Awful customer service, awful rooms, awful all around
12/12/2018 Gerardo V, New Orleans, Louisiana
We stayed at the hotel as part of a wedding party. The day of checkout, I will readily admit that we were not out of the room by the stated 11am checkout. Fully owning that. However, what is NOT accep... more
We stayed at the hotel as part of a wedding party. The day of checkout, I will readily admit that we were not out of the room by the stated 11am checkout. Fully owning that. However, what is NOT acceptable by *ANY* means is the rampant harassment we experienced. We received various phone calls, banging on the door, and untempered rudeness by staff. It is NEVER acceptable to intrude upon a guest privacy, especially when this harassment begins WELL BEFORE check-out time. We started getting phone calls and bangs on the door around 9am. The front desk agent was incredibly rude and bossy, calling regularly to remind us of check out. The room attendant did the same.
I do not know what kind of background management has, but it is clear that customer service is not their expertise. You do NOT disturb guests in this way, especially when there is a Do Not Disturb on the door. Furthermore, it was completely infuriating that when we did depart (sometime between 1130-1145a), we walked by a hallway full of checked-out rooms that were not cleaned yet, with the attendant in one of them. The entire hallway had the doors wide open, with rooms ready to be serviced. WHY IN THE WORLD WOULD IT BE CRUCIAL TO HARASS US TO VACATE THE ROOM WHEN THE ENTIRE HALL IS EMPTY AND IN NEED OF CLEANING? For the love of God, I wish someone would call me directly and explain this lack of professionalism. It is wildly unacceptable. No one should have to experience what we did.
When I expressed my frustration to the front desk agent - young woman, likely in her 20's, maybe 30's - she was completely and utterly unfazed. She simply offered me her manager's card. No attempts at recovery. Not even a THOUGHT of an apology. It is baffling to me that someone who works in customer service would have this total disregard for providing customer service.
This hotel is an awful establishment, in dire need of a renovation. Rooms are dark, musty, smell like mildew, just totally unacceptable quality. Luckily, service matches, so at least you know you're getting consistency!
Avoid this like the plague. You're welcome in advance. less
JTObrien, General Manager at Best Western Rayne Inn, responded to this review
On behalf of the entire management team, I'd like to apologize for any inconvenience that you had during your stay.
The hotel policy is that is a guest is scheduled to check out at 11:00 a.m. then housekeeping will attempt to knock.
Any and all areas of concerns will be addressed in our next staffing meeting.