Check in nightmare
05/11/2016 Bill B,
The front desk clerk when I checked in (Sylvia I believe) did not seem to know how to operate the computer. The check in process took forever, and I was the only one checking in at the time. (12-14 mi... more
The front desk clerk when I checked in (Sylvia I believe) did not seem to know how to operate the computer. The check in process took forever, and I was the only one checking in at the time. (12-14 minutes). So after that frustration, turns out we were given the wrong room. (we were supposed to have 2 beds not a king). So that gets straightened out, we're in the right room 25 minutes after walking in the lobby. When I could not find the info for signing into the internet, I called the front desk for help. Rather than just give me the info I asked for, she said she gave it to me. So I asked her to hang on while I looked for the paper. When I returned to the phone, she had hung up. Wow, I waited for her 25 minutes to get my room, and she did not have the courtesy to wait two minutes on the line while we tried to resolve my issue. And let me point out again, there was no one else there for her to serve. And the room did not live up to the other BW's we stayed in the previous week. Very disappointing. The cook they brought in for the morning breakfast was Excellent. And the front desk gal that checked me out was good. These were the only positives of the stay. less
Ronnie S, General Manager at BEST WESTERN Sonora Inn, responded to this review
Dear Bill B,
Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short.We have talked to our front desk staff and done some more training on the issues you have pointed out o us. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.