Best Western Wickenburg AZ
08/06/2018 gbrophy, Corner Brook, Canada
I arrived on June 1st; having been told upon reserving the hotel had a guest laundry. I discovered they did not, nearest laundry services 2.5 miles away. The check in agent, Mark became almost hostile... more
I arrived on June 1st; having been told upon reserving the hotel had a guest laundry. I discovered they did not, nearest laundry services 2.5 miles away. The check in agent, Mark became almost hostile, banging his finger on the check in form, asking how many adults in the room, how many children, I put in a slash, lt's not good enough; I want a zero he proclaimed in a loud voice. He went on to bang his finger on the registration form, initial here for non smoking, here for no pets (still banging his finger). Then I said to Mark, your attitude is starting to annoy me. I said hold my reservation and went out to speak to my wife. We had nowhere else to go. Temp 107F and then decided to stay. I was then made to wait 45 mins until Mark checked in around 6 couples, whilst sitting on a bench in the lobby. All this time Mark pointedly ignored me. My time on the bench was interesting. There was a lady with a cat desperately trying to find a room, almost crying. The Quality Inn was full. (Thank the Lord I did not walk away, I know in Marks arrogance he would have turned us away), they sent her to the BW (She eventually got a room). This is not the way to treat paying guests. I followed this up with BW Customer Service and the hotel. The upshot was from the hotel lobby manager, we have sent you a gift card use it or throw it in the garbage. She then hung up the phone.
Stay here at your peril. A nightmare less
BWRANCHOGRANDE, Manager at Best Western Rancho Grande, responded to this review
Once again we would like to apologize that there was confusion about our laundry services. We do not have a guest laundry, but offer laundry services for guests staying more then 1 day. The owner herself was in the office when you arrived at the hotel and she did state that she personally offered to do your laundry for you at no charge since you were misinformed, but the offer was declined. I was not personally working during your check in to see the way that Mark was acting, but I have spoken to him about this situation as he is very new we want to make sure he is aware that every guest is to feel welcomed and comfortable from the time they check in until the time they check out when they are at our hotel. I am sorry that you feel this way sir, but our hotel and front desk clerks do not turn people away when we have vacant rooms, and if you had left and came back if there was still a vacant room we would of offered it to you as we would anyone who came in. We did receive the Customer Care report and I contacted you via phone as you had requested. We did apologize for everything, and informed you that we have sent you a Travel Card that does not expire and can be used at any Best Western, and you stated that you did not want it. I replied back with the card is good anywhere and you can use it if you want to or not use it as it is your choice. You informed us as well as Customer Care that you wanted Marks employment terminated which we did not agree to do. The phone call was not ended in this way with a hang up, as we ended it with I myself stating that we were sincerely sorry that you were not satisfied with your stay, I expressed how I understand how frustrating it was for you, and that we had sent you the travel card to let you know how sorry we were.