17/06/2018 Nancy S, South Berwick, Maine
Arrived with my sister for a graduation! Stayed one night, the next two nights had two adjoining rooms with additional family members. The buffet breakfast was great with a large variety of items. My ... more
Arrived with my sister for a graduation! Stayed one night, the next two nights had two adjoining rooms with additional family members. The buffet breakfast was great with a large variety of items. My sister is a Gold member with Windsor. There were a few bumps in the road from not having the correct arrival date (we stayed at another hotel one night earlier)after verification, to asking if we could check in early the next day, being told yes, then calling our cell phone asking for some random person we had no idea whom it was, to saying upon check in my sister’s credit card expired when in fact she called one month prior and gave a new credit card number. The PR was rough around the edges and needs improvement. I spoke to the Manager who clearly was uncomfortable while calmly explaining our concerns. When I went into the office I asked to speak to the hotel manager and one of the staff asked “are you a guest?” My take: having been a contributor and traveled to many locations it’s clear we weren’t treated with the respect one would hope for. My sister has many happy as well as warm memories of being treated with respect in past stays which sadly was not the case this visit. With hopes a review of how guests should be treated in the future we collectively give a generous 3 stars. less
AshlandWindsor, Guest Relations Manager at Best Western Windsor Inn, responded to this review
Hi Nancy, thank you for staying with us and sharing your experience. We apologize for the confusion and miscommunication, as well as the inconvenience this caused your party. We are very sorry to hear that this experience has tarnished your family's perception of our hotel. We thank you for your feedback. We will share your comments with our team as we continuously strive to improve. We hope you will visit us again in the future.