Refused service by "Manager"
06/04/2018 SASSY0201, Lake Placid, New York
I reserved a pet friendly room months in advance for Monday, April 2nd. When I arrived, the check in process was going smoothly enough until I was asked for my ID and credit card. We had already estab... more
I reserved a pet friendly room months in advance for Monday, April 2nd. When I arrived, the check in process was going smoothly enough until I was asked for my ID and credit card. We had already established that I had a dog and that the $20 pet fee was fine and would be added to the rate. I was digging in my purse for my license and reading the Pet Friendly rules while the manager was entering credit card information on the computer. I said sotto voice "Pet friendly, my (mild expletive deleted)". Simply my opinion that there should be no extra charge if a hotel was truly pet friendly. Apparently, the manager thought I said it to him. A discussion ensued that was neither disrespectful nor volatile by either of us. I was asked if there were other hotels that did not charge for pets and I mentioned two that I knew about. At that point I was told that I should go stay at one of them as he was refusing service. There were no other pet friendly rooms available in the area. I was shocked. I had a 5 hour drive home; I'm 65 years old, a female traveling alone with a diabetic dog that needed her dinner and insulin and this guy won't give me a room? Customer care was no help either as they "empower" their front desk people to do whatever they feel best. In this case, the "punishment" does not fit the "crime". I will continue to review this hotel on other sites until a high standard of customer service is created and enforced. No way should I have been refused a room based on a simple comment and discussion. less
FrontDesk_GM, General Manager at Best Western White Mountain Inn, responded to this review
First, we're truly sorry for any disappointment with our pet policy. It is not uncommon for hotels to charge a small, one-time additional fee to cover the added cleaning costs associated with a pet-friendly room. Further, we're sorry you felt we could have handled the situation differently and we apologize for any inconvenience. Guest service is our top priority and we work hard to ensure all guests, humans and animals alike, receive the best experience possible. If your adventures bring you back to the area, we'd appreciate the chance to host you again.