"It's not my problem" service
11/03/2018 Erin N, Placitas, New Mexico
Staying here for 4 nights. Check-in was less then friendly. Person at desk was efficient, just lacked a whole lotta customer service. We walked down to the pool area and it was open, hot tub was ho... more
Staying here for 4 nights. Check-in was less then friendly. Person at desk was efficient, just lacked a whole lotta customer service. We walked down to the pool area and it was open, hot tub was hot and pool seemed to be heated. Grandson was looking for a nice soak, only to find the next day it was closed and found staff to say it wasn't open until mid-May? Why was it open the day before?? Beds are like others have said, "plywood", with minimal paper thin linens. Heating/cooling system is ARCHAIC. Nothing more needs to be said. For the first 2 nights, we came home in the early evening and our room key cards didn't work. First time, we went to the lobby desk and there were several teenagers hanging around chatting it up with the front desk person. We had to WAIT while she finished selling boxes of candy to get our keys re-keyed. Really? The next evening, the key cards didn't work again. I'm fast-pacing it to the front lobby and disrupt a young woman eating her dinner. I ask "Why? We're only half way through a 4-night stay and our keys don't work again?" She raises her shoulders and shrugs, "I didn't check you in. It's not my problem". I proceeded to explain to her that "yes, it IS your problem, it's your business, take some responsibility." Not happy with the lack of customer service at the front desk. They have the "if I don't give you eye-contact, you'll go away." type of personalities. This hotel needs some SERIOUS training in customer service in the front desk/lobby personnel. The cleaning service, and those who work in the dining area seem to have it....those at the front desk, not at all. Won't be staying her again, nor would I recommend it. less
Nilesh A, General Manager at Best Western Woodburn, responded to this review
I am sorry to hear about your experience at our property. The hot tub is currently open, however our pool is seasonal and is scheduled to open sometime in May, which will also depend on when the weather starts to get nice. It is not okay that you were not treated well by our front desk staff. I will talk to all of the staff and teach them to treat our guests the way they would be treated if they were a guest themselves. Every person is a valued guest, As far as the lock situation, we are currently in the process of correcting these issues, so that no one has issues in getting in their room.
Thank You for staying at our property. I hope you would reconsider staying with us again so we could have another chance to provide you with a superior service. If you have any more questions/comments/concerns, please feel free to give us a called at (503)982-6515.