Room was ok - Customer service was terrible
03/08/2017 rhondan377, Beverly Hills, United States
Upon check-in customer service was terrible. Did not advise us ahead of time of problems with reservation. Tried to charge us extra for another room because they did not have roll away beds. We end... more
Upon check-in customer service was terrible. Did not advise us ahead of time of problems with reservation. Tried to charge us extra for another room because they did not have roll away beds. We ended up having to have our child stay with someone else during the trip instead to avoid extra costs. Front staff person was very rude and not at all accommodating. Hotel was being renovated and we were not told of that in advance either. Continental breakfast consisted of junk food in a paper bag that you ate in your room. Pathetic. Only good thing was the housekeeping and maintenance staff. less
cybercme, Public Relations Manager at Best Western Trailside Inn, responded to this review
Dear Rhonda Novak,
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us. It is important for us that you know we're in the people business in long standing. We specialize in making sure guests continue to have an experience that brings them back again and again. Our long linage of repeat guests tells us we're on the right track.
As was explained to you upon check-in, and so noted in your electronic reservation log, we indeed did attempt to reach you about the fact we don't have roll-away beds; part due to the logistics of moving them up and down stairs and part due to not being able to ensure sanitation for a bed that would move in and out a storage room and in and out of an indoor and outdoor environment. I am sure you can appreciate that. The other issue is, we don't lie. Period. To assert such is very disappointing, especially in light of the fact we did out utmost to help you change to a room more suitable for for you and your granddaughter. We adjusted our rates so that you would only have an additional $25 for this room. We are sorry that you chose otherwise.
Due to our lobby and guest breakfast-area remodel, we lovingly put together sack-breakfasts together for each guest using items at their choosing. We've never offered a cook to order meal and are in complete compliance with the highest of Best Western standards. Once our mandated remodel is completed we'll be able to return to normalcy and it will look amazing. We hope you'll reconsider and stay with us again whenever you travel our way.
Guest Relations Specialist
Best Western Trailside Inn