This hotel became a Best Western six months ago but doesn’t reflect the service standard I expect from this chain. The room was cold on arrival, the fridge was not turned on, the hot breakfast was cold, and the paper plates were hard to find.
The front desk didn’t answer when I dialled about the fridge, and I found the night manager outside, chatting on his cell phone. He readily came to the room, found a knob at the back of the fridge and turned it on. The fridge never did become cold, so I assume it was well past its best before date. He said other customers had complained about the fridges, and perhaps the cleaning staff had accidentally turned them off while dusting… Impossible!
The manager, Sarah, explained that the cold rooms were the result of the owners decision to be green. However, this reflects zero customer service.
The cold food in the morning means either the kitchen staff isn’t performing or that better equipment is needed. Either way it was terrible. Plus, there was very little variety with the fruit… Bananas please.
Sarah was very empathetic and really did her best to make amends, not charging for my pet and adding more points to my best Western account. But her hands are ultimately tied.
The owner needs to focus more on service and less on saving every last nickel.