderstanding about what room type was booked. Our staff is always happy to try and find a suitable resolution to help make your stay as comfortable as possible and I apologize if that wasn’t the impression you received with your interaction with our staff. We pride ourselves on our guest’s satisfaction, so we also apologize for not being able to provide you with a room that would have worked better for your group’s needs. I tried reaching out to you via phone with no luck yet, if you would like to discuss your stay further please feel free to give us a call at the property directly. The next time you're in own, we hope you'll consider staying with us again and give us the chance to ensure a fantastic experience.