customer service at it's worst
17/09/2017 hollmark2009, Hummelstown, Pennsylvania
We stuck with the Best Western or Holiday Inn brands on our trip as much as possible, this hotel should be dropped from any brand name, there was a sign at the front desk to call the attendant, we did... more
We stuck with the Best Western or Holiday Inn brands on our trip as much as possible, this hotel should be dropped from any brand name, there was a sign at the front desk to call the attendant, we did and he arrived through the front door 8 minutes later and said he had to help someone with their luggage as there is no elevator, however there are stairs on each end of the hallway, he apologized, then at checkout, the sign again, there was a women on the phone in the office area next to the front desk, she came out and did not even acknowledge us, I had my room keys clearly visible in my hand on the counter, she continued talking obviously with a customer, we went to breakfast and everything seemed a day old, the women walked past us, nothing, no apology, no good morning, went back to check out, same thing, on the phone in the office, I dropped the keys over the counter and left, my wife went back in to get a receipt, she was told by the women, "we don't give receipts, you will get it in email, the billing goes through at 3 A.M. then proceeds to print out a receipt" The only good thing about tis hotel was the water pressure, and we were on the back side so it was quiet. less
SandyOR, General Manager at Best Western Sandy Inn, responded to this review
Dear hollmark2009,
Thank you for writing about your stay at our hotel and for complimenting our water pressure and quiet atmosphere. I would like to apologize for not exceeding your expectations during your time with us and for having to wait while our front desk staff helped other guests. We inform all guests at check-in that we email receipts on the morning of their departure as an express check-out so that our guests may leave when they are ready without needing to inform the front desk. I am sorry that you did not enjoy our hot breakfast buffet. We use fresh foods that are cooked the morning they are served.
Your satisfaction is important to us and we value your feedback. By telling us what you liked and how we can improve, you are helping us deliver a better service for you and other guests in the future. I hope you will stay with us again sometime in the future so that we may have another opportunity to give you a superior experience.
Sincerely,
Bobbie W.
General Manager
Best Western Sandy Inn