I called hotel directly needing a suite for 2-3 nites, to save commissions hotels pay online res systems. We were attending a funeral for a family member who had passes w/o warning & needed space to meet w/grieving family members we'd asked to stay there too. Emily, the PM Ft Desk clerk, made our reservation.
On arrival we were told the 1 elevator wasn't working, but an engineer was coming to fix it! As there was no one to help w/luggage, we asked for a bell cart. No cart to be found. Then we're told our suite was on 3rd floor- we’d have to walk up carrying our bags. After deliberating, the daytime Ft Desk clerk offered to ‘jimmy’ the elevator to show us the suite. It was perfect- but 3 flights of stairs, for 3 days?
Her only other clean/available 1st floor room was a handicap room. (She had empty rooms but housecleaning had left for the day- 3pm? Sold out hotel? The room was fine & with a 76 yr old, we couldn’t do 3 flights of stairs, so we took it!
After she checks us in she informs us we could only have the room for 1 night - it was reserved the next night, we’d have to move in the morning! BUT, she'd reduce our rate $30.00. After a 6 hr drive we were so tired, we had no choice.
We later learned the 1 elevator had been out for weeks! No one was coming as the note on the elevator door claimed. Which meant the elevator was not working when we made the reservation! 2 nights before!! -Not likely to be fixed!
It that weren’t enough, the next morning I burned my hand trying to flip over the heavy waffle iron-as it instructed. I needed some ice and guess what? The ice machine wasn’t working either!!
Felt for the Front Desk clerk- the only employee at the hotel, checked in guests, answered phones, helped guests w/baggage, cleans lobby, runs errands to rooms. She turned away guests including those we’d asked to stay there, since there was no one to clean the dirty rooms. Yet, at 8am next morning she’s back to clean & re-stock breakfast items when not checking out guests, helping w/luggage for those not lucky enough to find the 1 bellman's cart. Multi-member families all had lots of bags!
The noise was understandable w/lots of kids, tailgate parties on the parking lot & who needs the pool?
But poor management is NOT understandable! Nor is limiting staffing/service, not repairing elevators for wks, yet expecting PM Ft Desk clerk to lie about essential access to 3rd floor suite, not to mention others booked on upper floors! less
BWSouthPlainsInn, Hotel Manager at Best Western South Plains Inn & Suites, responded to this review
Dear Esteemed Guest,
Thanks for your comments and disappointed with the comments.
I’m sorry that several issues combined to make your stay less than desirable.
We take real pride in offering the best possible guest experience, and I understand that we let you down.
You can be sure we’ll do better for you next time.
Nothing means more to us than providing a pleasant guest experience.
Sincerely,
Hotel Manager.