Lack of professionalism from beginning to end
05/02/2017 Steinar V,
We checked in an early Thursday evening, and already from that first encounter, we got suspicious of whether this hotel could live up to its four stars. And just to preempt that; thay cannot - not eve... more
We checked in an early Thursday evening, and already from that first encounter, we got suspicious of whether this hotel could live up to its four stars. And just to preempt that; thay cannot - not even nearly... First, they couldn't find our reservation and asked if we might perhaps have gone to the wrong hotel, but when showing our confirmation - and after a while - they found it. Then a ten-minute farce of finding a room started - caused by the fact that we are two male guests, and the poor country girl in the reception probably never tried that before and assumed that we were brothers - as we have the same last name, and that we wanted separate beds. We didn't know what went on in her head, so we couldn't really help - until she articulated her qualms. When we disclosed to her that we are actually married, she was even more confused - and sorry at the same time - and she ended up giving us an upgrade to a superior room. And thanks for that, because looking at the floor-plan, it was twice the size of a standard room, which means that a standard room would have been a nightmare. We wanted to invite our local friends for breakfast on day two and asked if we could reserve a table for four, as the breakfast room is tiny. No chance, but also - no problem, we'll fix something. Our guests came on time, but there was no table for four, and no possibility of making one, so the hostess suggested that we spread ut on twotable for two in two separate corners of the room, Smart... we went somewhere else for breakfast, of course. The last morning, the internet was disconnected and we couldn't get back online. Hote policy - no checking mails the morning you check out... Baroque. Adding to that, amenities were not renewed, neither were water bottles in the fridge, while the empty bottles were left on the desk - and so on. If someone would tell me where the four stars come from - and the "premium" label, I'll be surprised - and as far as the staff goes, I would suggest a basic training course at what the concept of service means - and then on at how to be a hospitality professional. But then, I'm afraid, they would probably also have to recruit someone who would have at least a chance of understanding what the two are about... less
Damien W, Directeur général at BEST WESTERN PREMIER Faubourg 88, responded to this review
Dear Steinar V,
First of all, let me thank you for that review of yours.
Regarding the situation you encountered, the receptionnist who welcomed you is new in the profession, and it seems she was awkward in her way to handle it. I apologize for this as it does not reflect the politic of our hotel.
As you explained it, she even upgraded you as a way of apologizing, and I am glad to see that you enjoyed the "Executive room" she gave you.
For the breakfast, I remember it as you requested it directly to me on the Friday. I replied to you that it was not possible to book a table in advance, but that we would do our possible when you arrive the saturday morning with your friends.
I am sure you will understand that we cannot book a table as in a restaurant and prevent other guests who arrive earlier to take a seat in our breakfastroom.
I do not understand the part about the facilities renewal. As minibar consumptions, my understanding would be that your minibar has been renewed a few times during your stay.
Even if it seems that some misunderstandings are part of the overall situation, I would like to apologize once again in the name of all our staff and myself for the lack of professionalism you have felt, as our guest satisfaction is one of our main objective.
We hope to have the pleasure to welcome you and your husband among us to show you our 4 stars branding standards.