Need to Work on Customer Relations
22/10/2016 CKT808, Honolulu, Hawaii
This hotel is located on a busy road with only a parking lot separating the building and the road. We asked for a room on the back when we checked in at 4 pm. The clerk told us they were fully booke... more
This hotel is located on a busy road with only a parking lot separating the building and the road. We asked for a room on the back when we checked in at 4 pm. The clerk told us they were fully booked, and no rooms were available on the back. He added that we should have requested a room on the back when we made the reservation. We felt he implied this situation was our fault. Then he asked the manager to come to the desk. She said we could have an "executive" room for $20 more. It seemed like "bait-and-switch." This has never happened to us before, and we travel a lot. When we agreed, she gave us the choice of four different rooms. We were a little shocked that there were four rooms available in a "fully-booked" hotel. The room we chose was fine except the sheets were so pilled that it was difficult to sleep. Also, there was an ice machine in the hallway making an awful racket. The room was spacious with a small refrigerator. There were a couple of robes in the closet. I guess that is what made it "executive." Our bill was over $140 for our stay in this standard Best Western hotel in a small town in Colorado. When we had dinner and shopped in Buena Vista, other places were great. Everyone was respectful and friendly. We will certainly visit Buena Vista again, but we will find somewhere else to stay. less
BrentJewellGM, General Manager at BEST WESTERN Vista Inn, responded to this review
We've emailed you to further regard your comments, and we believe that they have been addressed. Our hotel does fill up quickly, as it is still tourist season in our area. We are always happy to accommodate special room requests; however, this can sometimes only be done with prior notification due to the logistics of switching around rooms/reservations. Thanks for choosing to stay with us.