DO NOT STAY HERE! YOUR RESERVATION WILL GET MESSED UP AND YOU WILL BE LEFT HIGH AND DRY!
04/04/2019 LMS967, Eau Claire, Wisconsin
Walked in yesterday and they couldn't find our reservation. Had a reservation with my last name, belonging to my nephew, but not mine. I had to go into my email to pull up my confirmation, and then th... more
Walked in yesterday and they couldn't find our reservation. Had a reservation with my last name, belonging to my nephew, but not mine. I had to go into my email to pull up my confirmation, and then they found it. (Note... this hotel isn't that big...) What if I hadn't found my reservation? While pulling up my email, I actually found a second email confirming my reservation, with a DIFFERENT confirmation number. (We had changed our reservation from 2 nights to 1 and added my membership number to the reservation.) Instead of making the change, they made a second reservation. So, I'm not sure why they couldn't find EITHER reservation upon arrival.
Jenn took good care of us and canceled the extra reservation.
But then, after we checked in, we're heading into the lobby, only to find that my nephew's reservation had been cancelled, and now they are sold out.
He had a reservation when we checked in only 90 minutes earlier!
Here's the problem... I understand that things can happen. I understand that mistakes can be made. But Rebecca didn't do ANYTHING about it. No apology. No acknowledgement that YOUR staff screwed this up. No attempt to make this right. Even an effort to help call around and find another room in this small town would have made a difference. And no manager to speak with! Her response (at 4:30pm)... The manager has gone for the day, but you can call back at 8am tomorrow.
How does calling a manager at 8am the next day help the problem for TONIGHT?
Why is there no after-hours number to get assistance in a situation like this? We didn't need help at 2am. It was still during regular business hours.
So, fellow traveler... if you want a guarantee of a reservation, do NOT choose Best Western!
By the way... the hotel itself is nice, but I couldn't enjoy may stay because I was stressed out about the screw up! less
BestWesternHotels, Corporate at Best Western Shelby Inn & Suites, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. - Best Western Hotels & Resorts