Really bad experience, poor management
08/07/2019 massiel c,
Me and my family book a room here for one night, because the Holiday Inn was full. After hiking all day we got to the hotel around 5 pm check in left our stuff and when to explore other places and to ... more
Me and my family book a room here for one night, because the Holiday Inn was full. After hiking all day we got to the hotel around 5 pm check in left our stuff and when to explore other places and to eat, we got back around 8pm brought the kids to the pool for 15min. When upstairs 5min in the room stared to get complain of noise, which we were not making as soon as we all took a shower we went to bed we were so tire, once again we get a call about noise, one was making any noise the kids were bed as well as my husband. I was the only one up waiting for clothes to dry, then a member of the staff came to our room asking to keep down by this time we were all sleeping. I asked if they were shore it's us with an attitude they said yes the customer from down stairs keep complaining. I asked immediately for a refund and left the hotel almost 10pm had to get my kids up and leave. When going down there is people running up and down the stairs people in the lobby and we where the ones making noise. Really disappointed that the manager didn't try to do anything to accommodate us and the complaining party, as a manager my self you should always try your best to accommodate your guest they are the ones paying money to stay at your place. Never again will I book in this place, this has never happen to us in other hotel in the area as we visit often all year round. less
Tina M, Guest Relations Manager at Best Western White Mountain Inn, responded to this review
Dear Valued Guest,
We strive to provide a peaceful and comfortable stay for all of our guest and whenever we received noise complaints, our Front Desk Clerks are instructed and trained on how to handle these types of issues and were asked to reach out to other guests to address the issue. I am so sorry for the misunderstanding and inconvenience that you experienced at that time. While I understand your frustration, I assure you that this mishap was purely unintentional and resulted from a genuine misunderstanding. I hope you will forgive this error and the service that did not meet your expectations and that you will someday return to see how we have grown through guest feedback.