rude staff, costly taxi fare
05/01/2017 carlaroncoli, Atlanta, Georgia
We arrived at the hotel to discover that due to a glitch with the online portal we used to reserve our room, the hotel reserved TWO rooms for my husband and I and insisted that we pay for both of them... more
We arrived at the hotel to discover that due to a glitch with the online portal we used to reserve our room, the hotel reserved TWO rooms for my husband and I and insisted that we pay for both of them. The reception staff were rather unhelpful and made no effort to find a solution. In addition, we had the same unfortunate experience with the taxi to the airport that has been reported in several other reviews (I wish I had read them before reserving this particular hotel!), the taxi charged 20$ for a ONE mile ride to the airport. Of course when the hotel never informed us about the fare when we inquired about the shuttle service (which only starts at 8am, though many flights leave at 7am). Overall frustrating experience, will never stay there again. less
Gloria A, Responsabile relazioni con la clientela at BEST WESTERN PREMIER CHC Airport, responded to this review
Thank you for completing the survey regarding your recent stay at our hotel.
On behalf of our entire team, I would like to apologise for not exceeding your expectations.
Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better service and a positive experience for you and for guests in the future.
We have investigated about the problem you had on your arrival.
Unfortunately you booked two rooms with the same travel agency that sent you only one confirmation instead of two. As we explained you on your arrivel the problem is that the hotel cannot manage reservation made by external channel or agent.
Regarding the shuttle service we are very sorry but during the week end the time table is different from the midweek and you can find all the information you need on our website or calling the hotel reception (24h).
Unfortunately the rates of the taxi company are rates that are independent from the hotel.
This email only to tell you our regret for your inconvenience.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience that can meet your expectations.
Waiting to have you our guests soon,
we send you our Best regards,