11/02/2019 PeggyZ7103, Algoma, Wisconsin
Was so looking forward to the fireplace in our suite and it turned out to be a cheap, distasteful electric variety. And the artwork was dark and depressing. I paid a lot and feel cheated. This was for... more
Was so looking forward to the fireplace in our suite and it turned out to be a cheap, distasteful electric variety. And the artwork was dark and depressing. I paid a lot and feel cheated. This was for Valentine's Day and we thought it would be a gas fireplace we could cozy up to. A cheap electric fireplace should NOT be listed as an amenity. less
Daniel S, General Manager at Best Western Premier Waterfront Hotel & Convention Center, responded to this review
Dear Peggy Z, thank you for choosing to stay with us and providing a review of your recent stay. Please accept my personal apology that the artwork and electric fireplace did not meet your expectations. We never want a guest to feel cheated.
I am glad I was able to contact you and make amends for your disappointment. As we discussed, it is never our intention to mislead our guests as there is no business advantage in doing do. We do present the description of our whirlpool/fireplace suites as the fireplace being electric on the hotel’s website. Unfortunately, our rooms are also presented on third party travel sites (Expedia, Booking.com, Hotels.com, etc.) where we don’t have total control as to the how our rooms are described. Since your reservation was made directly over the phone, I will share that we would never intentionally mislead a guest. I admit the possibility that our guest service representative did not specifically mention the fireplace as being electric. Often this is something that comes-up during the conversation if the guest is specifically desiring a gas or wood fireplace. I am sorry this detail was missed and I will make it a training point with our team to be sure we do not miss this detail in the future.
With regard to the artwork, the artwork in our suites is all provided my local Oshkosh artists. We believed it is nice to be able to feature the talent of local artists in our rooms. I am sorry the artwork came across as depressing.
Our goal is always to make our guests’ visit memorable, in a positive manner. Should your travels bring you back to Oshkosh, my team and I truly hope you choose our hotel giving us the opportunity to serve you again.