One of the better accommodations in this small town, (which you would expect from a Best Western), but it could be the best by far with some work. Nice, accommodating GM who got us in our room early and who greeted us daily during our stay. Friendly staff in housekeeping and kitchen. Pretty good hot breakfasts served by caring cooks. Sub par room quality based on maintenance and upkeep. Blurry cable on 10+ year old TV's. Shower head was poor. Bath fan noisy. Carpets dirty. Nice exterior, lobby and pool. Rooms and common areas were worn and overdue for renovations. A place traveling journeymen workers stay frequently.
Hot tub is overdue for resurfacing. Shows like a fish pond in pictures. Terrible chemical erosion of surface with piles of sand in corners where diligence in vacuuming maintenance fails. Brought it to the attention of GM and maintenance man (together) to no avail, at least by the time we left three days later. Over chlorined hot tub ruined a brand new Christmas bathing suit of my wife's. Unfortunate. The hotel has good potential. Had it not been for a bad time delivered by one clerk, all the small issues could have been overlooked, as the overall atmosphere was pleasant and enjoyable enough for the price.
Would have rated it higher if not for one rude night clerk, Faylin. She was a nightmare! Faylin (sp?) demonstrated some of the worst training in customer service I have seen in quite some time. (I've been a customer relations consultant to clients providing value services to high value clients for nearly 30 years.) She ran rough shod over me and my well behaved family for having hydro flask water bottles in the pool area, ramming it home that no beverages of any kind were allowed in the pool area, (or at least thats what the generic pool sign said in the fine print.)
This was very strange after my wife and I had been drinking Starbucks every day and chatting with the GM and maintenance man while we soaked daily in the hot tub up til then. Faylin couldn't listen or be concerned that rules may have been variably applied, or that for people who were well mannered, consideration could be (or had been) given. She decided that she will not tolerate what the GM never had an issue with and busted my family, while we conducted a verbal review for an upcoming test in school for one of my teenaged daughters, (we were the only ones in the pool area). Learn to listen instead of interrupting constantly and shouting at your clients!
Every time you engage a client your NUMBER ONE GOAL is to leave them feeling happy and well cared for. They should walk away from EVERY interaction appreciating your professional talents, knowledge helpfulness and compassion. Faylin gets an F in all departments. Too much attitude to be allowed to engage clients. Escalated a simple situation unnecessarily, and did it in front of my family. A real bulldog on a chain. Stay in the back office or get more training on how to talk to customers, (and maybe listen a bit too)! Without them and their willingness to return, there is no revenue. With no revenue there is no job, for anyone.
Made me want to reach out to the owner to get her help (and never return). Sad since the rest of the visit was pleasant enough overall.
Really would have felt good about the stay otherwise. Everything was decent and some things were great, mostly the other staffers, as I mentioned. Spoke to the GM about the issue on exiting, (apparently Faylin had not). He listened and repeated the rule, but also acknowledged he had not issue with us sipping coffee, etc, in the pool area, in the days prior. Apologized and asked we overlook it and consider returning. Nice but I was not sure he understood the depth of the damage she caused in 5 min to ruin a 4 day stay. Cannot be allowed if you intend to succeed. less
Kelly Hickey, General Manager at Best Western Rory & Ryan Inns, responded to this review
Again we apologize for your unfortunate experience. we strive to be the best. Our Front desk staff are trained to enforce Hotel policies. We are sorry that it was handled in the manner it was.