customer service needs improvement
26/01/2018 Annie M, Twin Falls
The room wasn't very clean, but I kind of expected that based on reviews from other people who stayed in pet friendly rooms. The pet area outside was really bad, littered with trash and covered in pet... more
The room wasn't very clean, but I kind of expected that based on reviews from other people who stayed in pet friendly rooms. The pet area outside was really bad, littered with trash and covered in pet waste.
It would have been an unremarkable stay if not for two of the three front desk agents. The first was incredibly rude, not a friendly bone in her body. If I approached the desk to ask a question she treated me like I was an inconvenience.
After her shift I went to the desk to give them a heads up that the morning shift lady had a really bad attitude toward guests. There were two ladies working, one talking to me and the other to another guest.
The lady I spoke with was very professional, friendly, and apologetic but then something amazing happened. The lady who was helping the other guests approached the lady I was speaking with and just started talking to her over me about another guest!
Interrupting a conversation is rude enough, but for someone in a supposed customer service role, it's unbelievable.
I could tell the lady I was speaking with was embarrassed by this, as she ignored her co-worker but gave her a little nudge.
So I guess it's just the culture there, and I feel sorry for the lady who is apparently the only one who cares about how guests are treated.
The management here needs to step up and properly train their front desk clerks, or get rid of the ones who act like they're doing people a favor by letting them stay there. If it was a clean hotel with better amenities I could overlook the rudeness and stay again, or if it was how it is but with friendly staff I could stay again, but below average cleanliness coupled with the bad attitudes of the staff is too much and I will never stay here again. less
bwvista, Manager at Best Western Vista Inn At The Airport, responded to this review
Dear Annie M.,
Thank you for the feedback regarding your recent stay at our property.
I would like to apologize for the cleanliness and service issues you experienced during your stay. Our expectation is to provide a positive customer experience, I am sorry we weren’t able to do that for you. We have discussed the issues you experienced with our staff and we will be implementing corrections for the future. We appreciate you informing us of your experience.
Again we apologize for failing to meet your expectations and we do hope to have the opportunity to serve you again in the future.