Blood on the sheets, rash from the pool
Staff need to be trained in customer service and compassion. Their website gave me information that conflicted with what the front desk staff gave me upon check in. They were incredibly rude to me whe... more
Staff need to be trained in customer service and compassion. Their website gave me information that conflicted with what the front desk staff gave me upon check in. They were incredibly rude to me when I challenged that information. There was blood on the sheets where my 11 and 8 yr old sons slept that I didn't notice until morning. The pool is so over chlorinated that we all got a rash. When I brought this to the managers attention, all they could say was, "there's nothing wrong with the chemicals in the pool". The quality of the continental breakfast was very poor. I was made to feel like a jerk for bringing any problems to the staff's attention. I will never stay here again! less
Kell S, Director of Sales at Best Western Seven Oaks Hotel, responded to this review
Dear Melissa W,
While we certainly appreciate the opportunity to host you and your family, we are disheartened to learn that your experiences at the Best Western Seven Oaks fell significantly beneath your expectations.
We regret that our usually meticulous housekeeping staff committed some uncharacteristic oversights, and their missteps proved adverse to your impression of our property. Thank you also for sharing your thoughts about the level of chlorination in the pool, while our pH and Chlorine levels were in the mid range of the Health Department guidelines during your stay, some people are very sensitive to chlorine and we will examine whether it is safe to operate at the lower end of the guidelines.
Please allow us to apologize for any customer service shortfalls regarding our staff and managements response to your complaint regarding information that is on the website and changes to hotel policies. As this falls within my sphere of responsibility, please accept my personal apologies for failing to update changes on our website. The staff were responding the best that they could with the information that was provided to them and as such the responsibility for the disparity is mine.
We are grateful that you have brought these issues to our attention as your opinion helps us critique our performance and make positive change. We hope you will reconsider your stance on visiting us, and allow the Best Western Seven Oaks the opportunity to better serve your needs in the future.
Director of Sales
Best Western Seven Oaks