Evicted without notice due to Best Western's mistake!
10/06/2019 annieroman,
We stayed at Best Western Premier Crown Chase Inn & Suites for business. "Best" Western overbooked - so they decided to kick us out of the hotel on the FALSE claim that we had not reserved the room ... more
We stayed at Best Western Premier Crown Chase Inn & Suites for business. "Best" Western overbooked - so they decided to kick us out of the hotel on the FALSE claim that we had not reserved the room for that night. This was an outright LIE. They did the same to SOME of our colleagues. Why only some? Why not all 15 rooms reserved for the same 6 day-event? Why did BW not check all other reservations for this event and think twice before kicking some of us out, and leaving others? They had plenty of info at their disposal to check and see if it was our mistake or their mistake. However - it seems we were in pretty good rooms and BW wanted their NEW guests to be able to enjoy these rooms. So, they booted us. At noon. On a Saturday. When we were all working. Did they call any of us to ask us to come pick up our stuff (even though we had reserved those rooms through that night)? No. What they did was remove ALL OF OUR PERSONAL BELONGINGS from our rooms, toss them into a laundry bin, or on a luggage cart, and wheel them into the laundry room. THEN, they called about 45 mins later to tell us what they did...AFTER the fact. We all had to find time to leave work in the middle of the most important day of the event, drive over to the hotel, make sure all our property was there, and REPACK in the hotel laundry room - with an employee present WATCHING us to make sure we didn't trash the place or steal anything. (BW apparently only cares about THEIR property and security, not that of guests. I believe that's the second core principle of hospitality services, ironically... comfort and security.) I know this sounds unbelievable, but it's all very true. And, this happened to more than just us - and BW denied any wrongdoing. BTW - a manager was not present when all this took place - and I believe ONLY A MANAGER can enter a guest's room and handle their belongings. Nice. Real nice, Best Western. You are now the WORST WESTERN in our books. Never again. less
CaseyM1608, Manager at Best Western Premier Crown Chase Inn & Suites, responded to this review
Thank you for taking the time to leave feedback about your experience. I am so sorry to hear that you were inconvenienced in such a way but I believe there has been a bit of a misunderstanding. We were not trying to kick you out because we were overbooked, we simply had your reservation set to check out that day and had no rooms to extend you into. As for the rest of your group, who stayed through that night, they had booked their reservations to leave the next day. We attempted to contact you all morning, but had no good contact number for anyone in the group. We called the one number we had while our director of sales tried other avenues to get a hold of you all. At 2, when we realized we would not be hearing back from you in time to allow you to come back on your own, I, the Guest Services Manager, and the Assistant Executive Housekeeper, along with 2 other members of the housekeeping staff went through trying to remain as delicate as possible with your items, and organized them in our laundry room. Our policy is to supervise when guests have to enter our staff workspaces, not because we think you’ll destroy our property or even make a mess of things, but because we want to be available to you and to maintain chain of custody on our Lost and Found, which is housed in this space. We are deeply sorry that we had to remove your items, as we loved working with your group through the week. We just reached an unfortunate impasse for which we had no other solutions. If there is anything you would like to add or any other way I can be of help, please contact me at gsm@BWdenton.com.
Sincerely,
Sterling Stinson
Guest Services Manager