DO NOT STAY HERE
30/08/2019 Kim G, Springfield, United States
PLEASE DO NOT STAY HERE. The staff is so poorly trained and incompetent, and the rooms are so poorly ventilated that our sheets and clothing were constantly damp. You can read my full review, but i a ... more
PLEASE DO NOT STAY HERE. The staff is so poorly trained and incompetent, and the rooms are so poorly ventilated that our sheets and clothing were constantly damp. You can read my full review, but i a nutshell, our reservations were constantly messed up, with phone calls from the front desk--even at 2:30 in the morning. And when I called the manager, she told me I was lying! That none of it had happened! I lodged a complaint with the corporate office, which would be forwarded to the owner and management and no one has contacted me! Worst customer service ever. DO NOT STAY HERE.
*It took 10 minutes on the phone to get the agent to understand one reservation for 3 nights and one for a separate person for 2 nights. That should have been my first clue.
*When we got there, they had not reserved ours for three nights.
*We were not told about an authorization check-in needed for our guests until the 2nd one we made.
*We were called in the middle of our son's rehearsal dinner to tell us our credit card was invalid and ask for the number--despite them having it on three other reservations and on our authorization form AND me standing right there at the desk when the guest checked in. It was still not resolved when we returned to the hotel and I had to go to the desk.
*One guest had standing water all over their bathroom floor and a backed-up tub when they checked in and were told to just wait for maintenance rather than immediately changing their room.
*One of our guests did not have sheets on their bed.
*I made one of the reservations past the group rate deadline and in spite of having at least 7 rooms reserved for this party, they would not offer me the group rate.
*The group rate was actually more than hotels.com (I found out too late).
*THEY CALLED ON THE ROOM PHONE AT 2:30 A.M. ON OUR THIRD NIGHT THERE TO TELL US THAT WE HAD NOT BEEN CHECKED IN, SO NEEDED TO COME TO THE DESK IMMEDIATELY. Can you imagine? Being startled awake by a loud, unfamiliar ring, then having to dress and go to the front desk? Then try to get back to sleep? What kind of place would do that?????
We were at this hotel for our son's wedding and will be visiting our new in-laws many times, but will never, ever stay at this hotel again. less
BW_GM, Manager at Best Western Sherwood Inn & Suites, responded to this review
On behalf of our entire team, I want to thank you for completing the survey and for selecting our hotel for your stay. Again I do apologize for the inconvenience you experienced at the hotel. We have addressed this matter with you already and no further actions will be taken.
We hope that you will consider staying with us again in the future to give us another opportunity to offer you a superior experience.
Sincerely,
Candy Brown
AGM
Best Western Sherwood Inn & Suites