14/11/2017 G6606LGmeganm, Oshkosh, Wisconsin
There was no breakfast options, the coffee / tea center was poorly stocked. One of The hotel staff lingered around the pool to stare at me and my friends in the hot tub. There was hair all over the ba... more
There was no breakfast options, the coffee / tea center was poorly stocked. One of The hotel staff lingered around the pool to stare at me and my friends in the hot tub. There was hair all over the bathroom and the beds were poorly made. less
Daniel S, General Manager at Best Western Premier Waterfront Hotel & Convention Center, responded to this review
Thank you for the time you took share your comments about your stay. Our goal is to earn your loyalty as a return customer and I regret the challenges you encountered with housekeeping gave you a negative impression of our hotel. Please accept my personal apology for this.
I agree with you that a clean room is a reasonable expectation. We train our housekeeping team members with the goal of preventing any possible item from being overlooked in a room. The success of our business depends in it. Obviously, a misstep occurred that, at this moment, I cannot explain without further investigation. I realize this next comment does nothing to mitigate the situation however, this truly is very untypical for our hotel as evidenced by other guests’ posts on Tripadvisor. It is always our goal to attempt to handle guest issues at the time of occurrence so that, if something is unsatisfactory, we have the opportunity to correct it so that it is not a lingering issue for the balance of your visit. I hope our team members were notified so that we could correct this for you during your stay. I will personally follow-up with our housekeeping manager and supervisors to investigate how these oversights developed and to prevent reoccurrence.
I'm not sure I understand your comment regarding the lack of breakfast option. We provide a full service restaurant with an extensive menu. Could you share a bit more information as to what your expectations were and how we did not meet them?
I apologize that a member of our team caused you discomfort. We do have team members who service the pool area and the public spaces around the pool area. I'm sorry that, in the performance of their work responsibilities, they were perceived as staring. This is not something that has ever been brought to me as a complaint in the past however, based on your comment, I will watch for this so that I can take corrective action should I ever observe such activity from a member of our team.
We truly work to be proactive for the comfort 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 us and the Best Western Brand as we strive to always make improvements for our guests.