08/08/2019 Lat_Jack, Atlanta, Georgia
Best Western needs to learn what customer service means and then learn how to do it. My family and I stayed here for a family reunion. The hotel was ok. They have a hot breakfast every morning. We wer... more
Best Western needs to learn what customer service means and then learn how to do it. My family and I stayed here for a family reunion. The hotel was ok. They have a hot breakfast every morning. We were only able to experience it once because our room was booked by someone else. Let me explain. We came for a family reunion. The organizer had reserved the rooms for the family. My husband booked the room. We arrived in the evening and the next morning had breakfast and headed to Montgomery. We arrived late that night and headed up to the room. Our key card was not working. My husband went to the front desk and they fixed the card. When we entered the room, we were wondering where our belongings were. We rushed back downstairs. After a lot of heated discussion with the front desk, apparently the room was only booked for one night. They said the manager tried to call us several times which is a lie. There were no calls from the hotel to my husband all day. They threw all our stuff on a bell hop cart. Our luggage was thrown together and the toiletries were put into garbage bags. We will take part of the blame for only booking for a night. But we were part of a family reunion and the rooms were reserved for a certain time period. We have phone records that prove there were no calls from the hotel to let us know that our possessions were in the room and they were going to remove them. I have no idea why they would fix the key to allow us in the room when they know there was an issue with the room. What if the occupants were in the room when we opened the door? That was not smart nor safe. Poor customer service and a dishonest manager. We will NEVER stay here again and next year our family will choose a different hotel. We have never experienced anything like this in our lives. less
Cassandra C, General Manager at Best Western Troy Inn, responded to this review
After reviewing your review, I started searching our PMS to find your reservation and had no success. I would appreciate it if you could please send me an email to firstname.lastname@example.org with the name on your reservation as well as the dates you stayed. This is the first time I have heard anything about this and I would like to get to the bottom of it.