Sex offenders and horrible management
What a nightmare. Josh at the front desk and Jessica the manager, both need to take some courses on customer service. I had to book a place to stay temporarily while I wait for my apartment to open up... more
What a nightmare. Josh at the front desk and Jessica the manager, both need to take some courses on customer service. I had to book a place to stay temporarily while I wait for my apartment to open up. After a couple nights, I met a SEX OFFENDER that was staying in the hotel while out with my dog. The management is awful and clearly has no customer service skills. After staying all week, my son whom suffers from a genetic deletion and severe autism drove 4 hours to come and visit me. I was so excited to take him swimming. Unfortunately, they don’t allow guests that have already stayed the night to book a time to swim (COVID rules). When I explained that my son isn’t able to manage his emotions and would not do well coming down every hour, 5 minutes before the hour to see if the pool is available to swim. We were informed that because we aren’t checking in we had to swim before 3. It was now 6 pm. I was open to any time to reserve as there were NO RESERVATIONS AT THAT TIME. I offered to swim late, but was told too bad. Ms. Burton (General Manager), even had the nerve to compare my son to her "special needs child", in which she understood him but still would not allow us to make a reservation for an evening swim. Holding it for customers that haven't even checked in.
So they lost a good customer that has spent almost $1000 over scheduling a time for a kid to swim. As of the sex offender staying there, I don’t know his name but he told me he was staying there waiting to turn himself in. Not a safe place for any children!!! less
General Manager, General Manager at Best Western Woodland Inn, responded to this review
Good Morning Jennifer,
Again, I do apologize for your experience at our location. In response to the email you had written I did say I could understand your frustrations as I also have a special needs son; and apologized for the very frustrating pool rules. At no time was the wording or intention to compare your special needs son to my son who is also autistic. I can relate to how frustrating this experience must be. In addition to Josh reminding you of the pool policies that we must enforce, I explained in my email that as a guest who has been there for multiple days you could reserve a time up until 3:00 p.m. After the 3:00 p.m. hour; we do have to give an opportunity for the arrivals of the day to make a pool reservation. If you wished for an evening swim time you could check with the desk five to ten minutes prior to the time you would like to swim and if it had not been reserved we would be more than happy to let you utilize that time slot.
We found that having to the pool open only so many hours and limited reservation times with limited guests; those who were staying more than one day had an unfair advantage of reserving evening time slots before any new arrival was able to have the opportunity, just as you had the opportunity when you checked in. As it was explained to you; this was the best way we knew how to be as fair as possible to everyone across the board.
Let's be honest Ms. Jennifer. While I understand your frustrations; as we are equally frustrated to return to normal we did make several exceptions to this rule for you over the nine days you stayed with us. Each time explaining to you that because we had limited amount of check in's who were there for work and would not be interested in using the pool we could go ahead and set a time aside for you and your son. As you mentioned to the agent on duty "We should be bending over backwards for you." While we do try to accommodate and strive to make our guests happy; we do have to be equal and fair to every guest; regardless of amount pay and time spent with us. In this case it meant following the policies and procedures put in place on a day when the pool was being heavily utilized.
In regards to the allegation of a sex offender staying at our property. Safety of our guests is a number one priority. The day you called and spoke to me while angry over the situation you did mention the alleged sex offender was living at the hotel. As I followed up with questions; you had told me "That is not the point of this call." As we do not have any long term stays on our property I was very concerned by this accusation.
As you came to the desk; I questioned you again about your allegations. I asked you for a name; to which you had said you do not know. I asked you if you knew a room number. You also replied you do not know; and said he came from the first floor. As safety of my guests and staff is my number one priority I took the time to examine each guest on the first floor. Each guest on the first floor had just checked in the prior day with the exception of two who had checked in the day prior before that. None on the first floor had a scheduled stay more than two days. At this time you had brought this to my attention you had stayed with us for nine days total. I would hope this would be of great concern to you to bring it to our attention immediately so we can alert the property channels to ensure all of our guests are safe.
Lastly, while I understand your frustrations at the entire situation; I can only imagine how your son felt as you laid on the horn for several seconds as you exited the property.
We do wish you the best of luck in your future endeavors.