In-laws visit, bill confusion and POOR customer service
18/03/2017 EileenG1412, Madison, Wisconsin
My in-laws are repeat customers of this hotel and would like to stay there in the future but after this last experience I would suggest they go elsewhere. They offer a nice handicapped room option an... more
My in-laws are repeat customers of this hotel and would like to stay there in the future but after this last experience I would suggest they go elsewhere. They offer a nice handicapped room option and good "made to order" breakfasts. But our most recent visit was marred by AWFUL customer service. "Priya Y" confronted me when I questioned a wrong reservation date (they were wrong). They then announced there was no handicap room even though I had requested it on the phone. Their attempt to email a confirmation was pitiful, they could not record an accurate email after two attempts. By the 3rd attempt we finally got one. Then we were "double billed" on another credit card since I made the reservation. When I complained, I was told "you are wrong, we never make mistakes". When I demanded a refund of the night of the "no show" (their incorrect reservation) I asked to speak to her supervisor and he meekly would not confront me in person. I did get the refund. Some of the WORST customer service I have experienced. Priya needs to go to "customer service school" and fast! I do believe they maybe owners of this hotel. They will not succeed based on this experience if the word gets out about how RUDE they are to paying customers. Plenty of other options in Madiosn, stay somewhere else! less
DaysInnSuitesMadison, Director of Sales at BEST WESTERN West Towne Suites, responded to this review
Thank you for taking the time to review our hotel and customer service and for being a regular guest. We apologize for the miscommunication and billing issues during your stay with us. It is never our wish to have anyone, especially our regular guests, experience problems where they feel they are less important and valued that they truly are and I am pleased that we were able to fix those issues for you. Your comments have been passed on to management to look into further so that your future visits are more pleasant. Please watch your mail as I will be sending a small token of our sincere apologizes in the hopes that you will continue to stay with us on your visits to Madison. Should you feel the need, please contact me directly so that I can try to ensure the best possible experience for you.
Ramona, Sales Manager