Bathroom flooded, general manager ignored us
20/01/2019 kleinsam60, Saint Louis, Missouri
The bathroom ceiling started leaking water because it was raining outside. Then a few minutes later it started pouring out water and the entire bathroom was flooded, destroying our possessions that w... more
The bathroom ceiling started leaking water because it was raining outside. Then a few minutes later it started pouring out water and the entire bathroom was flooded, destroying our possessions that were still in the bathroom. We avoided entering the bathroom to retrieve them because we were advised not to by the front desk due to a possible electrical hazard. They moved us to a different room, and said the manager would be in touch about compensation.
The general manager, Kimmy, was less than helpful and told us she was not able to refund our room. She said that they could either reimburse us up to $100.00 for our damaged items, or offer us a free two nights next time we were in NJ. I knew we would be back so I went with the second option. I asked if I could get something in writing that said that, but she said she wasn't going anywhere and we could just ask for her.
To make a long story short, she did "go somewhere" and the new management team wasn't willing to help us. Not only did we never receive any compensation for the damaged items, but never got to try them again. The only thing we did get is 3000 best western points which are worthless to me because I try to avoid best western like the plague, but they are the only hotel in Westfield. less
Westfield_Inn, General Manager at Best Western Westfield Inn, responded to this review
Thank you for taking the time to leave a review and we are sorry to hear about your experience with the previous management company. We are now operated by a management company with no association to the previous. Unfortunately we were not here at the time of the incident to handle and are unable to provide free rooms based on the previous management companies verbal agreement as we are now a new and separate entity. I am more than happy to discuss the incident further and provide any assistance personally for the future. We do hope that you will give us another chance and wish you the best in your future travels.