Dusty tables in the restaurant and guests not masked.
The majority of guests didn't wear masks in the elevators, hallways and lobby. The three front desk workers seemed uninterested in enforcing the state requirement. We tried the prime rib special in ou... more
The majority of guests didn't wear masks in the elevators, hallways and lobby. The three front desk workers seemed uninterested in enforcing the state requirement. We tried the prime rib special in our room and found the seasoning and quality of meat to be sub-par at best. less
Daniel Schetter, General Manager at Best Western Premier Waterfront Hotel & Convention Center, responded to this review
Thank you for staying with us and for providing comments about your stay. I am sorry we did not meet your 100% satisfaction is this is always our goal. Please accept my personal apology.
I am sorry circumstances around the pandemic largely influenced your disappointment with our hotel. Certainly, I understand your opinion about “masking” during the pandemic. The Governor of Wisconsin’s Executive Order 94 recommends masking however, it is not mandated due to constitutionality issues. However, Best Western branded hotels require guests to wear masks in public spaces. This is indicated with signage at all entry points as well as at the guest elevators. As I am sure you are aware, this has become a very sensitive and aggravating topic with many people. Our staff is trained to politely ask guests to wear their masks upon arrival. However, if they refuse, for the staffs' own safety, they are not to engage any further with that guest. I hope you can respect us not putting our team members in contentious situations. Surely, it would be easier if everyone complied. I regret this is not the reality.
I am very sorry the prime rib served during room service did not meet your expectations. Our greatest opportunity in food service situations is to address concerns as they occur. In the Ground Round, we always have floor managers available to our guests for non-typical situations that can arise. With our restaurant, or any restaurant, if something does not meet your expectations, I would ask for a manager to address the concern at the time of service so that the issue can be corrected while you are there. I hope you took the opportunity to do this.
Our team strives to be proactive for the comfort and enjoyment of our guests. There is nothing for us to gain if we don’t work toward that goal. I hope by addressing your comments I can improve your faith in our team and the Best Western brand.