I've never had such a terrible customer service experience as I did with this hotel. I was made to feel unwelcome due to the hostility I faced from the front desk staff. It's a shame that businesses feel like they are entitled to treat hard-working people this way as they fear no consequence. This has marred by trip to Houston, and I will avoid staying at Best Westerns from now on. I've never had a negative experience with hotel staff in the many hotels I've frequented throughout the years.
We arrived in Houston late last night and a friend reserved a suite at this hotel for us in an act of kindness (a suite with two queen beds). He drove us to the hotel to check us in, provided his identification, signed the paperwork, and took his leave. The girl working at the front desk gave us our keycards (3 of them for the 3 of us). We even asked her if the coffee/tea downstairs was complementary (which she confirmed was) before taking our leave to the room. Bear in mind, it was very late at this time and the girl had checked us in with no issues. Now, come the next day, we head out to explore the city and then arrive at the hotel again. As we're entering, we stop at the lobby to make some coffee, when the girl at the front desk approaches us and makes us feel unwelcome. She asks what room we're staying in a hostile way, as if we just decided to trespass and free-load even though she had seen us leave beforehand. I was traveling with my elderly parents and they felt very uncomfortable by her rude questioning. She then returns and asks me how many "of us" are staying at the hotel. I reply that we are 3 guests in total. She then comes back and tells us that the reservation was only made for one person, so there shouldn't be three of us. I tell her that the three of us had checked in late last night, gotten three keycards, spoken to the girl at the front desk, and weren't informed of any discrepancy with the booking. She doesn't respond after that, and we head upstairs, upset by that encounter. She then calls the room and tells my father to head down to the front desk. He tells her that we're busy at the moment and would be free later. We get ready to leave to an prior engagement, and as we're passing by the lobby, we notice that it's quite busy. We have no time to spare so we decide to speak with them when we return. Some time passes and we return to the hotel to find that they locked us out of our rooms. The girl at the front desk tells us we need to pay for the extra people and refuses to acknowledge her responsibility in matter as she's the one who checked us in without a hitch. We tried to explain that we weren't informed of this during check-in but she refuses to listen to us and insists that unless someone swipes a card for 42 dollars then we won't be able to get back into our room. When we ask to speak to the manager, Modi, she says that she's doing this at his behest but we can do what we want tomorrow. She doesn't even have the basic decency to apologize for the confusion or the mix-up, and just insists that we swipe or not get access to our room (which still has all of our things). My elderly parents were so upset by this and my mother's blood pressure rose. We had no choice but to give her the card to swipe and she finally gave us the new hotel keys.
I'm appalled by this utter lack of decency and basic morality. What kind of establishment treats it's paying customers in this way? I urge everyone to avoid this hotel in favor of one that respects its customers and treats them with basic human decency and kindness. less
Mobile38220888823, General Manager at Best Western Premier Ashton Suites-Willowbrook, responded to this review
Hello Mr. Khan,
Thank you for your response and please allow us to response on your review. As we mention you Fire Safety Code and Insurance require to keep correct number of people are staying in the room. Your reservation was only for 1 person and you have more people than suppose to. We also take initial to verify upon check inn number of people going to stay in the room. And check inn time you provided us wrong information about number of people. Mr. Khan don't you think it's wrong to not provide correct number of guest to save some money. We have waited long time for you to stop by at front desk but you are keep ignoring us. Please in future when you book any Hotel please provide correct information may be it's cost you little more but please follow Fire Safety Code and Insurance requirements. Thank you.