Very rude experience .. owner named Sue was unprofessional and unaccommodating about issue with room . Avoid!
04/06/2018 Ivyblue12, Seattle, Washington
I choose to stay at this hotel on business . I booked a room for a week-long stay . After awhile in the room, I noticed a lot of loud guest noise happening above me which perpetually kept going on, i... more
I choose to stay at this hotel on business . I booked a room for a week-long stay . After awhile in the room, I noticed a lot of loud guest noise happening above me which perpetually kept going on, including running and furniture moving and some sort of ball dropping repeatedly for over 4 hours . It was particularly important for me to get a decent night's rest , and so I visited the front desk , explaining the noise situation to the front desk assistant (named JJ) and requesting a different room . She initially refused , telling me that it was too late in the day to change rooms, that she was worried that she would get in trouble with her boss , and that she couldn't move me because changing rooms "cost the hotel money " . I said that I really preferred to change to different room and asked again. She replied "Fine!" and seemed upset and angry, but did assign me another room .
The second room was an improvement during the next two days of my stay, until I began to notice cigarette smoke coming into the room , which ended up being someone smoking below my window on the first floor and in a more remote part of the building area directly below my room . I ignored it but after it happened a few times, I decided the following day that it truly was a problem and that I needed to talk to someone about changing rooms . This time I approached the front desk , I encountered Sue , the hotel manager and owner , who was immediately rude and dismissive to me, and was bristling with hostility and attitude. Sue declared that she was "not going to move me" , even accusing me of moving four times , which was obviously incorrect. I thought maybe she's having a bad day or had misinformation , which she acknowledged she did have misinformation , but remained unapologetic , just as rude or more so than her assistant JJ , and still refused to move me at my request . She also repeated to me what JJ had said , that it cost her money to change rooms , which apparently was at the true root of her refusals . I travel much of time on business at various hotels and I have to say that I've never been treated in such a demeaning way by a hotel manager . It was nearly laughable, if it hadn't been so insulting . I'll never stay at this hotel location again because of this negative experience I cannot recommend it to anyone because should they have an issue , I wouldn't want them to be treated as I was . Also, on another note , I booked this hotel with the understanding that parking as included with my room rate and total cost , and yet the hotel charged my credit card for daily parking fees. less
BWWesleyInn, Sales Manager at Best Western Wesley Inn & Suites, responded to this review
Good afternoon, Ms. Ivyblue12,
Thank you for choosing the Wesley inn and for your comments. We always want to improve our service, hotel and guests experience. Our staff is committed to ensuring our guests feel welcomed, comfortable in their rooms and enjoying their time here. Our entire staff wants to apologize for not exceeding your expectations. We have used your valuable feedback to improve the issues. Ms. Ivyblue12, we would love another opportunity to serve you and to have you leave having had a wonderful time here. Please let us know if we may help you in the future.
Kindly,
The Staff of the Wesley Inn & Suites