Horrible Experience! Very Rude, didn't want to speak English, etc.
Horrible experience. It started in April when I called to see if we can get a group rate for 10 rooms. The lady that answered the call told me 149.00 but that she will check with the manager and call me back in 24 hours. After 2 days I called back and she said that the manager told her it was too cheap and the best he could do was 169.00. My family found rates for less than 169.00 on travel websites and we took 7 rooms.
We checked in on Friday at 2 pm and the check-in person took almost 20 minutes to tell me that she was trying to find out why the 2 rooms I had reserved had different rates. I told her that one room was for 3 people and the other for 4. She had to pull out a calculator to add her totals per room to find out that it was the same as my reservation. After she made me sign and agree that this is a non-smoking room, she finally gave us the room keys on different floors. My daughter called me to tell me that her room smelled like somebody had smoked in there. We went to her room and just coming off the elevator the hallway stunk of cigarette smell that filtered all the way into her room. We went to the front desk and the lady said that she had to check the room. After she talked to somebody on the phone in Chinese she told us that the manager would check the room. When a guest complains about cigarette smell in a non-smoking hotel you don't make the guest feel like liars, by checking the room, you change the room and deal with the smell later. The manager after checking the room came to the front desk grumbling in Chinese and said very angrily in Chinese to the front clerk that we were lying, that no one else except us complained about the smell, and that the room was fine (we are Chinese, we knew what she was saying!). She was very dismissive and claimed that there were no rooms available, and she could not change the room. She started to yell at us over and over again that there are no more rooms and that no one else complained in Chinese. My wife asked the manager to speak to us in English and she refused to talk to us, she told us to talk to the front desk clerk. After arguing with the front desk clerk in English and the front desk clerk was translating it to the manager in Chinese they somehow "found another room, 207, on the same floor, with the smell. We refused the room and after more yelling and arguing with the front clerk she said something like "forget about her, I'll give you another room". She was very angry but gave us another room (606) on a different floor, this room was OK but she didn't change the rate from the original room reservation to the new room 606. When we were checking out on Sunday, the check out person took 15 minutes to tell me that I owed them $140.00 more. That the total was almost 900.00. I showed her that my reservation for 2 nights, 2 rooms was 766.88. She said she didn't care, that the computer was right. I showed her that total on my reservation and the amount I paid at check-in was the same and I didn't owe anything. She said in very bad English that the computer stated the amount owed was $140.00 and kept insisting that I pay her, instead of trying to resolve the issue. She finally called the manager and at first, he said the same thing but after arguing with him he said something in Chinese to the clerk and said that he will fix it. It took another 20 minutes for him to tell me that the check-in clerk didn't change the rate when she changed the room. He said he was sorry but by this time I was fuming and angry.
On a different subject, my daughter, my nephew's wife and my brother had bug bites on their bodies.
Breakfast was horrible, the line for the microwave was so long that we never got a chance to use it. The coffee machine has 5 types of coffee but only one work.
There is construction going on in the front of the building even on Saturday afternoon, the workers on the scaffolding were able to see inside when my sister-in-law was changing her clothes. less
Frank C, General Manager at Best Western Queens Court Hotel, responded to this review
Hi KK:
My apologies for all the inconvenience you may have experienced. As you can see we are trying to make improvements to the hotel. Please bare with us as we undergo this transformation. It is a bumpy ride but it will be for the better.
Thank you