Has great potential but needs to work on customer service
01/07/2019 MamaBear63, Northridge, CA
We came in at 2 am to be greeted by a sweet young lady by the name of Tinajah. She said everything was waiting and checked us in. We walked in with our small service dog with now issue until the next ... more
We came in at 2 am to be greeted by a sweet young lady by the name of Tinajah. She said everything was waiting and checked us in. We walked in with our small service dog with now issue until the next day when we tried to eat the complimentary breakfast. We were actually kicked out of the dining area because animals weren't allowed. I mentioned it was a service dog and the woman working in the dining area said that it didn't matter and that "dogs are dogs". I stated my grievance with the regional manager that was there and he apologized but reiterated the "animal laws". I proceeded to explain the laws regarding service animals and he was apologetic.
We came back later that evening only to be yelled at by a lady behind the counter that said that dogs were not allowed on the 2nd floor. I said "well that is where our room is" and she continued to remind us that dogs belong on the 1st floor. We went back up to our room and told her to take it up with the manager. Next day we went out for breakfast since we could not eat at the hotel, and the manager reiterated what she said and I explained to him that I would be contacting Corporate. When we returned we received apologies and a bottle of wine for our troubles. We were going to stay another night but just didn't feel welcomed. So we slept the next night on the floor of our sister's house! The rooms were very nice and clean, beds were comfortable and wished we could have enjoyed the rest of it. less
Henry P, General Manager at Best Western Woodstock Inn, responded to this review
Thank you for completing the survey regarding your recent stay at our property.
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future.
I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.
Best Western Woodstock Inn