Bad Customer Service
I have stayed there the last few years and while this hotel is dated everything was fine. Last year when I arrived the room I had requested three weeks prior to my arrival was not available for me. No... more
I have stayed there the last few years and while this hotel is dated everything was fine. Last year when I arrived the room I had requested three weeks prior to my arrival was not available for me. No explanation as to why my reservation was not honored. The on shift manager told me when I was checking out to contact her personally when I was coming back and she would make sure I get what I requested. This year I made a reservation for October I requested a suit on the third floor. I am going to be staying 6 nights and wanted all the noise below me. I attempted to contact the manager to explain what happened last year and see if I could get some assurances for this year. I left a message with the front desk on 7/15 at 12:10 PM. They said she was in a meeting ?? but would call me right back. today is Friday the 16th @ 3:00 PM and I have not heard from her. This hotel just blew me off again. I guess i just need to find different accommodations. less
Kili Springer, General Manager at Best Western Watertown Fort Drum, responded to this review
As is the case in most service industries this year, we GMs are responsible for wearing many different hats. On top of being GMs and having to attend the many meetings that come along with that, we are all also knee deep in operations, as well. To boot, we are all being inundated with an influx of sales calls as the world opens back up. As I receive several messages a day requesting my attention, I typically have to prioritize these calls depending on the need/urgency. Because of this, my staff has been directed to screen my incoming calls to find their purpose. Unfortunately, if the need is not shared or expressed we tend to believe those calls to be sales oriented (which typically take up about 20 minutes of my time which I most certainly do not have). If you are interested in still making that reservation, most of my staff would be able to assist you. Additionally, if you would lend them the nature of the call, I will be sure to weed you out of the pile and take care of you.