05/12/2018 sheilayoung, Central Florida, Florida
On arrival we were given our keys which did not work so the front desk programmed another set of keys which did NOT work, front desk then asked maintenance to check the door as maybe the battery was d... more
On arrival we were given our keys which did not work so the front desk programmed another set of keys which did NOT work, front desk then asked maintenance to check the door as maybe the battery was dead, maintenance confirmed dead battery and proceeded to change the battery whilst we waited in corridor, after 1
5 minutes or so the door opened by the occupant of the room, he was quite surprised as we were. Maintenance chap radioed front desk to advise of the dilemma their response was to put us in another comparable suite, on arrival at suite we noticed right away that it was not what we had booked but as we were tired we stayed the following morning I asked front desk the difference if any to the suite we were in and the suite we were originally booked into, I was told that one was the executive suite the other a normal suite, so I advised them of our problem when booking in and the room we were given as a replacement, there was a lot of apologizing and we were told that they would have the correct suite for us later that day. What I did not like is the two people on the front desk trying the dupe us into another suite and then denying any knowledge of it the next day.
The executive suite is very nice but the air conditioning is so noisy it is hard to relax and very difficult to stay asleep.
My husband was going to have boiled eggs for breakfast but when he cut into the egg there was something hard in it.
We will certainly not be back and will not recommend. less
PocaterraMgmt, Director of Sales at Best Western Pocaterra Inn, responded to this review
Thank you for your feedback, we apologize that the stay did not go as is standard and intended. We had made an honest mistake at the beginning of the day, which led to you being given the wrong keys. We have since discussed the issue with our Front Desk to ensure it does not occur again and what caused it to begin with.
We did not dupe you into a different suite, it was the only room available for that night which is comparable in amenities. The next morning, we did offer our sincerest apologies, compensation with gift cards and room move back to the appropriate room type. We again apologize for the disappointment expressed in your stay, but we did what we could after the fact a mistake had occurred. The mistake unfortunately already had happened and we did everything we could to make it up to you. We are sorry to hear you did not enjoy the rest of your stay and will not be back. We still wish you safe travels and all the best.