I complained to head office and to the customer service manager and received nothing at all in reply exept a snide reply from the Assistant Manager Brian Kerr
I just finished a two night stay at the Best Western Fallsview motel and was very disappointed in multiple ways.
It was my first stay with a Best Western but of course I have heard about them before and thought it was a good choice. We took a package deal for two adults & our 3 children.
Upon receiving our email confirmation we already got off on the wrong foot because the name we registered under was spelled completely wrong. Next I had multiple emails back and forth trying to understand why the room price on the website was $50 cheaper. They were telling me the tower room was more expensive and I kept saying I am looking at the web page that says ‘tower room’ at the lower price. Finally they saw the same and explained that the more expensive room was so because it offered a view of fireworks on Sunday night.
I also asked about early check-in on and was told the following: “You may stop by the hotel to see if your room is ready. We cannot guarantee early check in but we will put a note under your reservation that you would appreciate early check in.”
When we arrived and asked about the early check-in the lady at the front desk told us no rooms were ready and we would have to check back after 2pm or wait till 4pm. I explained that I was told about and in fact there should be a note about our request for early check-in. We decided we would go to the pool and wait and I asked if they could call us when a room was ready but they said they were not allowed to, so I asked how I would find out and they told me I should keep checking back. Now this was very inconvenient as I would have to walk back from the pool that is on the other end of the motel repeatedly to find out. My other alternative was to keep calling a long distance number to keep checking. Ok, then the lady at the front desk gave us an entry card to get into the pool which did not work, luckily a maid was nearby and let us in. After it started raining we moved to the indoor pool which was right next to the front desk and I went and asked if a room was ready for us and was told ‘no’, I asked when it might be ready and she said there is no way of knowing and the room cleaning was the one that distributed the room as they became available. I was also told I would have to line up each time I wanted to ask if the room was ready, which did not make much sense. I asked to speak with the front desk manager and Mandy came out and I explained to her that is did not make much sense in my opinion to have an offer of early check-in if there was no realistic way of implementing it. Even though she was not very friendly she did offered to come to the indoor pool and tell us when our room was ready and she did so about 10 minutes later. At that point I was feeling a bit better about our stay and was hoping for the best.
The next morning we went down to eat at the ‘included’ breakfast buffet and the eggs tasted terrible. I saw the cook bringing out a new ‘carton’ of eggs so I guess that is why they were so bad.
Next came the 3 course meal fiasco where my wife and I were able to choose from a limited menu of appetizers, main courses and deserts but the kids were given a little half page of ‘entrees’ and I use that term half jokingly since one of the choices was a foot of onion rings, when I asked the waiter if that meant a foot long hot dog with onion rings he said no, it was a foot of onion rings, I thought it was a joke but he was dead serious. I told the restaurant manager that we assumed from the verbiage in the confirmation email (seen below with included spelling error) that we all (including the kids) got some sort of three course meal.
“Your RATE includes: Two night accomadation in a Two queen tower view room, 5 marine land passes, Hot Breakfast each morning, One 3 course meal at the Boulevard Bistro”
Then at 10pm on Sunday night we decided to watch the fireworks from our “premium” room that we paid an extra $50 for but it had a big chimney blocking most of the view and the kids and us were very disappointed. The GM was condescending and accused us of lying about the content of the confirmation. When I showed it to him he just glanced at it and said he would review the situation and came back and offered us a $24 discount after saying that they already gave us too many discounts. I said that if he was discounting us for the more expensive room we bought to see the fireworks that were blocked he should refund us the amount for both nights because we of course would not have taken the ‘premium’ room because the only difference between that and the lower cost room was the view of the fireworks. He said no and was quite rude about it, basically walking away in a skulking a manner as I spoke.
So I then decided to write a complaint to head office customer service of Best Western to tell them about the poor service we received.
0 comments