THANKS FOR NOTHING - Follow-up to 10/26/2019
On November 13, 2019, I wrote a review about my October 26. 2019 stay at the Roseville Inn in Roseville, California (see One Bad Apple Spoils The Bunch) and gave the hotel a one-star rating. During th... more
On November 13, 2019, I wrote a review about my October 26. 2019 stay at the Roseville Inn in Roseville, California (see One Bad Apple Spoils The Bunch) and gave the hotel a one-star rating. During the beginnings of the incident that happened that day that compelled me to give the hotel a terrible review on Trip Advisor, I called Best Western’s customer service and requested for the hotel manager, Ms. Shaima Salimi, to call me when she became available. A few weeks passed with no call from Ms. Salimi. I read her response to my complaint on Trip Advisor. Her apology for “not exceeding [my] expectations“ is not sincere. Copying and pasting a standard apologetic response truly made me feel that Ms. Salimi does not care about the poor experience. I will not accept her excuse that it “was a busy weekend for us” as a defense or justification. I would have appreciated if she would have offered an explanation to clarify the accounts in relation to what happened. Her excuse is removing herself from the circumstances and not owning it. It’s an alibi to get herself out of mistakes that happened. I then called and spoke with Ms. Salimi. After familiarizing her about my stay at her hotel, she then recalled who I was. She began by saying she didn’t appreciate the review I gave her hotel on Trip Advisor. She elaborated that her employees were trying to find a guest room based on some specifics I had made when I was reserving the room. I couldn’t refute or discuss anything with her because she wasn't allowing me to speak at all. She implied that I had involved other guests by “bothering” them to what was happening. During the phone call I sensed a lot of exasperation in her tone. I was very disappointed with the content of her response. I was even more disappointed to hear her version of my complaint was not an accurate reflection of what happened. I have no idea what her front desk clerks told her about the situation. However, whatever they told her I find is deceitful and dishonest when, in fact, it was herself that was being liberal with unfounded information. She would not acknowledge that mistakes were made.
If Ms. Salimi had acted in a good faith effort to address and remedy the situation, I would have considered updating my terrible review to at least a very good review on Trip Advisor. But she didn’t. It’s important for Ms. Salimi to remember that feedback is not a personal attack, but more of a reflection on how guests experience a hotel’s service. Ms. Salimi should accept the feedback and learn from the key points. less
BWRoseville, General Manager at Best Western Roseville Inn, responded to this review
Your business is very important to us and we value your feedback. By telling us what you liked about your stay and how we can improve, you are helping us deliver a superior experience for you and other guests in the future. We hope you will come back and see us again soon